Universities Boost International Student Service, Led by Australia and New Zealand
Universities worldwide have significantly improved their service to prospective international students, with Australian and New Zealand institutions leading the way, according to the 2025 Enquiry Experience Tracker (EET). The average global score for enquiry responses reached an all-time high of 61 out of 100.
The EET revealed that warm, personalised responses boosted the likelihood of students continuing engagement by seven times compared to quick but impersonal replies. As competition for international students intensifies, enquiry handling has become a critical differentiator.
WhatsApp emerged as the most reliable and satisfying global entry channel, with 80% of enquiries answered within two hours and students twice as likely to re-engage. The University of Technology Sydney (UTS) achieved the best results in the student survey and was titled 'Global Student Favourite'.
James Cook University (JCU) was the top performer globally for enhancing enquiry handling and student engagement, earning the title of 2025 global student favourite. Negative enquiry experiences have plummeted from 33% in 2022 to 18% in 2025, while excellent responses have nearly doubled to 58% during the same period.
The 2025 EET shows significant progress in universities' handling of prospective international student enquiries. With WhatsApp leading as the preferred channel and institutions like UTS and JCU setting high standards, the future looks promising for enhanced student engagement and satisfaction.
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