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COVID-19: Sannam S4 Education Team Sentiment Snapshot  [Week 4, April 6 - April 10]

Key Highlights:

  • Student outlook during the current situation

  • Education Stakeholder outlook

  • Agent Outlook

  • Overall Sentiment of the Education Market

  • How do we Engage our Stakeholders?

  • Current Focus

  • Key Challenges

  • Top most Student queries

  • Support extended by Institutions


Published weekly, the COVID-19 education team sentiment snapshot highlights information drawn from a survey conducted every week in an effort to gather on-ground intelligence from our education team to assist all our stakeholders (students, Universities, Agents etc.) in preparing for the uncertainty surrounding the ongoing COVID-19 situation. This snapshot presents the insights from a survey conducted with our on-ground education team in India from April 6 to April 10, 2020 and captures how the sentiments have evolved since past 4 weeks. All the survey results have come in with 2 weeks into the country-wide lockdown declared in India on 24th March’2020.

We surveyed 31 of our in-country representatives for various Universities across Australia, Canada, New Zealand, United Kingdom and United States of America.


Key Findings from our survey:

Student Outlook:

  • Uncertain (45%)
  • Neutral (32%)
  • Positive (16%)
  • Negative (7%)

Education Stakeholder outlook

  • Unceratin (39%)
  • Nuetral (33%)
  • Positive (26%)
  • Negative (2%)

Agent Outlook

  • Uncertain (42%)
  • Neutral (25%)
  • Positive (21%)
  • Negative (12%)

Overall Sentiment of the Education Market

  • Uncertain (50%)
  • Neutral (26%)
  • Positive (14%)
  • Negative(10%)

There is an increasing amount of uncertainty surrounding the current situation, which is also reflecting in the overall sentiment of the education market along with student and agent outlook.

  • Our entire education team continue to suggest use of multiple channels to drive deeper engagement with stakeholders.
  • Email (93%) and WhatsApp (84%) continue to dominate as a preferred choice for the education team to Engage with Stakeholders. 81% are also using Phone Calls along with 38% of our education team using Skype. Zoom is quickly gaining popularity amongst the education team this week with 78% of them using it to engage stakeholders, an increase of 19% since last week. With the increase in security concerns around usage of Zoom, it will be interesting to notice how this trend evolves over time. However, Sannam S4 has sent out an advisory to its staff on how to use Zoom more securely.  Microsoft Teams, as identified in the previous weeks is also quickly gaining popularity amongst the team with 36% of our Education team using it to communicate and engage with the stakeholders, a 16% increase from last week.
  • The major focus of the education team shifted back to Conversions along with Agent Fairs (65% each) this week. Engaging Stakeholders (54%) is still an important focus area for the team along with focus on Planning (45%) on how to manage the current situation since the market dynamics are evolving rapidly.
  • Is the market ready to accommodate the current challenge? It is getting there, with 67% of the education team suggesting that more than 25% of the of the agent fairs are now online, indicating continuation of positive shift of the market to address the current situation.
  • What should we do? 80% suggests we should Go Digital along with spending more time on follow-up with students (68%) this week. Education team also suggests to spend more time on strategic planning (52%) and working more closely with agents and prospects (55%).
  • Key Challenges: Uncertainty around intake/Visa (87%) and Student queries around impact of COVID-19 (80%) continue to be key challenges for the team to address along postponing and cancellation of Exams and results (55%) – IB, IELTS etc.
  • Major country specific challenges for US, UK, New Zealand, Canada and Australia are still around mobility and postponing and cancellation of Exams.
  • What do our students want to know? University Preparedness for COVID-19 (84%) continues to be a top most concern for our students for 4 weeks in a row. This week we continue to see further increase in number of students (72%) asking deferral or refund related queries. Students are increasingly asking for Extension (55%) along with significant number of students being concerned with Impact of delay in results (55%)
  • Support from Institutions: Majority of the institutions (62%) are providing quick/ regular updates to the students. Also, 65% of the institutions are providing continuous support on how to manage the ongoing situation along with 49% of the institutes providing access and support for digital tools.

Top queries from students:


Support provided by Institutions:

Most of the student concerns are still around University Preparedness for COVID-19 (84%) and majority of the institutions (62%) are continuing to provide quick/regular updates to students to address these concerns. This week, we also noticed an increasing trend in number of deferral or refund related queries from students (72%), highlighting overall uncertainty surrounding the current situation. Impact of delay in results (55%) is still a pressing concern for our students. Majority of the institutes (65%) are supporting our education team on how to manage the ongoing situation and have given advisory and set up response teams (57%) along with institutes increasingly providing access and support for digital tools (49%) to address student concerns in a timely manner.

By the end of this week, we will present a consolidated report on how these sentiments have evolved in the past 4 weeks along with a snapshot of agent sentiments. Next week, we will examine how these sentiments have evolved in greater detail.

Stay Tuned and Be Safe!

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