Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for general education/course enquiries typically related to course curriculums, schedules, pricing, etc.

Whilst there can always be some debate around sample sizes, ratios of FTEs to the customer base, demographics, busy periods than usual, etc, that can potentially influence results, the reality is none of that is important to a customer.

Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect.

As we need to remain anonymous, the results we publish typically reflect the experience for new student enquiries where no student ID is required.

Existing students with billing enquiries, timetable changes, campus enquiries, etc, may have a different experience as these can often be handled by different teams and/or treated with different priorities.