Customer Experience in the College/University Industry

This report presents findings on customer experience metrics in the college and university sector across various countries. It details satisfaction, trust, recommendation, and purchase intent among consumers who interacted with these institutions. The data indicates that Mexican consumers report the highest levels of satisfaction and likelihood to recommend their college experiences, while Italian consumers show the lowest levels of satisfaction and trust. Over the past three years, satisfaction has increased by 5 percentage points, and both likelihood to recommend and purchase more have risen by 4 percentage points. The report includes a comprehensive analysis of consumer responses from a base of 23,730 individuals across 23 countries, focusing on interactions within the last 90 days. Methodological details outline data collection processes and year-over-year calculations, emphasizing the importance of sample sizes in reporting metrics. The findings aim to inform stakeholders in the education sector about trends and changes in consumer perceptions.