Pre-Enrollment Service Quality

Measure and manage it across all brand touch points.

Why measure the pre-enrollment service experience?

You’ll lose enrollments if you don’t. Over 53% of students and parents say that the pre-enrollment service they receive from a college influences their selection decision.

They also say that service is one of the best ways to differentiate one college from another. The fact is: Prospective students and parents view the pre-enrollment service they receive as predictive of how the student will be served after enrollment. They will avoid colleges that exhibit bad service during the “college shopping” process.

How good is your service?

A recent national study conducted by Longmire and Company found that over 70% of participating institutions over-estimated the quality of their pre-enrollment service before it was measured and reported. SQM is a measurement and management tool that eliminates assumptions and delivers facts that can serve as the basis for change.

Measure all brand touch points.

Breakdowns in service (across any brand touch point) greatly impact your ability to recruit. SQM enables you to measure your pre-enrollment service delivery across numerous departments on campus.

You can also compare your institution’s pre-enrollment service delivery to that of other colleges.

Fix problems before they cost you enrollments.

One in ten students and parents say they have experienced a significant problem with a college’s pre-enrollment service. But more than 60% did not report it.

Among those who reported a problem, 72% say the college made no attempt to resolve it. When an attempt was made, only 25% said it was resolved to their satisfaction.

Get ground-level metrics to drive high-level change.

SQM enables you to attach service performance metrics to many areas on campus. It also gives you the opportunity to measure how closely your service level, as an institution, is living up to your brand promise.

Data from SQM helps you make immediate changes that will have lasting results.

You can even obtain alerts relating to students and parents needing immediate attention because of a recent negative experience with your institution.