Mystery Shopping Solutions | Grace Hill

Multifamily Mystery Shopping Programs

Get unbiased evaluations with programs that fit your needs.

Designed To Deliver Reliable Results

See your property and team through the eyes of your prospects and residents with Mystery Shopping from Grace Hill! Our easy-to-administer mystery shopping programs are designed specifically for multifamily property managers like you!

Backed by more than 35 years of multifamily industry expertise, Grace Hill Mystery Shopping identifies your best opportunities to improve performance.

Our powerful mystery shopping programs blend technology with assessment best practices to drive positive experiences in your communities.

Choose from a variety of shop types to evaluate all communication channels, including:





Designed To Deliver Reliable Results

Our mystery shop programs feature:

  • Highly trained mystery shoppers
  • Recorded audio and video shops
  • 92% on-time completion rate
  • Powerful, comprehensive reporting


Mystery Shopping Solution

Comprehensive Mystery Shopping Programs

Grace Hill uses proven sampling strategies and a variety of shop types to deliver timely, unbiased performance assessments. 


With over 30 short upskill training courses designed to address specific skill gaps identified during the shop, you will be able to cultivate a well-versed, proficient leasing team!

Mystery Shopping Quarterly Program

Quarterly Program

Automatically order shops every 90 days; no forms needed. A streamlined process offers consistency for your operation and budget. Plus, recommend training based on skill gaps identified in the shop.

  • Automated location-based shops.
  • Full library of upskill training courses.
  • Recommended upskill training with action plans.
  • Internal shop review workflows.
  • Shop results shown in Vision LMS portal.

Annual & Save Program

Order mystery shops as needed throughout the year at discounted rates. Shop specific people in your organization or shop your competitor to understand how you stack up.

  • Auto-assigned performance-based training to a limited course library.
  • Includes quarterly benchmark reports and graphical KPIs.
  • Determine shopper demographics for age, student status, etc.
  • Shop results shown in results portal.
Mystery Shopping Annual & Save Program
Man and woman are shaking hands in office. Collaborative teamwork. Business professionals

On-Demand Shops

Order shops as needed for ultimate flexibility! Enjoy the many benefits of our annual mystery shopping programs without the long-term commitment.

  • Order as needed.
  • No annual commitment.

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 solution that works best for your business. Additional shops can also be ordered on demand!

Inconsistent customer experiences can lead to a revolving door of turnover - at a whopping cost of $4,000 per unit.
Mystery shopping reveals what residents really think.

Powerful Mystery Shopping Assessments for Multifamily Property Management Companies


Shops Completed Quarterly


On-Time Completion Rate

Up to 30

Upskill Courses Included

Powerful Reporting

Empower your team with valuable insights that improve performance and leasing conversions! Grace Hill includes powerful reporting tools with our mystery shopping programs, making it easy to manage shops and assign upskill training for your team.

  • Detailed reports offer shop results, score rankings, and more.
  • Opportunity to review and highlight areas for improvement.
  • Automatically distribute reports on a daily, weekly, or monthly basis.
amy fernandez validate

"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


Leasing Excellence at Westminster Management

Read this case study to discover how a leading national property management company applies mystery shopping to assess customer service and leasing practices at the property level.

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


Complete multifamily training content developed by industry experts.


Industry-specific policies that empower your team and reduce risk.


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.

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