Snapshot
Services:
Research
Audience:
Leadership and internal stakeholders
Focus:
Student experience research
The challenge
Improve the student enrollment experience by identifying service limitations across key admissions and communication touchpoints.
Our solution
Conduct recurring secret shopper research across five consecutive semesters to measure responsiveness, communication, and consistency.
Key Achievements
- ✓ Five semesters of enrollment experience data collected
- ✓ Benchmarks established for responsiveness and service quality
- ✓ Gaps in communication and information clarity identified
- ✓ Leadership equipped to track progress and improvements
Why This Work Mattered
Every unanswered question or unclear next step can become a barrier for prospective students. This work helped North Florida College see the enrollment experience through a student’s eyes, giving leadership the insight needed to improve responsiveness, strengthen communication, and support a more accessible path forward.
What Colleges Ask Us...
What is secret shopper research in higher education?
Secret shopper research helps colleges understand how prospective students experience enrollment, admissions, and student services by simulating real inquiries and measuring responsiveness and overall service quality, giving leadership the strategic insight they need to improve their college’s ability to convert prospects into students.
About GradComm
GradComm is a strategic marketing agency rooted in community college and public education marketing. We help institutions increase enrollment, strengthen their brands, and create marketing that truly connects with students.
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AGI Accredited
