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
Meeting prospective student needs in 2021
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?
Introducing the Enquiry Experience Tracker
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.
- Understand your customer service performance compared to others in the HE sector
- See how you deliver against the UniQuest benchmark for conversion excellence
- Identify how well you are meeting student needs and expectations
- Pinpoint areas of strength and competitive advantage
- Gain evidence to help you address any gaps in people, platform or process
- Highlight opportunities to optimise the prospective student experience
- Positively impact your student recruitment results
Research methodology
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.
Scoring methodology and research output
Participating universities will receive a personalised report that enables you to:
- Understand your customer service performance compared to others in the HE sector
- See how you deliver against the UniQuest benchmark for conversion excellence
- Identify how well you are meeting student needs and expectations
- Pinpoint areas of strength and competitive advantage
- Gain evidence to help you address any gaps in people, platform or process
- Highlight opportunities to optimise the prospective student experience
- Positively impact your student recruitment results
Results will be made available in early October and will include anonymised, aggregated benchmarking by grouping and geographic region.
Learn more
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.