You never get a second chance to make a good first impression
Join the 2021 Enquiry Experience Tracker to see how your University communicates with prospective students
More and varied Higher Education choice, compounded by global disruption and uncertainty, has increased the propensity for students to enquire to potential universities prior to applying. Students expect responsive, personalised communications through mobile-optimised channels.
How well are you placed to meet students’ needs?
Are you losing out to competitors who offer a better ‘customer’ experience?
What is the impact on your enrolment targets?
Do you know what good looks like?
The Enquiry Experience Tracker (EET) is the first-ever benchmarked research programme designed to help universities understand how well they respond to enquiries from prospective students.
Through comprehensive mystery shopping, this unique annual research will provide universities with a personalised report to show their performance compared to both the sector and the UniQuest proven standard of engagement excellence, across key enquiry channels and student types.
Underpinned by the latest student behaviour data and conversion insights, the Enquiry Experience Tracker is reassuringly powered by education experts Edified and UniQuest — the student engagement specialists.
Mystery shopping will be conducted during June and July 2021 across a representative sample of UK-based universities. It will cover six prospective student personas across both Home and International cohorts along with key enquiry channels including phone, email and live chat.
The enquiry experience will be assessed against 14 criteria including findability, responsiveness, clarity and personalisation. The scoring methodology has been informed by insights from over 1 million student journeys and reflects the UniQuest standard for effective student engagement.
Participating universities will receive a personalised report that enables you to:
Results will be made available in early October and will include anonymised, aggregated benchmarking by grouping and geographic region.
If you would like to know more about the Enquiry Experience Tracker, please contact Natalie Letcher, Chair and Co-founder of UniQuest, at natalie@uni-quest.co.uk or research@edified.com.au.