We’ve added a new Director Engagement section on program listing pages to help families understand how responsive and engaged providers are during the enrollment process.

This guide explains what each metric means, how it’s calculated, and when it appears.

1. What is the Director Engagement section?

The Director Engagement section highlights how quickly and consistently you respond to messages from prospective families on Wonderschool.

It includes up to three metrics:

• Response rate
• Response time
• Joined Wonderschool since [Year]

These metrics help families feel confident reaching out and choosing your program.

2. What is Response Rate?

Response Rate shows how often you reply to new messages from families.

How it’s calculated:

• The percentage of prospective family inquiries you responded to in the last 90 days.
• Example: Responding to 18 out of 20 inquiries = 90% response rate.

When it appears on your listing:

• Only if your response rate is 60% or higher.

If you fall below the threshold, the Response Rate metric will simply not display.

3. What is Response Time?

Response Time shows how quickly you respond to a family’s first message.

How it’s calculated:

The average time it takes you to reply to a new inquiry, measured over the last 90 days.

When it appears:

If the average is higher than 5 days, the metric will not show.

4. Why don’t I see the Director Engagement section on my listing?

The Director Engagement box will only appear if at least one metric meets the display criteria.

It may not appear if:

• Response Rate is below 60%
• Response Time is above 5 days

If both metrics are hidden, the entire section is removed from your listing.

Important note about how your metrics are calculated

Response rate and response time only include responses sent through the Wonderschool website or mobile app.
If you respond to families by SMS, personal email, or phone, those replies will not be counted toward your metrics.

5. How can I improve my engagement metrics?

A few quick habits can help boost your visibility:

• Respond to new inquiries within 24–48 hours
• Archive or respond to all messages so they count toward your response rate
• Turn on notifications in the Wonderschool mobile app
• Keep your tour availability updated, which encourages more prospective families to message you
   

Need help?

If you have questions about your metrics or want help improving your response rate or time, our support team is here to assist.