how international students perceive education agents€¦ · • wes delivers credential evaluation...

How International Students

Perceive Education Agents

DECEMBER 11, 2017

Ian Wright, Director of Partnerships

© 2017 World Education Services. All rights reserved. 2© 2017 World Education Services. All rights reserved.

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© 2017 World Education Services. All rights reserved. 3

Presenter

Ian Wright [email protected] of Partnerships

Ian is an experienced administrator, previously as Director of International Admissions at LIU Post. He earned a master’s degree in education from Hunter College and bachelor’s degree in industrial and labor relations from Cornell University.

Ian works with institutions and organizations to meet their internationalization priorities through partnerships and research.

Ian has previously presented at ICEF Vancouver as well as various industry conferences including NAFSA, AIRC, AIEA, and the recent NAFSA Tri-Regional (I, II and IV).

mailto:[email protected]

Agenda

PART I: Introduction

PART II: Overview of Methodology & Respondents

PART III: Research Findings

PART IV: Implications & Recommendations

PART V: Q & A - Discussion


Part I:

Introduction


Agent Utilization in the U.S.

Source: - 2016 Bridge Education Group, Inc.- Pace of Adoption of International Student Recruitment Agencies by U.S. Institutions.- NACAC’s 2015 Admission Trends Survey of 4-Year Colleges and Universities and NACAC’s 2014 Counselling Trends Survey

Estimated share of post-secondary

international student enrollment via agencies

Usage rate of international student

recruitment agencies by U.S. colleges/universities

• 34% since 2013

37%22%


WES Survey Results Summary

Student satisfaction with services offered, “met expectations”

Agreed agents provide useful information & valuable suggestions

Indicated that expenses were reasonable

75%

70%

83%


https://wenr.wes.org/wp-content/uploads/2017/06/Jun17_SEVIS_SB.png


Top Student Concerns

• Quality Control & Conflict of Interest

• Misrepresentation of university information

• Untimely feedback

• Document fraud

• Unclear fee structures

• False promises about guaranteed admission

• Unrealistic expectations about on-campus jobs or scholarship opportunities


Part II:

Overview of Methodology and

Respondents


Research Objective

To understand the experiences of international students with education agents and provide insight into some of the complexities of the global agent market as experienced by students.

The report sheds light on unexplored markets that can help to inform institutions that already have relationships with agents, and for those that do not, to understand the broader market.

• The prevalence of agent-use among WES applicants

• How students interact with agents

• Regional variations in agent use and concerns

Decoding International Students’ Experiences With Education Agents: Insights for U.S. Institutions (June 2017)

https://wenr.wes.org/2017/06/decoding-international-students-experiences-with-education-agents-insights-for-u-s-institutions


Methodology

• Review of Literature

• Survey of WES applicants in March 2017• 5,880 respondents either currently enrolled or

planning to enroll in U.S. higher education institutions

• Representing five regions and over 50 countries

• 1,336 respondents used agents (just under 23%)

• Limitations: academic level; English proficiency

NOTE: Percentages may not add up to 100 as “not sure” has been removed from analysis; Labels less than 5% have been removed in some charts


The Use of Agents by International Students

“My agent helped me with aspects that I wasn’t sure about, or had no knowledge about. We were looking for someone who thoroughly knew the entire process of applications as we were not ready to make any mistakes or delay my graduate admissions.”

– Graduate student, India


Respondents Profile

“Other” removed from the charts

13%

87%

45%51%

4%


Agent Use – Prominence in (East) Asia

NOTE: North America, Southeast Asia, and Oceania - not included in regional analyses due to low response rates.


Part III:

Research Findings


The Agent Landscape


Yes85%

No13%

Not sure2%

Paying the agent

46%

13%

13%

8%

10%

4%6%

Amount paid to agents

Less than $500

$501 - $1,000

$1,001 - $3,000

$3,001 - $5,000

More than $5,000

Not sure

Prefer not to answer

How Pervasive is “Double-Dipping”?


