The i-graduate ICEF Agent Barometer 2015

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1 The i-graduate ICEF Agent Barometer 2015

2 About i-graduate Established in 2005 In Over 1400 Institutions Across 30 Countries Feedback from over 2.3 Million Students 2

3 tribalgroup.com i-graduate.org obhe.ac.uk 3

4 i-graduate - Benchmarking and Comparative Insight Benchmarking student and stakeholder perceptions Establishing a global standard for the student experience Comparative insight to encourage institutional enhancement Opinion data as a performance metric 4

5 i-graduate - Benchmarking and Comparative Insight The global benchmark for the student experience Implemented by the world s best universities Established in 2005 Implemented by 1400 institutions Used in 30 countries Feedback from over 2.3 million students i-graduate Chairman: Professor Sir Drummond Bone Master, Balliol College, University of Oxford Former Vice Chancellor, University of Liverpool Former President, Universities UK 5

6 i-graduate: 2015 Market Leading Insight 6

7 The i-graduate ICEF Agent Barometer Online survey developed in partnership by i-graduate & ICEF Established in 2007, the ICEF Agent Barometer has tracked the opinions of agents across the world for 9 years The 2015 study ran for 3 weeks during October Overall 1,671 agents responded from 110 countries 8

8 Today s focus Recruitment/ Management Destination attractiveness Agent Profile ICEF Agent Barometer Scope of Activity Placements Best Study Destination Marketing Student Concerns 8

9 Survey front page 9

10 Survey: Incentives 11

11 11

12 Summary of agent demographics 1,671 agents responded from 110 countries 1 India Nepal Brazil Russia 34% 9% Pakistan Turkey Nigeria Spain Colombia Ukraine UK Vietnam 2% 2% 2% 2% 2% 3% 3% 3% 3% 3% 3% 3% 4% Canada Australia Italy China Mexico Other In which country is your office located? 12

13 Institutions represented of agents represent between 2-20 institutions % of agents represent over 100 institutions More than 100 Base No: 1,591 Approximately how many institutions does your company represent? 13

14 Total students placed 2 22% 2 19% 1 1 7% 7% 7% 9% 4% 3% 3% 2% Base No: 1,364 How many students have you sent in the last 12 months? 14

15 Contracts with institutions 2% 1% Yes, always 22% Yes, sometimes No 74% Don't know Base No: 1,064 Do you have contracts in place with the institutions you work with? 15

16 16

17 Programme levels English Language Programs University: Undergraduate University: Graduate/Postgraduate MBA Programs University: Foundation Diploma Pre-Masters/Postgraduate Qualifying Program (PQP) Certificate/Foundation Secondary and High School Vocational Diploma/Further Education Work & Study Programs Internships Work & Travel Programs University: Distance Education/Online Learning Other 9% 31% 3 24% 2 62% 62% 57% 5 54% 54% 51% 77% 74% 8 Base No: 1, For which programmes do you recruit students? 17

18 Types of language courses General language 82% Language for academic purposes 6 IELTS preparation 5 Business/Professional language 4 TOEFL preparation 29% Language plus another subject Group study tour Cambridge exams preparation Language for High School Language for teachers 21% 2 18% 1 14% TOIEC preparation Base No: 991 Other 4% What types of language courses do you place students in? 18

19 Number of students placed in the last 12 months: 5 year trend data Number of placements Total 297, , , , , ,915 Schools 16,202 39,419 26,523 12,500 11,056 17,554 Vocational Education 9,546 16,259 15,978 15,646 12,346 14,782 Foundation 8,811 16,080 11,189 12,489 7,084 8,627 Undergraduate 32,692 42,923 31,575 33,347 20,073 27,643 Graduate/Postgraduate 40,386 46,461 35,879 31,895 19,005 25,228 MBA Programmes 11,678 13,209 21,835 8,031 5,721 8,757 Work & Travel 20,217 21,861 1,006 19,296 24,354 25,688 Language Courses 148, , , ,530 No data No data Distance education/online learning 1,505 1,165 12,780 No data No data No data Work & Study Programmes 7,761 17,573 10,710 No data No data No data How many students have you sent in the last 12 months? 20

20 Degree levels of interest for online learning MBA's 48% Postgraduate taught degrees (MA, MSc.) 47% Undergraduate degrees (BA, BSc, etc.) 37% Foundation Degrees 27% Postgraduate research degrees (PhD, DPhil) 19% Base No: Which degree levels are most interesting for online learning in your agency? 21

