You never get a second chance to make a good first impression.

The Enquiry Experience Tracker is a syndicated research program designed to help higher education institutions understand how well they respond to enquiries from prospective students.

Posing as prospective students, we place enquiries through your key channels and analyse the responses.

Our 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

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 below set of personas, we select six of the most relevant for each country/region of the world. 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).

Personas for the 2024 research will be announced in early 2024.
Here are the personas used in 2023.

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, our scoring model reflects today’s standard for effective student engagement.

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

  1. Register your institution by 31 March
  2. Complete a short questionnaire
  3. Edified conducts field work and evaluation
  4. Edified sends you a final report

Registrations for the 2024 research will close on 31 March 2024.

Registration options

£ 2,750
€ 3,350
CA$ 5,550
US$ 3,750
AU$ 5,550 + gst

6 enquiries
Personalised report

£ 3,950
€ 5,050
CA$ 7,950
US$ 5,500
AU$ 7,950 + gst

24 enquiries
Personalised report
Presentation of results

£ 6,950
€ 8,350
CA$ 13,500
US$ 9,750
AU$ 13,500 + gst

24 enquiries
Personalised report
Anonymised comparison with three competitors
Presentation of results
1 x team sales training workshop (~20 people)

Early bird
Register before 31 December for a 10% discount.  

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.

What can you expect?

You get a personalised report with benchmarking, analysis and recommendations for improvement.

See an example institution report from 2023.


Register for the 2024 Enquiry Experience Tracker

Sign up here to be a part of the 2024 research. Registrations will close on 31 March 2024.

To see the global results from the 2023 research round, visit our
results page.

For any questions, please get in touch at