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June 29, 2021

Enquiry Experience Tracker

Meeting prospective student needs in 2021

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 experience? 
What is the impact on your bottom line?

Introducing the Enquiry Experience Tracker

The Enquiry Experience Tracker (EET) is an annual research program designed to help universities understand how well they respond to enquiries from prospective students. 

✓ Personalised report showing your service levels compared to the sector

✓ Understand how well you are meeting student expectations

✓ Identify areas of strength and opportunities to optimise your performance

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.

A comprehensive mystery shopping program was completed across a representative sample of 50+ UK universities, covering six prospective student personas across Home and International along with key enquiry channels including phone, email and live chat. 

The enquiry experience was assessed against 14 criteria including find-ability, responsiveness, clarity and personalisation. The scoring methodology has been informed by insights from over 1 million student journeys and reflects today’s standard for effective student engagement.

Mystery shopping personas and channels

Scoring methodology

See the 2021 findings

How responsive is the UK sector to student enquiries? How often do universities follow up with students? What communication channels are universities offering students?

Discover benchmarks to define what good enquiry management looks like and how your institution compares.

>> Access the webinar and copy of the 2021 Enquiry Experience Tracker report <<

Your invitation to join the EET in 2022

All UK-based higher education institutions are invited to join the 2022 Enquiry Experience Tracker. The cost to participate is £2,450 / AU $4,950, which includes a personalised report with sector benchmarking.

To learn more about the Enquiry Experience Tracker, please get in touch with us via: or

An early bird discount of £250 / AU $500 is available to institutions who register before 31 December 2021.

Get the 2021 Enquiry Experience Tracker Report

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