21 Subject areas of interest for online learning Business-related studies 8 Computer Sciences 3 Hospitality/Tourism 33% Engineering 23% Social Sciences 22% Media-related studies 2 Medicine/Healthcare 14% Natural Sciences 8% Base No: 1,024 Other Which subject areas are most interesting for online learning in your agency? 22

22 23

23 How many students expect to place in next 12 months All markets USA (1088) Canada (1034) New Zealand (636) Australia (955) Ireland (536) UK (1000) Germany (569) Malta (407) Spain (376) Other (151) Switzerland (336) Italy (369) France (489) Malaysia (301) Netherlands (263) Singapore (267) China (306) South Africa (266) Japan (224) South Korea (183) Russia (209) UAE (194) India (210) Philippines (152) Thailand (139) Hong Kong SAR (149) Indonesia (133) 14% % 23% 21% 2 27% 29% 7% 7% 7% 12% 8% 7% 1 7% 9% 8% 9% 1 11% 1 9% 1 14% 31% 31% 3 33% 3 37% 4 39% % 5 52% % 78% 77% 7 74% 72% 71% 7 69% 1 17% 19% 22% 67% 64% 63% 61% 6 59% % 5 48% 47% 4 38% 33% 3 23% The same Less than the last 12 months More than the last 12 months How many students have you sent in the last 12 months? 24

24 How many students expect to place in next 12 months Emerging markets Malaysia (301) 31% 9% 61% Singapore (267) 3 59% China (306) 33% 11% 5 Japan (224) 37% 9% 54% South Korea (183) India (210) 4 14% The same Less than the last 12 months More than the last 12 months In the coming 12 months do you expect to send: 25

25 How many students expect to place in next 12 months Traditional markets USA (n=1088) 14% 7% 8 Canada (1034) 1 79% New Zealand (636) 1 78% Australia (955) 1 7% 77% UK (1000) 1 12% 74% The same Less than the last 12 months More than the last 12 months In the coming 12 months do you expect to send: 26

26 How many students expect to place in next 12 months by Programme University: Undergraduate (907) 4% 83% University: Graduate/Postgraduate (860) 14% 3% 83% MBA Programs (714) 1 4% 8 Work & Travel Programs (266) 18% 3% 79% Work & Study Programs (346) 18% 4% 78% Diploma (638) 19% 4% 77% University: Foundation (674) 21% 74% Internships (319) 2 8% 72% English Language Programs (1003) 2 8% 72% University: Distance Education/Online Learning (200) 24% 4% 72% Vocational Diploma/Further Education (544) 21% 7% 72% Pre-Masters/Postgraduate Qualifying Program (PQP) (574) 23% 71% Secondary and High School (618) 22% 8% 7 Certificate/Foundation (561) 2 7% 68% Other (85) 1 7% 78% The same Less More In the coming 12 months do you expect to send: 27

27 28

28 Main concerns/questions/complaints - BEFORE departing % 41% 41% % 21% 11% 4% Base No: 1,117 What are the main concerns/questions/complaints students and parents have? 29

29 Main concerns/questions/complaints BEFORE AND AFTER departing % Before departing Once overseas % 41% 37% 41% % 19% 1 24% 21% 2 11% 21% 4% 2% Base No: 1,117 What are the main concerns/questions/complaints students and parents have? 30

30 Student mobility concerns year-on-year : The global political and economic situation appear to be increasing concerns. What are the main concerns/questions/complaints students and parents have? 31

31 Study Visa concerns Canada UK Australia USA Germany New Zealand France Ireland Japan Italy South Africa Russia Netherlands Malaysia India China Malta Switzerland Singapore UAE Spain South Korea Indonesia Hong Kong SAR Thailand Philippines 4% 4% 4% 4% 4% 4% 3% 3% 3% 3% 3% 3% 3% 3% 2% 2% 8% 8% 1 21% In which countries did you experience these concerns/difficulties (Study Visa)? 27% Base No: % 32

