Customer Support
Mystery shopping reveals what your prospects really think.
When managing a community, you want to provide prospective residents with an exceptional and consistent experience. But even the best teams can miss blind spots that impact first impressions. We’re here to help.
Backed by more than 35 years of multifamily industry expertise, Grace Hill Mystery Shopping is your trusted guide to performance improvement.
Our unbiased evaluations blend technology with assessment best practices to uncover the hidden moments that make or break a lease.
Award-Winning Mystery Shopping Software
See why Grace Hill is the top choice for multifamily!
2025 Bronze Stevie Award Winner
Upskilling/Workforce Learning Solution
2024 iShop Award Winner
Company of the Year
Our Proven Process
1.
Choose the program and shop
type that best fits your operation
and budget.
2.
Shoppers simulate real-life scenarios to evaluate your quality of service and the leasing process.
3.
We provide a comprehensive report that pinpoints your strengths and
areas for improvement.
Choose from a variety of shop types to evaluate all communication channels:
Phone Inquiry
Internet Inquiry
Onsite Tour
Virtual Tour
Facilities/Branding Inspection
Website
Evaluation
Combination Shop
Equip your team to provide the experience your prospects deserve.
With over 30 short upskill training courses designed to address specific skill gaps identified during the shop, you’ll have the confidence to know your team is trained to excel at every part of the journey.
"Mystery Shopping is a wonderful tool that has helped as I develop and implement our leasing school. I am able to recognize employee strengths while also identifying opportunities for growth. As a result, I have used this knowledge to gear my training towards their needs rather than wasting time on skills that have already been mastered."
Amanda Fernandez
Training & Development Manager at Phillips Management Group
Work with our experts to build the program that best fits your business!
Whether you want the convenience of our Quarterly Program or the flexibility of our Annual & Save Package, you are sure to find the mystery shopping solution that works best for your business. Additional shops can also be ordered on demand!
Annual & Save
Annual & Save Package
Order mystery shops as needed throughout the year at discounted rates. You choose from any of our shop types and initiate the shop timing.
Quarterly
Automated Quarterly Program
Automated order shops every 90 days; no forms needed. A streamlined process offers consistency for your operation and budget. Plus, get recommend training based on skill gaps identified in the shop.
Interested in becoming a Mystery Shopper? Apply online here.