Family Engagement Score

The Family Engagement Score helps you track and prioritize prospective families based on how they interact with your center. When a family opens your emails, fills out tour request forms, or books an appointment, their score increases. This lets you focus your time on families who are most engaged and ready to enroll, while identifying those who need more nurturing.

In this article, you'll learn how engagement scoring works, where to view scores, and how to set up your own scoring rules.

What is the Family Engagement Score?

The Family Engagement Score is a number that shows how actively a family is interacting with your center. Every interaction affects their score based on rules you set up.

Positive actions like clicking links in your emails or scheduling a tour increase the score. Negative actions like unsubscribing or email bounces decrease it. This gives you an accurate picture of each family's engagement level.

By assigning points to actions like email opens, tour bookings, and enrollment form submissions, you can quickly identify hot leads while knowing which families need follow-up.

Where to View Family Engagement Scores

You can check engagement scores in two main places within Enrollio.

Families Section

Open any family's profile in the Families section and scroll down to find the Family Engagement Score dropdown among their other details.

[SCREENSHOT: Family profile page showing engagement score dropdown in the details section]

Conversations Section

In the Conversations section, you'll see the engagement score of the family you're actively messaging with. The score appears in the "Family Engagement Score" dropdown on the right side of the screen, where you can also edit it if needed.

[SCREENSHOT: Conversations view with engagement score visible in right sidebar]

Understanding Action Types in Engagement Score Rules

When you create a new engagement score rule, you'll choose an action type that determines when the rule kicks in. Here's what each action type means for childcare enrollment:

Email Events

Track when families open your emails or click links. This helps you identify who's actively reading your communications about your program, pricing, or upcoming enrollment opportunities.

Family Changed

Award or subtract points when a family's details update. For example, when a custom field changes from "Tour Requested" to "Tour Completed", you can increase their score to reflect their progress through your enrollment pipeline.

Family Tag

Adjust scores based on tags you add or remove. If you tag a family as "High Priority" or "Ready to Enroll", their score can increase to help you prioritize follow-up.

Payment Received

Add points when a family makes a payment, like an enrollment deposit or registration fee. This distinguishes families who have committed financially from those still considering.

Family Replied

Increase scores when families reply to your messages via email, text, or chat. Active responders are more likely to enroll, so this helps you focus on engaged families.

Form Submitted

Award points when families submit forms like tour requests, waitlist applications, or information requests. This shows strong interest and helps you prioritize timely follow-ups.

Order Form Submission

Track when families submit order forms for things like uniforms, supplies, or extended care options. This indicates they're serious about enrolling.

Order Placed

Increase scores when a family completes a purchase through your enrollment site. This shows they've moved beyond interest to taking action.

Survey Submitted

Reward families who complete surveys about your programs or provide feedback. These families are actively participating and providing valuable insights about your center.

Trigger Link Clicked

Track clicks on specific links in your communications, like virtual tour links, program highlight pages, or enrollment special offers. This shows interest in particular aspects of your center.

Appointment Booked

Add significant points when a family books a tour, enrollment meeting, or parent-teacher conference. Scheduling an appointment is a strong sign they're ready to take the next step.

Appointment Status Changed

Adjust scores based on appointment confirmations, completions, or cancellations. This helps you track which families follow through on scheduled tours and which might need re-engagement.

How to Set Up and Manage Scoring Rules

Scoring rules define how points are assigned based on family interactions. Here's how to create and manage these rules to keep your engagement tracking accurate.

Access Manage Scoring Menu

Click Settings > Manage Scoring. This is where you'll see all your existing scoring rules and create new ones.

[SCREENSHOT: Settings menu with Manage Scoring option highlighted]

Draft vs. Publish Toggle

Draft Mode lets you create and modify scoring rules without affecting your live data. This is perfect when you're testing new rules or making adjustments before rolling them out.

When you're ready, switch to Publish Mode to activate your scoring system for all families. This ensures engagement tracking updates in real-time.

[SCREENSHOT: Draft/Publish toggle switch in Manage Scoring interface]

Add New Rule

Click the + Add New Rule button to create custom engagement rules based on specific actions. This lets you tailor scoring to match how families typically interact with your center.

[SCREENSHOT: Add New Rule button and new rule creation dialog]

Scoring Rules Table

The Scoring Rules Table shows all your active engagement score rules in one place.

Action Column: Lists the triggers that adjust scores, like "if a tour is booked" or "if an enrollment form is submitted."

Calculation Column: Shows how many points are added or subtracted for each action.

Three-Dot Menu (⋮): Click the menu next to any rule to edit or delete it. This keeps your scoring flexible as your enrollment strategies evolve.

[SCREENSHOT: Scoring Rules Table showing multiple rules with action, calculation, and menu columns]

Frequently Asked Questions

Can I apply different engagement score rules to different family segments?

Engagement scoring applies to all families globally, not to specific segments. However, you can create smart lists using tags and custom fields to segment families, then build automations that trigger different actions based on their engagement scores and segments.

Does the engagement score automatically decrease over time if a family stops interacting?

No, Enrollio's engagement score doesn't automatically decay. If you want scores to decrease for inactive families, set up an automation that subtracts points when a family hasn't interacted within a certain timeframe (for example, no email opens in 30 days).