Case Study: Universitat Politècnica de València (UPV) achieves higher enrollment and student engagement with Hootsuite

How one university uses social media listening to increase enrolment

Universitat Politècnica de València (UPV), one of Spain’s top technical universities, faced the challenge of turning online interest into enrolment by managing multiple social accounts, high-volume seasonal spikes, and scattered mentions (including misspellings) while delivering timely answers students expect. With 75% of prospective students researching universities online, UPV needed a reliable way to capture conversations, respond quickly, and coordinate across departments during critical periods like admissions and the start of term.

UPV implemented social listening and workflow tools in Hootsuite—creating multiple search streams (including common misspellings), using assignment functionality to route queries to the right staff, adding team members, and responding via the mobile app for same‑day service. The results include rapid follower growth (e.g., 560+ new followers in two weeks), a 95–99% customer service satisfaction rate on Twitter, improved engagement and interdepartmental communication, and contributions to high student satisfaction and an effective enrolment strategy.

UPV Universitat Politècnica de València

Daniel Robles

Digital Communication Specialist