32 33

33 Marketing Promotional materials and campaigns Marketing and visits to local schools/colleges (1032) 38% 5 Participation in education exhibitions in your country (1031) 38% 5 Individual institution brochures in English and your own language (1050) 1 39% 4 School/College profiles in your own agency brochure or handbook (1021) 1 42% 43% Institution profiles on commercial websites/websites available in your native languages (1020) 19% 4 3 Regular e-newsletters or e-zines sent to students (1001) 19% 47% 29% Editorial or Advertorial in local newspapers or magazines (993) 22% 44% 29% Giveaways (e.g. pens, keyrings, mouse pads, etc.) (1008) 8% 2 42% Very unimportant Unimportant Important Very important Please tell us how important the following criteria are (or could be) in terms of marketing for institutions: 34

34 Marketing Packages and Offers Financial support schemes, including scholarship/bursary schemes (1047) 34% 5 Having guaranteed entry to specific education institution programs (1039) 7% 33% 5 24 hour turnaround on admissions documents (1046) 7% 7% 3 51% Making packaged offers which include English language/elicos plus institution entry (1037) 11% 41% 41% An online application form which guarantees me VIP service (provided all supporting documents have been received) (1040) 7% Very unimportant Unimportant Important Very important Please tell us how important the following criteria are (or could be) in terms of marketing for institutions: 35

35 Marketing for institutions (top 10) Quick response times to enquiries and applications and regular communication updates (1030) 93% Agent manual with fees and information (1035) 91% Prompt payment of commissions (1029) Financial support schemes, including scholarship/bursary schemes (1023) Agent training workshops organised in the destination country (1030) Having guaranteed entry to specific education institution programs (1015) Regular visits by you and/or your staff to the education institution (1019) Participation in an Agent Incentive scheme (1002) % 88% 88% 88% Availability of an online application service (1026) 8 24 hour turnaround on admissions documents (1009) Please tell us how important the following criteria are (or could be) in terms of marketing for institutions: 36

36 39

37 Best study destination for English language courses Language courses (974) Ireland 4% Other Country Rank Rank Rank Rank Rank Rank UK Australia Canada USA USA 14% UK 37% Canada 17% Australia 22% Which study destination is best for language courses? 40

38 Best study destination for Secondary and high schools Secondary and High School (799) New Zealand Other 9% Australia Canada 28% Country Rank Rank Rank Rank Rank Rank Canada UK USA Australia New Zealand USA 2 UK 24% Which study destination is best for Secondary and high schools? 41

39 Best study destination for Vocational Diploma/Further Education Vocational diploma / Further education (667) New Zealand Other 9% Country Rank Rank Rank Rank Rank Rank Australia Canada UK USA New Zealand USA 11% Australia 3 UK 12% Canada 2 Which study destination is best for Vocational Diploma/Further Education? 42

40 Best study destination for Foundation Programmes (University) University: Foundation (719) Other Country Rank 2015 UK 1 Australia 2 USA 3 Canada 4 Canada UK 38% USA 17% Australia 19% Which study destination is best for the following for Foundation Programmes University? 43

41 Best study destination for Undergraduate Study (University) University: Undergraduate (842) Country Rank Rank Rank Rank Rank Rank USA Canada Australia UK UK 17% Other USA 34% Australia 18% Canada 18% Which study destination is best for Undergraduate Study (University)? 44

42 Best study destination for Graduate/Postgraduate Study (University) University: Graduate/ Postgraduate (807) Australia 17% Other USA 34% Country Rank Rank Rank Rank Rank Rank USA Canada UK Australia UK 18% Canada 18% Which study destination is best for Graduate/Postgraduate Study? 45

43 Best study destination for MBA Programmes University: MBA (784) Country Rank 2015 Rank 2014 Rank 2013 Rank 2012 Rank 2011 Rank 2010 USA UK Australia Canada Other 9% Canada 9% Australia USA 4 UK 23% Which study destination is best for MBA Programmes? 46

44 Best study destination for Work & Travel Programmes University: Work and Travel (558) Country Rank 2015 Rank 2014 Rank 2013 Rank 2012 Rank 2011 Rank 2010 USA Australia Canada UK New Zealand Other 18% New Zealand UK USA 4 Canada Australia 18% Which study destination is best for Work & Travel Programmes? 47

45 Best study destination for Work & Study Programmes Work and Study Programmes (641) UK 7% New Zealand Other 12% Canada 2 Country Rank 2015 Rank 2014 Canada 1 1 USA 2 2 Australia 3 3 Ireland 4 5 UK 5 4 Ireland 9% Australia 2 USA 21% Which study destination is best for Work & study Programmes? 48

