Define the Moments That Matter
Audit the family journey from the first tour through graduation. List the experiences that earn loyalty: warm greetings, responsive updates, and visible learning progress.
Set targets for each stage. For example, "families receive a personal update within four hours of a concern" or "each classroom posts two learning stories per week".
- Collect survey responses twice a year and track Net Promoter Score (NPS).
- Document how you celebrate milestones—birthdays, cultural events, transitions between rooms.
- Identify at-risk families early by reviewing attendance dips or unanswered messages.
Build a Communication Cadence
Families stay when they know what to expect. Design a cadence that blends proactive updates with opportunities to share feedback.
Mix formats: weekly digest email, monthly program spotlight, quarterly family conference invitations, and always-on messaging for quick replies.
Cadence starter
Week 1: welcome letter; Week 4: classroom goals; Month 3: feedback survey; Ongoing: daily highlights delivered through Day Track.
Close the Loop on Feedback
Retention is earned by acting on what families share. Tag feedback themes (communication, curriculum, facilities) and assign an owner to respond.
Publish "You asked, we delivered" updates each quarter so families see improvements in action.
- Share a quarterly impact report that highlights changes you made from family ideas.
- Use automation to send thank-you notes to families who submit suggestions.
- Track churn reasons so leadership can address systemic issues quickly.