Case Study: Paul Sadler Swimland School achieves record customer retention and 70+ NPS with AskNicely

How to Use Customer Retention Software to Grow

Paul Sadler Swimland School, a multi-location swim school serving babies, kids and adults since 1972, faced the challenge of improving customer experience and retention across many sites. To capture and act on feedback consistently they adopted AskNicely’s NPS customer retention software to collect real-time survey responses and route promoters, passives and detractors to the right staff for follow-up.

Using AskNicely, Paul Sadler Swimland set up dashboards, downloadable reports and workflows that prompt weekly follow-ups with detractors and passives and publish promoter testimonials to their website. The result was measurable: a sustained 70+ NPS, a response rate above 50%, higher customer retention that drove record customer numbers, and a program that paid for itself within months.

Paul Sadler Swimland School

Alana Oldfield

UCX Coordinator