Customer Support
Multifamily Mystery Shopping Programs
Get unbiased evaluations with programs that fit your needs.
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.
Designed To Deliver Reliable Results
Our mystery shop programs feature:
- Experienced mystery shoppers
- Recorded audio and video shops
- Targeted skill-gap training
- 92% on-time completion rates
- Action plans
- Review workflows
- Comprehensive reporting
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.
Other mystery shopping programs don't give you the insights you need when you need them.
Understand your team's performance, improve the leasing process, and increase occupancy.
- Accelerate leasing velocity and convert leads into
leases faster. - Boost tour conversions by improving initial service.
- Leverage your property’s strengths to outpace the competition.
- Ensure optimal staffing by analyzing service and performance insights.
Powerful reporting tools make it easy to manage shops and assign training.
- Detailed reports offer shop results, score rankings,
and more. - Shop results highlight key areas to improve and upskill.
- Automatically distribute reports on a daily, weekly, or
monthly basis.
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."
Amy Fernandez
Training & Development Manager
Phillips Management Group
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
Work with our experts to build the program that best fits your business!
Choose from our flexible package options to meet your specific business needs. 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.
Ready to get started with mystery shop assessments for your properties?
Contact us today to learn how Grace Hill can improve your leasing conversion!
Interested in becoming a Mystery Shopper? Apply online here.
Learn More About Grace Hill’s Full Suite of Solutions
Training
Complete multifamily training content developed by industry experts.
Policies
Industry-specific policies that empower your team and reduce risk.
Surveys
Gain actionable insights with comprehensive survey tools and trusted benchmarks.
Reputation Management
Seamlessly manage your online reputation and drive prospects to your communities.
Credentials & CECs
Attract top talent by investing in employee education and career development.