Customer Support
You strive to provide prospective residents with an exceptional and consistent experience. But even the best teams can miss blind spots that impact first impressions. Grace Hill’s unbiased evaluations blend technology with assessment best practices to uncover the hidden moments that make or break a lease.
Our experts can help you select the mystery shopping program that fits your portfolio’s needs, with flexible packages that won’t break your budget. Whether you choose to automate or manually schedule your shops, our proven mystery shopping process will provide the unbiased insights you need to improve performance.
Mystery Shopping Programs Designed for Multifamily
Automated Quarterly Program
Streamline your operations and budget with our automated Quarterly Mystery Shopping Program, now in PerformanceHQ. We eliminate the hassle of manual scheduling and coordinating shops, making it easy to gather valuable insights and drive continuous improvement.
- Essentials: Includes phone shops and non-recorded onsite visits.
- Premium: Includes phone, internet, and recorded audio onsite visits.
- Elite: Includes phone, internet, and recorded video onsite visits.
- Build Your Own: For ultimate customization, choose from any of our shop types to build your own automated package.
Annual and Save
In this program, you'll get discounted rates by committing to your desired number of shops per year. Choose from any of our shop types and schedule your shops at your convenience.
Transform Feedback Into Results
Learn how our property management mystery shopping programs can identify gaps, close leases faster, and win over residents in your organization.
Mystery Shop Evaluations Tailored to Meet Your Needs
Grace Hill offers a range of different mystery shop evaluations that capture a comprehensive, unbiased review of your leasing process. Work with our experts to build a mystery shopping package that fits your needs and budget.
Internet Inquiry
Internet Inquiry
Assess Lead to Tour
A shopper will submit an inquiry through your website or approved Internet Listing Service (ILS) and evaluate your team's initial email follow-up, giving insight into their response time, grammar, and salesmanship.
Virtual Tour
Virtual Tour
Assess Tour to Lease
Evaluate your team's leasing skills, apartment presentation, Fair Housing compliance, and follow-up through a virtual tour. The shop can be via video chat, web conferencing, or phone and offered as audio or video recorded or non-recorded.
Website
Website Evaluation
Assess Online Website
Gain valuable insight into your prospect’s first impression experience online. A shopper will evaluate key aspects of your property’s website, including ease of navigation, visual appeal, and user-friendliness.
Phone Inquiry
Phone Inquiry
Assess Lead to Tour
Assess your team's professional leasing skills. A shopper will contact your office to evaluate the pre-lease experience, helping you improve customer service and lease conversions one phone call at a time! The shop may be recorded or non-recorded, depending on your preference.
Onsite Tour
Onsite Tour
Assess Tour to Lease
Assess staff’s friendliness, professionalism, and information accuracy with guided or self-guided shops. In-person shoppers pose as customers to evaluate your team's follow-up, Fair Housing compliance, and property curb appeal. The shop can be audio or video recorded or non-recorded.
Combo Shop
Combination Shop
Assess Lead to Lease
Assess your customer’s journey from start to finish. Our combination mystery shops leverage both phone and onsite interactions to offer a comprehensive view of the shopping experience.
Exterior Inspection
Facilities/Branding Inspection
Assess Onsite Property Conditions
Visually assess your property’s exterior, overall condition, and branding to ensure a consistently welcoming environment. During the inspection, a shopper conducts a walkaround, often engaging with the onsite team, who are aware an evaluation is taking place.
Frequently Asked Questions
At Grace Hill, we offer more than just a one-time mystery shop — we deliver a comprehensive mystery shopping program designed to provide unbiased insights into your leasing process on an ongoing basis. The price for a simple phone or internet inquiry starts at around $40, but your total program cost will vary based on the type and volume of shops contracted throughout the year.
While the price per shop differs by shop type, the value is unmatched: You'll receive detailed assessments highlighting skill gaps, personalized training recommendations, and robust analytics that track property and regional performance. Rather than trying to manage an extensive shopping process yourself, partner with Grace Hill for a program that delivers actionable insights and lasting results.
When it comes to assessing your onsite leasing experience, you know timing is everything! At Grace Hill, we streamline our mystery shopping process to get the insights you need and the returns you expect — faster. In fact, our goal is to launch your first mystery shop 30 days from your kickoff call!
"Our employees actively utilize the insights from video shopper reports to drive impactful changes, leading to increased sales and happier clients.”
Lydia Ackerman
Vice President of Property Management
Darby Development
Ready to get started?
Talk to our multifamily experts to learn more about how our Mystery Shopping solution can help improve leasing conversions.
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