Global universities transform international student support with record responsiveness in 2025
The quality of support for international students has improved sharply, according to the 2025 Enquiry Experience Tracker (EET). Institutions worldwide are now responding more warmly and efficiently, with personalised replies making a major difference. Australian and New Zealand universities have set the standard, outperforming global averages by a wide margin. The latest EET report reveals a clear shift in how universities handle student enquiries. Excellent responses have nearly doubled, rising from one-third in previous years to 58% in 2025. Meanwhile, negative experiences dropped from 33% in 2022 to just 18% this year. The global average score also reached 61 out of 100—the highest in four years.
Personalised and friendly replies played a key role in keeping students engaged. The data shows that warm, tailored responses made applicants seven times more likely to continue their interaction than quick but impersonal answers. Competition for international students is growing fiercer, turning enquiry handling into a crucial factor for success. For the first time, WhatsApp was included as an official enquiry channel. The results were strong, with 80% of messages answered within two hours. Among all institutions, James Cook University (JCU) stood out as the top performer, earning the title of 2025 global student favourite. Australian and New Zealand universities dominated the rankings, with 86% scoring above the global average. Their approach highlights how effective communication can set institutions apart in a crowded market.
The 2025 EET results confirm that universities prioritising responsive, personalised support are gaining an edge. With global competition for international students rising, those failing to improve their enquiry processes risk falling behind. The shift towards faster, warmer interactions is now a defining factor in attracting and retaining applicants.
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