46 Best study destination for Certificate/Foundation Certificate/Foundation (701) New Zealand USA 11% Other 1 Australia 28% Country Rank 2015 Australia 1 UK 2 Canada 3 USA 4 New Zealand 5 Canada 2 UK 2 Which study destination is best for Certificate/Foundation? 49

47 Best study destination for Internships Internships (595) Other 23% USA 32% Country Rank 2015 USA 1 Canada 2 Australia 3 UK 4 UK 1 Australia 1 Canada 19% Which study destination is best for Internships? 50

48 Best study destination for Diplomas Diplomas (689) USA 1 Other 9% Canada 3 Country Rank 2015 Canada 1 Australia 2 UK 3 New Zealand 4 USA 5 New Zealand 11% UK 1 Australia 2 Which study destination is best for Diplomas? 51

49 Best study destination for Pre-Masters/Postgraduate Qualifying Programmes (PQP) Pre-Masters/Postgraduate Qualifying Program (PQP) (665) Australia 17% Other 11% UK 29% Country Rank 2015 UK 1 USA 2 Canada 3 Australia 4 Canada 17% USA 2 Which study destination is best for Pre-Masters/Postgraduate Qualifying Program (PQP)? 52

50 53

51 Overall attractiveness of Study Destinations in 2015 Canada (1035) USA (1027) Australia (1005) UK (967) Germany (823) New Zealand (850) Ireland (798) France (769) Switzerland (715) Spain (693) Italy (700) Malta (672) Netherlands (613) Japan (599) Singapore (612) China (637) Malaysia (604) South Africa (590) UAE (530) Russia (562) South Korea (525) Hong Kong SAR (482) India (556) Thailand (491) Philippines (493) Indonesia (486) Other (106) 14% 33% 31% % 49% 47% 44% 42% 62% 59% 57% Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: 71% 71% 93% 93% 91% 9 89% % 83% 78% 77% % Note: Excludes respondents that indicated they Do not know 54

52 Trends in overall attractiveness: traditional markets USA '15 USA '14 USA '13 USA '12 USA '11 USA '10 Australia '15 Australia '14 Australia '13 Australia '12 Australia '11 Australia '10 Canada '15 Canada '14 Canada '13 Canada '12 Canada '11 Canada '10 UK '15 UK '14 UK '13 UK '12 UK '11 UK '10 New Zealand '15 New Zealand '14 New Zealand '13 New Zealand '12 New Zealand '11 New Zealand ' % 48%53%58% % 32% 33% 37% 6 64% 6 67% 52% 59%64% 63% 64% 63% 64% 63% 69% 73% 77% 77% 7 72% 73% 4 41%43% 41% 51% 54% 54% 52% % % 22% 37% 34% 31% 29% 27% 27% 37% 34%28% 27% 28% 29% 27% 29% 24% 1 9% 3%3% 4% 3% 3% 2% 1 11% % 2% 1% 2% 1% 1% Very attractive Attractive Unattractive Very unattractive Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: 3% 4% 2% 3% 4% 3% 3% 4% 4%3% 4% 4% 4% 4% 4% 4% 3% 4% 4% 55

53 Trends in overall attractiveness: emerging markets Japan '15 Japan '14 Japan '13 Japan '12 Japan '11 Japan '10 Malaysia '15 Malaysia '14 Malaysia '13 Malaysia '12 Malaysia '11 Malaysia '10 Singapore '15 Singapore '14 Singapore '13 Singapore '12 Singapore '11 Singapore '10 Thailand '15 Thailand '14 Thailand '13 Thailand'12 Thailand '11 Thailand '10 12% 17% 12% 11% 12% 9% 11% 9% 9% 9% 11% 11% 14% 8% 11% 12% 9% 38% 39% 38% % 47% %47% 4 37% % 39% 34% 3 31% 3 32% 3 28% 31% 28% 31% 27% 29% 1 21% 19% % 19% 1 12% 1 2% 19% 2 3% 19% 23% 18% 51% 52%47% 23% 24% 5 48% 28% 2 2 3% 23% 4 27% Very attractive Attractive Unattractive Very unattractive 8% 9% 7% 9% 1 8% Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: 56