Compensation Trends by Region

46%


Student Motivations and

Agent Selection Criteria


Reasons for Using Agents by Regions*

*Percentage shown for each region is significantly higher than others

South & Central Asia

East Asia EuropeSub-Saharan

AfricaLatin America & Caribbean

46%

Help in selection of which schools and/or

programs to apply

48%

Reduced the time and effort needed to

prepare and/or complete admission

applications

52%

Lack of knowledge about the college

application process in the U.S.

50%

Reduced the time and effort needed to

prepare and/or complete admission

applications

51%

Help meeting specific requirements (such

as GPA, standardized tests, essay

completion, etc.)

42%

Help preparing for visa

interviews/application

37%

Increase in admissions probability

48%

Limited knowledge about U.S. higher

education institutions

33%

Help preparing for visa

interviews/application

49%

Lack of knowledge about the college

application process in the U.S.

35%

Career advice/counselling

10%

Language obstacles

31%

Help meeting specific requirements (such

as GPA, standardized tests, essay

completion, etc.)

27%

Recommendation from friends/family

37%

Increase in admissions probability


Factors in Choosing an Agent

*Percentage shown for each region is significantly higher than others


47%

Offer variety of services ranging from visa application to admission application process

East Asia

Europe

Sub-Saharan Africa

Latin America & Caribbean

39%

Cost

30%

Promised guaranteed admission to a specific educational institution

24%

Member of national organization

53%

Certified or recognized by international standards

82%

Knowledge and expertise of U.S. admission guidelines and education system


Agent Usage


Use of Services by Academic Level

Undergraduate

• 80% - Use variety of agent’s services

• Compensation paid:

• 29% paid less than $500

• 24% paid $1,001–$3,000

• Higher use of some advisory services:

• Financial aid and scholarship opportunities at institutions (90% vs. 78% graduate)

• Standardized test-taking preparations (82% vs. 67% graduate)

• Higher use of some pre-arrivalservices:

• Housing and accommodation (65% vs.47% graduate)

• Travel arrangements (61% vs. 48% graduate)

Graduate

• 73% - Use variety of agent’s services

• Compensation paid:

• 47% pay less than $500

• Higher use of some prospectingservices:

• Suitable degrees and program options (92% vs. 90% undergraduate)

• Selection of schools (94% vs. 92% undergraduate)

• Higher use of some applicationservices:

• Services such as essay, resume or personal statement editing (84% vs. undergraduate 81%)


Use of Agents at Each Stage of the

Admission Cycle


Services Used at Prospecting Stage

93%

91%

88%

81%

79%

69%


Services Used at Application Stage

83%

72%

92%

84%

76%

69%


Services Used at Enrollment/Pre-Arrival Stage

0%

10%

20%

30%

40%

50%

60%

70%

80%

South and Central

Asia

East Asia Europe Sub-Saharan Africa Latin America &

Caribbean

Housing and accommodations

Visa application preparation and processing

Banking and insurance needs

Pre-departure orientation (such as: insights into cultural issues and adjustment or safety issues)

Travel arrangements

68%

60%

49%

59%

49%


Overall Satisfaction with Agents


Overall Satisfaction

4% 3% 4% 6% 3% 7%

11% 10%17%

7%8%

5%

54% 56%

57%

48%44% 41%

29% 30%19%

38%41% 43%

Overall South and Central

Asia

East Asia Europe Sub-Saharan

Africa

Latin America &

Caribbean

Overall Satisfaction With Agent

Very dissatisfied Dissatisfied Satisfied Very satisfied

“Not sure” removed from chart


23% 23%21%

31%

37%

28%29% 27% 27%

33%

39%37%

26% 26%

21%

34%

41% 42%

23% 23%

17%

25%

41%

35%

Overall South and

Central Asia

East Asia Europe Sub-Saharan

Africa

Latin America &

Caribbean

Q:Please rate your level of agreement with the following statements

My agent recommended best-fit schools based on my interests and capabilities

My agent provided me with current, accurate and honest information throughout the process thatenabled me to make an informed choice

My agent had adequate knowledge and expertise that helped guide me through the entire studyabroad process

My agent provided me with service(s) that were a good value for the money

Percent indicates selection of “strongly agree”

Student Satisfaction with Agent Services


Perceptions of Integrity

81%

85%

Recommended best-fit

schools based on my

interests and

capabilities

Provided me with

current, accurate and

honest information

throughout the process

that enabled me to

make an informedchoice

Measurement of Agents

Integrity (agreement

level)

