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KEY ELEMENTS OF
STUDY CHOICEAND STUDENT SATISFACTION
IN AN INTERNATIONAL PERSPECTIVE
Edwin van Rest StudyPortals
World top 500 universities
THE WORLDS TOP 500 UNIVERSITIESTHROUGH STUDENT EYES
FREE
STUDENT EYES RATING BY REGION
STUDENT EYES RATING BY COUNTRY
FINDING RELEVANT INFORMATION
RESPONSE TIME TO STUDENT ENQUIRIES
RESPONSE TIME TO STUDENT ENQUIRIES IN DIFFERENT CONTINENTS
NUMBER OF REMINDERS OF THE INSTITUTIONS THAT REPLIED TO FIRST ENQUIRY
Number of reminders
STRUCTURAL IMPROVEMENT:
• Track the funnel: webstats and CRM
• (let unbiased students) Mystery shop yourself – from finding your university, to application, to acceptance, ideally start study
To what extent do you trust the following forms of advertising?
WOULD YOU RECOMMEND?
WOULD YOU RECOMMEND?
RECOMMENDATIONS: GROWTH INDICATOR
SATISFACTION OF INTERNATIONAL EDUCATION
24
Bank
Apple - iPhone
International Education
-100 -80 -60 -40 -20 0 20 40 60 80
-35
36
57
60
Average accross industries: -10%
INTERNATIONAL STUDENT SATISFACTION
Would you recommend your study experience?
No, not at all Yes, certainly
Finland
Sweden
Denmark
Austria
Poland
Czech Republic
Norway
United Kingdom
Portugal
Switzerland
Germany
Netherlands
Belgium
7 7.5 8 8.5 9 9.5 10
Average satisfaction score
Average
NPS +52
+56
+63
+63
+61
+67
+66
+67
+67
+66
+72
+72
+77
WHY?
(the real top-of-mind reasons)
Negative reasons
Academics- Level (too low)- Unorganized
programme- English level of
teachers
35%
University services- Accommodation- Slow, bureaucratic
processes
21%
Cost- Living costs- Lack of financial aid
13%
City & Culture- City atmosphere, looks
& size- Unfriendly locals
12%
Positive reasons
City & Culture- City atmosphere, looks &
size- Friendly & helpful locals
27%
Academics- Clear but flexible structure- Quality of teachers
(approachable, helpful)
21%
Social life- Activities (travel, sports, ...)- Nightlife- International atmosphere
14%
Personal & Professional development- Discovering new cultures- Language learning
11%
KEY SATISFACTION INFLUENCERS (GLOBAL)
KEY TAKE AWAYS
• Make sure the right students find you, for the right reason
• Inform prospects well, see through student eyes
• Respond within 1 day. Follow up.
• Tracking, measuring, knowing, managing
• Engaging academics – happy and friendly service staff
• Ask your students to share their experience (STeXX)
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