54 Overall attractiveness of Study Destinations in 2015 USA (1027) Canada (1035) UK (967) Australia (1005) New Zealand (850) Germany (823) Ireland (798) Malta (672) Switzerland (715) Spain (693) Netherlands (613) France (769) Japan (599) Italy (700) Singapore (612) Malaysia (604) UAE (530) China (637) South Africa (590) South Korea (525) India (556) Thailand (491) Russia (562) Hong Kong SAR (482) Philippines (493) Indonesia (486) Other (106) 14% 11% 11% 1 8% 8% 4% 2% 12% 33% 28% % 21% 2 17% 17% % 22% 4 41% 34% 39% 48% 67% 63% 6 39% 3 47% 77% % 41% 57% 57% 4 58% 54% 5 63% 6 41% 47% 47% 4 Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: 38% % 3 33% 28% 32% 27% 27% 31% 31% 1 4% 1 7% 11% 21% 1 22% 14% 2 1% 2% 1 17% 11% % 23% 19% 21% 27% 3 14% 4% 4% 3% 4% 8% 4% 7% 3% 8% 3% Very attractive Attractive Unattractive Very unattractive Traditional markets remain top of attractive list 57

55 Overall attractiveness of Study Destinations in 2015 (Indian Agents): USA (112) Canada (122) Australia (118) New Zealand (106) Germany (81) United Kingdom (100) Singapore (85) India (47) France (77) Switzerland (75) The Netherlands (52) Malta (51) Ireland (83) Spain (59) Italy (62) Malaysia (56) Philippines (49) Japan (44) Russia (52) UAE (54) South Africa (47) Thailand (43) South Korea (40) Indonesia (39) Hong Kong SAR (45) China (53) Very unattractive Unattractive Attractive Very attractive 8% 4% 1% 12% 4% 4% 32% 2% 3 1% 51% 4% 2 2% 1 4% 1 1% 8% 31% 14% 29% 4% 12% 3% 37% 3% 2 18% 29% 24% 1 34% % 21% % 22% 17% % 5 44% Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: Note: Excludes respondents that indicated they Do not know 51% 73% 47% 42% 63% % % 44% 42% 3 21% 21% 2 19% 12% 11% 8% 8% 7% 27% 4% 4% 32% 2% 23% 3 33% 28% % 59% 57% 2 58

56 Overall attractiveness of Study Destinations in 2015 (Chinese Agents): USA (23) 4% 4% United Kingdom (23) 4% 4% Canada (22) Australia (24) 4% New Zealand (18) Other - Please specify (4) Singapore (17) China (9) Hong Kong SAR (16) Germany (20) Italy (14) Japan (15) Ireland (15) Switzerland (16) France (17) UAE (11) Thailand (13) Malta (13) South Korea (13) Spain (14) Malaysia (14) South Africa (12) Russia (12) Philippines (11) The Netherlands (11) Indonesia (14) India (14) 8% 7% 18% 8% Very unattractive Unattractive Attractive Very attractive 22% 1 21% 18% 1 23% 27% 17% 18% 33% 33% 33% % 3 38% 44% 5 23% 29% 42% 64% 4 6 Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: Note: Excludes respondents that indicated they Do not know % 7 71% 69% 54% 33% 91% 53% 53% 74% 73% 2 62% 57% 27% 73% 43% 5 58% % 29% 1 33% 2 24% 22% 27% 8% 19% 1 14% 12% 9% 8% 8% 8% 7% 7% % 14% 59

57 Overall attractiveness of Study Destinations in 2015 (Russian Agents): United Kingdom (52) USA (51) 4% Canada (54) Germany (51) 2% Malta (51) 2% Switzerland (51) Spain (48) 2% France (52) The Netherlands (47) 2% Ireland (52) China (43) Australia (51) Russia (26) Italy (49) Singapore (40) UAE (34) New Zealand (45) Japan (38) Hong Kong SAR (30) Thailand (33) South Africa (37) Philippines (37) Malaysia (35) South Korea (36) Indonesia (36) India (37) 2% 12% 8% 9% 2% 12% 12% 14% 22% % 19% 14% 22% 28% Very unattractive Unattractive Attractive Very attractive 21% 24% % 29% 4 51% 53% 63% % 6 64% 62% 6 63% 48% 49% 7 51% 47% Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: 58% 62% 59% 61% 79% 73% 31% 47% 54% 6 47% 4 37% 29% 29% 28% 27% 2 24% 23% 18% % % 31% 14% 11% 8% 3% Note: Excludes respondents that indicated they Do not know 60

