Case Study: SDN Children's Services achieves a 20-point NPS rise with The Customer Experience Company

SDN Children's Services boosts NPS by 20 points with The Customer Experience Company

The Customer Experience Company worked with SDN Children's Services, a not-for-profit children's services provider, to help it differentiate in a saturated market. The challenge was to become a more customer-centric organization by enhancing the relationship between its educators and the families it serves.

The solution involved a service design approach founded in customer empathy, which provided SDN with unique tools and frameworks. This equipped staff and leaders with a common language and the capability to design services around family needs. The work led by The Customer Experience Company resulted in a 20-point rise in Net Promoter Score (NPS), increased consistency across centers, and a prestigious Good Design Award in 2022.

SDN Children's Services (sdn)