Tag: Mystery Shopping


Don’t Lose Sight of the Silver Lining

When using mystery shoppers to assess your staff’s performance, don’t focus solely on the negatives.   Making sure your institution’s admissions staff is performing to the best of its ability and consistently representing the school in a way that leaves a positive impression on prospective students is, obviously, a very important thing. That’s why more schools are utilizing “mystery shoppers”

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Mystery Shopping Results

Norton Norris’ 20 years of experience in reviewing enrollment practices has added substantial value to admissions processes at campuses nationwide. Mystery shopping is the primary tool used to provide recommendations in five key compliance areas. Below is how Norton Norris helped one school improve over the span of a few years.  


January Tales from the Trail: Defrosting Icy Admissions Interviews

As we’ve watched the temperatures here in our beloved Chicago go from ridiculously frigid to reasonably frozen, we’ve seen plenty of representatives with demeanors just as chilly as our trademark wind! From snarky compliance answers to refusing to provide ANY information during phone interviews, we’ve seen a flurry of bad-mannered behavior. We totally get it here at Norton Norris –

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October Tales from the Trail: Eclipsing Noncompliance

Did you know that compliance best practices drop by 35% during a solar eclipse based on our studies? Well, not really! But we sent out a staggering amount of exception reports this quarter, all of which just happened to align with the eclipse. From grumpy FA reps to overly aggressive admissions reps, everything was just a little bit crazier this

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August Tales from the Trail: We’re Not Ready to Enroll!

We’ve noticed along the trail that a variety of tactics are used to encourage prospective students to enroll. We go into every interview expecting representatives to be focused on building relationships, answering questions, and highlighting the great things the school has to offer. Most of the time, that’s exactly what happens! We’ll have a great interview, full of valuable information

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April Tales from the Trail: Fun with Smartphones

Students that are part of the younger generation really like to use their smartphones – for everything besides phone calls! Since it can be difficult to reach students on the phone, admissions representatives should be working to engage in ways that are most comfortable for them. In our trail travels, we’ve come across more than a few instances of what

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March Tales from the Trail: How much will this cost?

The million (well, thousand) dollar question. The question almost every prospective student will ask when they visit your college…is your Admissions team prepared to answer it? Even at schools with access to professionally printed tuition sheets and expertly designed collateral to hand out, our covert evaluators continue to find representatives who have a hard time providing the information. Deferring the

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4 Things your College Admissions Team is Probably Missing

You may have already heard about the vastness of our travels by diligently following our curiously entertaining blog Tales from the Trail, but in case you haven’t yet discovered it, you might be unaware of our ongoing journeys from sea to shining sea.  You also may not know that we have quite a variety of evaluators in our stable of

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January Tale from the Trail: The First Admissions Interview

2016 is saying goodbye at last! It’s time to move on to a new year and take with us all we learned. We all want to start off on the right foot and set the tone for 2017! The first person that most prospective students interact with at the school is an admissions advisor. They’re responsible for the all too

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Mystery Shopping: July Tales from the Trail

This summer is off to a hot start…almost as hot as the topic of institutional accreditation! It’s important for representatives to understand and accurately represent the school’s accreditation, including the full name of the accreditor and what exactly being accredited means. From our trail stops, we’ve learned that prospective students are all too often given partial or inaccurate info.  

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