“Institutions are missing a significant opportunity to nurture their leads while they are hot” is just one of the findings from this year’s Enquiry Experience Tracker (EET).

Edified’s Enquiry Experience Tracker, developed in partnership with UniQuest, looks at how well universities respond to prospective student enquiries. In 2022, the mystery shopping research benchmarked 107 institutions in top study destinations, including the UK, EU, US, Canada, Australia and New Zealand.

The 2022 EET Global Report, released in October, compares the experience of six different prospective student personas making enquiries to universities around the world. Enquiries were made through a variety of channels including email, peer-to-peer, WeChat and live chat then scored against 41 assessment criteria.

In this webinar, we will talk to the author of the report about the methodology, findings and conclusions, and we will talk to two institutions (who were part of the research) about the challenges faced by large organisations in handling enquiries effectively and consistently.

With one in five student enquiries going unanswered, improving enquiry management is an obvious opportunity for boosting the international pipeline. We will look at practical ways universities can improve performance and recruitment outcomes.

Elissa Newall, Partner, Edified, Australia

Jennifer Parsons, Product and Partnership Director, UniQuest, UK

Andrew Ness, Dean of International, Humber College, Canada

Michael Oppenheimer, Director of International Student Recruitment, Dalarna University, Sweden

How well do universities in top study destinations handle enquiries?