58 Overall attractiveness of Study Destinations in 2015 (Nepalese Agents): 4% 3% 1 2% 3% 2% 18% Germany (49) Ireland (50) 12% Australia (72) USA (70) Japan (53) New Zealand (64) Canada (65) Other - Please specify (11) United Kingdom (54) The Netherlands (37) 2% 3% France (44) India (58) Spain (35) Switzerland (44) Malta (31) Philippines (43) Italy (40) Russia (32) South Korea (33) China (36) Hong Kong SAR (29) South Africa (34) Singapore (35) UAE (25) Thailand (30) Malaysia (38) Indonesia (29) 3% 7% 3% 9% 3% 3% Very unattractive Unattractive Attractive Very attractive 14% 1 17% 22% 24% 2 21% 17% 19% 23% 23% 18% 38% 38% 9% 34% 38% 37% 42% 39% 49% 5 27% 69% 64% 57% 62% % 8 48% 52% Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: Note: Excludes respondents that indicated they Do not know 6 89% 83% % 69% 42% 47% 54% 6 58% % 24% 22% % 14% 12% 1 9% 9% 8% 17% 7% 28% % 61

59 Overall attractiveness of Study Destinations in 2015 (Pakistani Agents): Australia (53) USA (51) Canada (50) New Zealand (42) United Kingdom (51) Germany (43) Ireland (41) The Netherlands (26) Italy (32) Switzerland (27) France (31) Spain (26) Japan (25) South Korea (23) Malta (22) Malaysia (42) Thailand (18) Indonesia (21) China (32) Singapore (23) Russia (26) South Africa (16) Hong Kong SAR (18) UAE (31) Philippines (16) India (23) 12% 1 12% 1 9% 7% 4% 3% 7% 12% 8% 9% 9% 7% 1 17% 3% 12% 22% 2 Very unattractive Unattractive Attractive Very attractive 2% 7% 7% 18% 23% % 22% 27% 38% 1 34% 52% 44% 3 33% 39% 47% 61% 4 42% 53% 52% 52% 5 61% 5 71% Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: Note: Excludes respondents that indicated they Do not know 4 52% 5 38% 7 63% 6 74% 69% 43% 5 44% 43% 48% 4 39% 37% 32% 31% 28% % 2 17% 14% 12% 11% 11% 14% 1 9% 9% 8% 17% 4% 62

60 Overall attractiveness of Study Destinations in 2015 (Vietnamese Agents): USA (26) 8% Canada (22) Australia (26) United Kingdom (20) Japan (11) 9% UAE (4) South Africa (4) Switzerland (14) 7% New Zealand (15) The Netherlands (10) Malta (6) Thailand (7) Spain (8) Singapore (16) South Korea (10) 1 Germany (10) 1 Russia (7) Philippines (9) Malaysia (7) Italy (7) Ireland (5) Indonesia (6) India (6) Hong Kong SAR (3) France (8) China (8) % 22% Very unattractive Unattractive Attractive Very attractive 8% 29% 2 17% 17% 32% 38% 33% 43% % 57% 67% 2 71% 67% 8 17% 5 64% 81% % 67% Please give your opinion on the overall attractiveness of the following countries as a study destination for students from your country: Note: Excludes respondents that indicated they Do not know 8 63% 88% 78% % 62% 33% 43% 71% 57% 4 43% 38% 33% 27% % % 14% % 17% 63

61 65

62 Leads from online sources 1 17% Base No: 1,133 14% % What percentage of your leads come from an online source (website, social media)? 66

63 Most important tool in managing business Salesforce (generic) Other 8% Salesforce (customised) 11% Excel 24% Base No: 1,133 Paper 12% Google Docs/Dropbox 22% Custom in-house technology 18% Which tool is most important in managing your business? 67

64 Contact details Thank you! Please leave your card for a copy of these slides For further information about the Agent Barometer, please contact Miriam Vincken (miriam.vincken@i-graduate.org) For further details of any of our other research services, please contact a member of the i-graduate Research Team (info@i-graduate.org) Where we work: ASIA AUSTRALIA & NEW ZEALAND NORTH AMERICA UK & EUROPE

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