Case Study: Tops Day Nurseries achieves +10% NPS and +33% eNPS growth with Resonate Solutions

Tops Day Nurseries boosts NPS by 10% and eNPS by 33% with Resonate Solutions

Tops Day Nurseries, a UK childcare provider, faced challenges with limited visibility into customer and employee sentiment. Their previous system relied on annual surveys, which left them unable to identify service delivery gaps or staff attrition risks in real time, leading to customer churn. They partnered with Resonate Solutions and utilized its Customer & Employee Experience Platform to gain continuous insight.

By implementing Resonate Solutions' always-on feedback programs, Tops Day Nurseries replaced its annual surveys with continuous listening across its network. This solution delivered significant results, including a 10% uplift in NPS and a 33% gain in eNPS. These improvements drove higher customer lifetime value, reduced family and staff churn, and established Tops as an employer of choice.

Tops Day Nurseries