Working with LEGOLAND | Case study

A Message from Kallidus’ CEO, Harry Chapman-Walker

At Kallidus, we believe success should always be measured by the real, lasting outcomes it delivers. That’s why our value proposition is built around three core pillars: Accelerate Compliance, Build Skills, and Drive High Performance.

For LEGOLAND, creating a measurable, but magical guest experience is non-negotiable. Their Guest Obsession program, designed to put guests at the very heart of every interaction, needed a training solution that would be playful, immersive, and impactful. Together, we built a digital-first learning journey that empowered seasonal teams to deliver exceptional service, elevate guest satisfaction, and strengthen LEGOLAND’s brand promise: doing everything for the love of fun.

Accelerate Compliance: Embedding service standards at scale

LEGOLAND operates with large, seasonal, and multiskilled teams across its parks in Windsor, UK, and Florida, USA. With this dynamic workforce, ensuring that every colleague consistently delivered the same high service standards became a significant challenge.

With Kallidus, LEGOLAND embedded compliance with service expectations across the resort through a blended, digital-first solution:

Consistent delivery of service standards across all parks and roles.
Clear, on-the-job training that replaced fragmented, time-consuming classroom sessions
Service-focused modules that empowered staff to resolve issues quickly and confidently

The result was an engaged seasonal workforce who could consistently deliver on LEGOLAND’s service promise, ensuring compliance wasn’t just achieved, but embraced.

Build Skills: Playful learning for exceptional guest experiences

LEGOLAND wanted training that reflected the creativity, fun, and storytelling of the LEGO brand. The Guest Obsession program was brought to life through four interactive, digital learning modules: GO Connect, GO Play, GO Solve, and GO Surprise.

With Kallidus, these modules developed staff skills in meaningful, memorable ways:

Storytelling and play became part of customer service, helping staff bring the LEGO brand to life
Scenario-based learning developed problem-solving skills, ensuring staff could resolve guest issues with confidence
Personalized learning experiences encouraged staff to celebrate their own skills, reinforcing engagement and retention
Interactive design, including mini-games, avatar creation, and 3D learning maps, ensured training felt relevant, fun, and motivational

By focusing on creativity, LEGOLAND empowered its teams to surprise, delight, and exceed guest expectations every day.

Drive High Performance: Record-breaking customer service

This wasn’t just about training seasonal staff. It was about improving organizational performance and delivering measurable impact on guest satisfaction. Guest Obsession training has helped LEGOLAND achieve record-breaking results:

Customer Service NPS increased significantly, with targets of 60% achieved and exceeded
Customer Service scores hit 90%, directly linked to the Guest Obsession program
Staff achieved performance-related bonuses, reinforcing motivation and retention
60% course completion across the resort, ensuring widespread adoption and impact

At LEGOLAND Florida, the results have been transformative. Despite a challenging staffing climate, customer service scores reached their highest levels ever. LEGOLAND Florida is now ranked #1 out of all 170 Merlin attractions worldwide, with Guest Obsession training cited as a core driver of this success.

Outcomes that matter

The measurable results demonstrate the power of playful, purposeful learning:

60%+ NPS achieved
90% customer service scores across parks
60% completion across seasonal teams
Florida ranked #1 worldwide among all Merlin attractions
Staff bonuses are achieved, directly linked to service delivery

LEGOLAND have proven that when training reflects brand values, empowers staff, and drives consistent behaviours, the impact is extraordinary.

With Kallidus, they’ve accelerated compliance, built skills, and driven high performance, creating a measurable impact on their guest experiences that keep families returning again and again.