The Student Enrolment team is committed to making your registration experience smooth and stress-free. As part of our journey towards improving our customer service, we are actively reviewing how students engage with us—what works well, what doesn’t, and where improvements can be made. Your feedback helps us understand what’s working and what needs improving. Here's what you told us — and what we did about it:
💬 You Said, We Did - Feedback Table
| 🗣️ You Said | ✅ We Did |
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That it would be useful to have a full registration guide to support the registration process |
We recorded the full online registration process in these handy step-by-step videos. After completing online registration, UK (Home) students will have their registration completed remotely. All students who register with a time-limited visa must attend an in-person registration appointment to confirm their identity and presence in the UK. To ensure students are prepared, we updated our page on what to bring to your in-person appointment. |
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That a ticket system or an online chatbot would be useful to track the progress of your queries. |
The University is currently rolling out an exciting Customer Relationship Management (CRM) system. Our Ask Herts and IT Helpdesk teams already use ticketing systems, the Enrolment team is looking forward to adopting this system by January 2026.
Our online chatbot, Hailey, is available to answer all standard International Student related queries. To start a coversation, click on the purple speech bubble on this page. For more complex queries, please get in touch with the Ask Herts team here. |
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That you would like to receive additional information on navigating Canvas and other additional resources during your orientation. |
Joining Instructions, including a Welcome Letter, are provided for the majority of our courses and are available on your Joining Portal. For more information on what can be accessed there, see here. Please also view the First Session information box that will provide a date for your initial course induction.
The Enrolment team will be hosting colleagues from different teams during face-to-face registration to offer additional support on how to navigate University systems (IT Helpdesk, Digital Foundations team). |
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International students wanted it to be clearer that an eVisa is required to complete registration |
We’ve provided an updated eVisa support page to help you navigate the process.
The Student Immigration Team has also run eVisa support events to assist students with setting up their UKVI and eVisa accounts.
Additional support is featured on our ‘Before you travel to the UK’ page - under the ‘Visa and entry clearance’ section you will find an eVisa and share code guidance workshop video.
Information is also included on your ‘Reminder’ email, sent to your personal email address the day before your registration appointment and the Student Immigration Team is present at registration to help with any eVisa related queries. |
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That you need additional support to set up the Microsoft Authentication App (Multi-factor Authentication (MFA)) |
We’ve updated the Ask Herts page with clearer step-by-step guidance to help you set up the Multi-factor Authentication (MFA) successfully. We also have the IT Helpdesk close by at registration to support with this. |
📊 Student Satisfaction
Here in the Enrolment team, we value your feedback and use it to continuously enhance our services. We are committed to delivering a positive and supportive experience, and your insights play an important role in shaping a better registration journey for all students.
Here’s how students rated their enrolment experience over the academic years:
| 🗓️Academic Year | 🌟 Average Satisfaction Score (out of 5) |
| 2019/20 | 4.2 |
| 2020/21 | 4 |
| 2021/22 | 4 |
| 2022/23 | 4.5 |
| 2023/24 | 4.6 |
| 2024/25 | 4.6 |
Our satisfaction scores have improved over the academic years, reflecting the positive feedback we've received from you. Your feedback helps us enhance the registration experience and ensures we’re meeting the needs of our student community.
📣 Student Feedback from 2024/2025 Registration
“It was good and the staff were friendly, nice, very informative and helped me through every step of the way.”
“The face-to-face registration process was smooth and efficient. The staff were friendly and helped me through the steps quickly”
🔄 What’s Next?
We're currently working on:
- Updating our Ask Herts pages to provide clear, accurate and up-to-date support.
- Moving to a new system to help manage our emails which will allow us to respond more quickly and see more information about a student's query.
📬 We’re Still Listening
Have more ideas or feedback? We'd love to hear from you! You can provide feedback by completing the survey at the end of your registraion experience, or completing our contact form, selecting the 'Complaints and Feedback' option.