The Enquiry Experience Tracker, developed by Edified and UniQuest, is a syndicated mystery shopping program designed to help higher education institutions understand how well they respond to enquiries from prospective students.
Posing as prospective students, Edified's team of mystery shoppers place enquiries through your key channels and analyse the responses.
Edified's experts score and benchmark the experience against other universities and colleges worldwide so you can understand your performance.
Participating institutions receive a personalised report including benchmarking, which enables you to:
- Understand your performance compared with the broader sector
- Identify how well you are meeting student needs and expectations
- Pinpoint areas of strength and competitive advantage
- Highlight opportunities to optimise the prospective student experience
View the results of the 2023 research
Mystery shopping
Edified employs real students as mystery shoppers, who place undergraduate and postgraduate study enquiries to each institution using key channels like social media, email and live chat.
From the below set of personas, six of the most relevant for each country/region of the world are selected. Mystery shoppers take on these identities and ask about courses and other common topics, such as fees, accommodation, scholarships, admission requirements and processes.
The research involves 24 mystery shopping enquiries to each institution (six personas x four enquiries).
Here are the personas that will be used in 2024.
Scoring and benchmarking
The enquiry experience is analysed and assessed by Edified’s digital communication experts. Evaluation criteria includes channel availability, responsiveness, communication quality, follow-up and impact.
Informed by the latest student behaviour data and conversion insights from more than 2 million student journeys managed by UniQuest, Edified's scoring model/the scoring model for the research reflects today’s standard for effective student engagement.
The Enquiry Experience Tracker is a must-have for any data-driven student recruitment team.
Quantify how well your university delivers against key student engagement standards, and how your performance compares to your competitors.
You’ll be part of the mystery shopping and receive a personalised benchmarked report to support your student recruitment strategies.
Participation is simple and easy
- Register your institution by 31 March
- Complete a short questionnaire
- Edified conducts field work and evaluation
- Edified sends you a final report
Registrations for the 2024 research will close on 31 March 2024.
Registration options
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Essentials
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Standard
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Premium
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Three year registration
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What can you expect?
You get a personalised report with benchmarking, analysis and recommendations for improvement.
See an example institution report from 2023. Download here
Register by clicking the button below to be a part of the 2024 research:
Registrations will close on 31 March 2024.