You never get a second chance to make a good first impression
It’s the critical moment: that first tangible interaction where a student prospect reaches out to enquire about your institution. How well you respond and manage enquiries can make a significant difference to your conversion rate. Yet truly understanding your performance in the context of the market has always been hard. Until now.
The Enquiry Experience Tracker (EET) is a global syndicated research program that delivers an objective assessment of how well you’re doing. It’s from the student perspective, easy to learn from and very actionable.
Our student mystery shoppers pose as prospects and place enquiries through your key channels and analyse the responses. We mystery shop using a range of personas and enquiry channels.
Our experts score and benchmark the experience against other universities and colleges worldwide so you can understand your performance.
Our scoring model, developed in partnership with UniQuest, measures a range of different data points to provide a holistic evaluation of the enquiry experience.
In your personalised report, you’ll be assessed against 44 criteria, including findability, responsiveness, clarity, personalisation and sentiment. Then you’ll receive an Enquiry Experience Score, representing the average rating from each mystery shopper.
The Enquiry Experience Tracker is a must-have for any data-driven student recruitment team. It’s a powerful tool to help you fine-tune your methods and your team’s performance in the vital window where student interest gives way to action.
Watch the video to know more about the research and how it works.
Key benefits
Understand how you’re
meeting student needs
See where you perform
against competitors
Fine-tune your
competitive advantages
Identify gaps in
your performance
Inform targeted
resourcing and investment
Gain confidence
through objective data
How it works
1
March - April
Registration deadline and institution questionnaire
2
April - June
Mystery shopping fieldwork
3
July - August
Analysis and results preview
4
September - October
Report delivery and release of the global results
Mystery shopping
We employ real students as mystery shoppers. They place undergraduate and postgraduate study enquiries to each institution, using key channels like social media, email and live chat.
From the personas shown below, we select six of the most relevant for each country or region.
Mystery shoppers take on these identities and ask about courses.
They also ask questions about other common topics such as fees, accommodation, scholarships, admission requirements and processes.
The research typically involves 24 mystery shopping enquiries to each institution (six personas each with four enquiries).
Here are the mystery shopper personas used in the 2024 research round:
Scoring and benchmarking
Our benchmarking reports help you understand your performance relative to local and global competitors’.
You’ll also be compared with our standard of excellence – a measure informed by our expertise in student communication and insights from UniQuest’s conversion and student satisfaction data.
Evaluation criteria include channel availability, responsiveness, communication quality, follow-up and impact.
What can you expect?
You’ll receive a detailed, fully documented and personalised report with benchmarking, analysis and recommendations for improvement.
The final report and write-up was the most useful I’ve received in 12 years of working with multiple consultancies.
These guys are best in class right now. Clear comms, frequent updates, cultural sensitivity. They’re the bee’s knees in education consultancy.
The Edified team are just a delight to work with: flexible, knowledgeable and deliver great outputs.
We found the Enquiry Experience Tracker exceptionally useful to identify where we could and should do better! We are making alterations to our enquiry streams and processes on the basis of this information.
Enquiry Experience Tracker provides valuable insights to the service you give international students and to better understand how your channels are performing to meet their needs.
EET helps us monitor and measure the level of service our institutions were providing to prospective students. It was an excellent way of making what can be a clumsy exercise, professional and seamless.
Join the Enquiry Experience Tracker
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
- Complete a short questionnaire
- Edified conducts fieldwork and evaluation
- Edified sends you a final report
Registrations for the 2025 research will open in November 2024.
Registration options
Select your region
Essentials
A$ 5,550
Includes:
- 6 enquiries
- Personalised report
Standard
A$ 7,950
Includes:
- 24 enquiries
- Personalised report
- Presentation of results
Premium
A$ 13,860
Includes:
- 24 enquiries
- Personalised report
- Anonymised comparison with three competitors
- Presentation of results
- 1 x sales training workshop for your contact team (~20 people)
Three year registration
Three year registration
Register for 3 years to lock in the price + a 10% discount.
Group discount
Special rates for groups of 6+ institutions.
*Only one offer can be used at a time.
Essentials
C$ 5,550
Includes:
- 6 enquiries
- Personalised report
Standard
C$ 7,950
Includes:
- 6 enquiries
- Personalised report
- Presentation of results
Premium
C$ 13,860
Includes:
- 24 enquiries
- Personalised report
- Anonymised comparison with three competitors
- Presentation of results
- 1 x sales training workshop for your contact team (~20 people)
Three year registration
Three year registration
Register for 3 years to lock in the price + a 10% discount.
Group discount
Special rates for groups of 6+ institutions.
*Only one offer can be used at a time.
Essentials
€ 3,350
Includes:
- 6 enquiries
- Personalised report
Standard
€ 5,050
Includes:
- 6 enquiries
- Personalised report
- Presentation of results
Premium
€ 8,820
Includes:
- 24 enquiries
- Personalised report
- Anonymised comparison with three competitors
- Presentation of results
- 1 x sales training workshop for your contact team (~20 people)
Three year registration
Three year registration
Register for 3 years to lock in the price + a 10% discount.
Group discount
Special rates for groups of 6+ institutions.
*Only one offer can be used at a time.
Essentials
£ 2,750
Includes:
- 6 enquiries
- Personalised report
Standard
£ 3,950
Includes:
- 6 enquiries
- Personalised report
- Presentation of results
Premium
£ 7,110
Includes:
- 24 enquiries
- Personalised report
- Anonymised comparison with three competitors
- Presentation of results
- 1 x sales training workshop for your contact team (~20 people)
Three year registration
Three year registration
Register for 3 years to lock in the price + a 10% discount.
Group discount
Special rates for groups of 6+ institutions.
*Only one offer can be used at a time.
Essentials
US$ 3,750
Includes:
- 6 enquiries
- Personalised report
Standard
US$ 5,500
Includes:
- 6 enquiries
- Personalised report
- Presentation of results
Premium
US$ 9,945
Includes:
- 24 enquiries
- Personalised report
- Anonymised comparison with three competitors
- Presentation of results
- 1 x sales training workshop for your contact team (~20 people)
Three year registration
Three year registration
Register for 3 years to lock in the price + a 10% discount.
Group discount
Special rates for groups of 6+ institutions.
*Only one offer can be used at a time.
Register your interest
Registrations for the 2025 research will open on 1 November 2024. Complete the form to join our mailing list and receive updates.
Results from the 2024 research have been released. Get your copy of the global report here.
For any questions, please get in touch at [email protected]
Insights
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Just released: The 2024 Enquiry Experience Tracker Global Report
See how well institutions in major study destinations handled prospective student enquiries in 2024
2024 Enquiry Experience Tracker Awards
Find out which institutions are delivering world-leading experiences for prospective student enquirers