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loginEvery interaction a prospective student has with your university shapes their decision to enrol. From their first phone call to navigating your website and visiting campus, these moments define their journey all the way to graduation. But how can you ensure they’re receiving the best possible experience? What impression does your institution truly leave on its current students?
At Mystery Management, we help institutions uncover the reality of the student experience through our University Mystery Student Programme. Our trained mystery shoppers, posing as real students, engage with your university just as any student would—navigating enrollment, accessing support services, using campus facilities, and interacting with your staff. Their insights go beyond surveys and feedback forms, providing a genuine, unfiltered view of what it’s like to study at your institution.
What is a University Mystery Student?
A university mystery student is a trained individual who poses as a regular student to assess and evaluate various aspects of university life. They interact with different departments and services, providing an objective perspective on the quality of student experiences. This includes everything from the application and enrolment processes to interactions with faculty, student support services, digital accessibility, and the overall campus environment.
Education Mystery Shoppers are becoming a trend with top universities. Unlike traditional feedback from parents and students, which can be biased or inconsistent, mystery students offer structured, detailed evaluations based on real-time interactions. Their role is to uncover both strengths and weaknesses, ensuring universities receive an honest assessment of their services.
How the University Mystery Student Programme Works
Our structured approach ensures that universities receive actionable insights tailored to their specific needs. Here’s how the process unfolds:
- Recruitment & Planning – We carefully select and train mystery students to align with the university’s target demographics, giving them a list of objectives to accomplish under various scenarios.
- On-Campus & Online Evaluations – Mystery students assess multiple touchpoints, including course enquiries, enrolment, faculty engagement, student services, library resources, accommodation services, and online learning platforms. The evaluation extends to virtual interactions, ensuring that digital experiences are as seamless as on-campus services.
- Detailed Reporting & Insights – Findings are compiled into comprehensive reports, offering clear and constructive feedback. These reports outline strengths, areas for improvement, and actionable recommendations for universities to implement.
Key Benefits for Universities
Why Choose Mystery Management?
At Mystery Management, our mystery students are carefully trained to deliver accurate, in-depth insights, empowering institutions to make meaningful improvements.
We understand that each university is unique, which is why we tailor our approach to align with the specific goals and objectives of your institution. Our reporting goes beyond simple observations, providing recommendations that directly contribute to enhancing the student experience. By working with us, universities gain a competitive edge, ensuring they remain a top choice for students seeking high-quality education.
Louise Heffernan
Owner and Director
25+ years of experience with a demonstrated history of working in the Hospitality industry. Skilled in Management, Gaming, Food & Beverage, Business Planning, and Coaching.
Tahnee Roden
National Operations Manager
First in command, Senior Mystery Shopper (hence the hidden identity), and a management specialist, Tahnee efficiently handles the day-to-day operations of the business, which includes managing, and scheduling our shoppers & face-to-face interaction with our clients.
Bhavik Hingu
IT Manager/Development
Bhavik is the brains behind our software, from inception he has efficiently handled the day to day software and development which is the heartbeat of our business, this includes the management and development of new technology.
Mystery Shoppers
2,000+
We utilise more than 8000+ Mystery Shoppers spread across Australia.
Take the Next Step
Help shape a better future for your student faculty. Discover new areas of opportunities to improve your institution.
Get a free quote on a tailored mystery student programme. Enquire Now!
We also offer Mystery Shopping in Australia with services that extend to other industries. Browse our complete list of mystery shoppers on our website.
Brands we work with
You’re in good company!
“Mystery Management has helped us deliver a Mystery Shopping Program that delivers tangible feedback on our performance for every aspect of the customers’ journey. With a motto of “anything you want, we can make happen”, they’ve been an absolute pleasure to work with”
Sarah Young / Transit Systems
“Sydney Ferries operator, TransDev, has been working with Mystery Management since 2016. The professionalism, flexibility and data robustness Mystery Management has demonstrated and provided to our organisation is second to none. ”
Anne-Laure Saluden / TransDev
“Mystery Management has played a major part in the Thomas Hotels customer service success, the program has helped the Management create a culture of accountability among our frontline staff and has focused our manager’s responsibility for each area of their Hotel.”
Chris Thomas / Thomas Hotels
“Mystery Management have become acritical part of the way we deliver service. The reports they deliver are easy to digest and Lou and the team are great to work with. Highly recommended.”
Hamish Watts & Ben Carroll / AppleJack Hospitality
“Mystery Management has provided valuable feedback for our business. We have been able to evaluate our current systems, improve our internal procedures and develop new programs for our security officers and clients.”
Martine Masseh / Urban Protection Group
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We are proud to have meaningful, ongoing relationships with the businesses we work with