What Should You Be Asking Your Student Community Supplier?

Before entering into a partnership with a community platform supplier, it’s important to define what your university is trying to achieve. Are you aiming to increase student engagement, boost enrollment, improve retention, or create a more cohesive student experience? Clearly identifying these goals will guide your conversation with potential suppliers and ensure that both parties are aligned from the start.

Once you have your objectives in mind, the next step is to ask the right questions. These answers will help you evaluate if the supplier can meet your needs and if they’re the right long-term partner for your university.

Here are the 10 essential questions every university should ask their student community supplier to ensure success.

The 10 Most Important Questions You Need to Ask Your Suppliers

1. What is your track record on engagement statistics?

To make informed decisions, ask for specifics. How many student communities have they built? What is the average number of messages per community? How many connections does the average student make? Knowing this data will help you understand the level of student engagement you can expect from the platform and whether it aligns with your student recruitment and student experience goals.

2. How do you measure and guarantee student experience outcomes?

It’s important to ask for clear, measurable goals, that are specific, time-bound objectives which are not only realistic but achievable. For example, ask how the supplier tracks student sentiment, satisfaction, and engagement over a defined period and how progress is measured against these goals. Do they have metrics or data from previous clients that show tangible improvements? What kind of student experience guarantees can they offer? Request a sample size or past reports to validate their claims.

3. What time and resource commitments are required from our staff?

Time is a valuable resource. It’s essential to ask what level of commitment your staff will need to make to implement and maintain the service. How much of the implementation will your internal team handle? Can the supplier provide a breakdown of operational costs, and are there any hidden requirements that will take up additional staff time? Efficient use of resources is key for ensuring a good ROI.

4. Can you provide a list of to-dos for the client side?

Understanding what will be expected of your team is essential for a smooth partnership. Ask for a list of responsibilities, tasks, and to-dos from your end. Having clear expectations from the start ensures there are no surprises later on and allows you to allocate resources accordingly.

5. What is your track record on conversion and retention results?

A great supplier will be able to show how their platform or service supports both student recruitment (conversion rates) and student retention. How do they measure success in these areas, and can they provide specific data or case studies? Conversion and retention are key metrics for any university, and it’s important to know how the supplier’s platform plays a role in both.

6. How do you measure success, and can you provide examples of successful implementations?

It's important to know how the supplier measures success. Ask for examples of both successful and unsuccessful cases with other universities. A good supplier should show how their platform has improved enrollment, student satisfaction, and other key outcomes, as well as lessons learned from challenges.

7. What percentage of your clients have stopped using your community service, and why?

It’s important to ask specifically about clients who have discontinued the community platform service, as some suppliers may not count it as churn if the university still uses another one of their services. Be critical here and ensure the supplier provides detailed information on the community service itself. Additionally, request the percentage of universities that have stopped using the platform, not just the absolute number—especially if they have a smaller client base. This will give you a clearer picture of their retention and long-term value.

8. Can you provide a list of live functionalities/services?

Before committing, make sure you know what functionalities the supplier has available today—not just features in development. Can they provide real-world examples of how their current services have been used by other institutions? This helps you gauge how quickly you can expect to see results and whether their platform is scalable. In short —know what you get.

9. What guarantees on performance can you offer?

Every supplier should be able to offer a guarantee on their performance—whether it’s in terms of student engagement, retention rates, or system reliability. Ask what level of service guarantees they can provide and whether they are willing to commit to specific performance indicators in your contract.  If they are hesitant to provide these guarantees, it’s worth considering if they truly align with your goals. A supplier confident in their product should have no issue with making measurable commitments.

10. Can I speak with any of your current university partners?

Nothing validates a supplier like real-world testimonials from their current partners. Ask if the supplier is willing to provide references from their clients to confirm their engagement levels, student experience improvements, and overall performance. References are a powerful way to confirm whether the supplier’s claims hold up in practice.

Key Takeaway for Every University

Selecting the right supplier is key to driving student recruitment, improving conversion rates, and enhancing the overall student experience. Asking the right questions ensures you're partnering with a provider who understands your goals, has a proven track record, and offers measurable success. Evaluate operational costs, staff efforts, and the level of support provided to ensure a smooth implementation that benefits both students and staff. The more you know now, the better your university will be equipped to meet future challenges and opportunities in higher education.

And don’t forget, here’s the list of questions you should be asking. Copy and paste this list into your notes to make sure you don’t miss a thing:

1. What is your track record on engagement statistics?
2. How do you measure and guarantee student experience outcomes?
3. What time and resource commitments are required from our staff?
4. Can you provide a list of to-dos for the client side?
5. What is your track record on conversion and retention results?
6. How do you measure success, and can you provide examples of successful implementations?
7. What percentage of your clients have stopped using your community service, and why?
8. Can you provide a list of live functionalities/services?
9. What guarantees on performance can you offer?
10. Can I speak with any of your current university partners?

At Goin', we understand the importance of these questions and are proud to meet and exceed expectations. With a proven track record in building engaged student communities, we deliver measurable outcomes in student recruitment and retention while minimizing staff effort. Our platform offers real-time insights, robust engagement tools, and hands-off monitoring, empowering universities to focus on what truly matters—supporting their students.

If you’d like to learn more about how Goin' can address these questions, enhance decision-making, or improve your student journey, schedule a meeting with us. When you do, we’ll proactively provide you with detailed answers to all these essential questions upfront, ensuring you’re fully prepared to make an informed decision.

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