Customer Support
Mystery Shopping
Originally published September 6, 2023 Key Takeaways Digital mystery shopping tests how your leasing team responds when a prospect reaches out online. Renters don’t wait. 78% say they’d move on within 3 days if a leasing office didn’t respond (Rently, 2026). Grace Hill’s Internet Inquiry shop scores your team’s first reply to a single online… Read More »
Proven and effective, competitive mystery shops help you surpass the competition, boost your bottom line, and increase resident satisfaction. In the fiercely competitive world of multifamily apartment management, staying ahead of the curve is essential, hinging not only on providing well-maintained properties and exceptional amenities but also on understanding and surpassing the expectations of potential… Read More »
If you’ve been faithfully following our series about missteps in multifamily mystery shopping (and if you haven’t, here’s Misstep #1, Misstep #2, and Misstep #3), you should be feeling pretty confident that you’ve got this mystery shopping thing figured out. Not so fast. There’s another misstep we see a lot that negatively impacts your mystery… Read More »
Pause for just a minute. Think about everything you’ve poured your valuable time and budget into: targeted marketing programs; detailed onboarding and mentoring; and developing policies, procedures, and training to better enable your teams and create more loyal customers. Spending more on a mystery shopping program to assess, test, and improve standards is a good… Read More »
If your company is like so many others, you’ve invested countless hours, dollars, and brain cells building a vibrant corporate culture. That’s because you know a winning corporate culture is inextricably tied to more revenue, higher profits, and 5-star customer satisfaction. So why would you risk all that with a mystery shopping program that makes… Read More »
Multifamily mystery shopping needs a makeover — stat. We at Grace Hill found out first-hand. After more than 20 years of collaborating with multifamily leaders, we’ve discovered that a lot of property management organizations have a skewed perception of mystery shopping. Many are less than satisfied with the results—not to mention the fact that the… Read More »
Video mystery shopping eliminates questions about how a shop occurred and provides additional information.
To get the most out of the mystery shop experience, make sure you choose a program that offers all the transparency and customization features available now.