*Percentage shown are average of both factors


82%

Agreement Level*

East Asia 83%

Europe 90%


How Agents Influence Students’ Decisions

13%12% 12%

17%

26%

20%20%18%

16%

28%

44%

31%

17%

13%15%

30%32%

37%

Overall South and CentralAsia

East Asia Europe Sub-SaharanAfrica

Latin America &Caribbean

Q: Please rate your level of agreement with the following statements:

My agent influenced my decision to enroll at an institution

My agent increased the likeliness for me to get enrolled at a U.S. institution

My agent played a significant role to set me up for success at my institution

Percent indicates selection of “strongly agree”


Challenges Students Face with their Agents

28%

29%

30%

27%

19%

20%

22%

23%

23%

21%

23%

22%

17%

44%

21%

19%

28%

13%

9%

24%

0%

20%

22%

18%

15%

25%

16%

22%

11%

10%

15%

15%

3%

7%

28%

5%

2%

11%

4%

3%

5%

0%

OVERALL

SOUTH AND CENTRAL ASIA

EAST ASIA

EUROPE

AFRICA SUB-SAHARAN

LATIN AMERICA & CARIBBEAN

MIDDLE EAST & NORTH AFRICA

Unresponsive to my queries

Unclear financial arrangement or fee structure

Misrepresentation of information related to institutions

Unrealistic expectations about on-campus jobs and/or scholarship opportunities

False promises about guaranteed admission at your top choice school

Document fraud or unethical practices

Note: chart does not add up to 100%


Part IV:

Recommendations


Recommendations for Institutions

• Devote time to understand how students work with agents in different regions.

• Thoroughly investigate business practices at agencies (and their sub-agents).

• NACAC publication Trusted Sources: Seeking Advice on Applying to Universities in Another Country helps

students make informed decisions about services.

• Use your website to educate parents/students about differences in agent business models to promote transparency and good practices.

• Assess how your institution educates agents and can assist them with addressing students’ needs in a timely and meaningful manner.

https://www.nacacnet.org/knowledge-center/international/trusted-sources/


Open Discussion: Agent Integrity,

Knowledge, and InfluenceWhere Students Say Agents Fall Short

• “It was too expensive, and I ended up doing everything on my own.” –Graduate student, France

• “They did not help me as I expected them to. They also discouraged me from applying to better schools, saying I wouldn’t get an admit. I applied anyway, and got an admit.” –Graduate student, Korea

• “My agents are too business-minded, and work for the sole reason of improving their income. I would have liked it if their service was student-centered.” –Undergraduate student, Sri Lanka

• “The agent had ties with various universities, and insisted that I apply at those universities.” –Graduate student, India


Next Steps

Related Research

Decoding International Students’ Experiences With Education Agents: Insights for U.S. Institutions

Additional Original WES Research Webinars

Career Outcomes among U.S.-Educated International Students

Series: International Student Satisfaction in the U.S.

https://wenr.wes.org/2017/06/decoding-international-students-experiences-with-education-agents-insights-for-u-s-institutions

http://knowledge.wes.org/event-career-outcomes-among-u.s.-educated-international-students.html?utm_campaign=wes-training&utm_source=wes-partner-events&utm_medium=web

http://knowledge.wes.org/On-Demand-International-Student-Satisfaction.html


QUESTIONS AND COMMENTS


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Our Research and Training includes:

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WES Resources

http://wenr.wes.org/

https://www.wes.org/partners/research/

https://applications.wes.org/country-resources/

https://www.wes.org/partners/events


Resources for Students and Skilled Immigrants

WES Global Talent Bridge

ESL Tool Kit, Pathways to Success Seminars globaltalentbridge.org/

WES Advisor

wes.org/advisor-blog/

Free Degree Equivalency Tool

applications.wes.org/degree-equivalency-tool/

iGPA Calculator

applications.wes.org/igpa-calculator/

http://www.globaltalentbridge.org/

https://www.wes.org/advisor-blog/

https://applications.wes.org/degree-equivalency-tool/

https://applications.wes.org/igpa-calculator/

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