Second Quarter 2025 Benchmark Results for Mystery Shops and Resident Surveys
Executive Summary
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Overall Results
Mystery Shops
We benchmark apartment mystery shop performance against the 10 key benchmark questions and the Customer Experience for telephone and onsite presentations.
For 2024, the average Ellis Traditional Multifamily Industry Benchmark score across Ellis’ entire database of eligible shops was 83%. Ellis Traditional Multifamily Industry Benchmark performance for Second Quarter 2025 is 83%. In 2024, the average Ellis Customer Experience Benchmark was 3.7. Ellis Customer Experience Benchmark performance for Second Quarter 2025 is 3.7.
Mystery Shops Overall Performance
CONGRATULATIONS TO ELLIS BENCHMARK TOP PERFORMING MYSTERY SHOPPING COMPANIES SECOND QUARTER 2025
Ellis wishes to congratulate the companies below for their Ellis Shopping Benchmark performance for Second Quarter 2025.
*Companies are listed in alphabetical order
| Tier 1 (70 or more completed shops) | Tier 2 (30 – 69 completed shops) |
| Ellis Traditional Benchmark Platinum Level Achievers – IMT Residential | |
| Ellis Customer Experience Benchmark Gold Level Achievers ** – BSR Management, LLC – Coastal Ridge Real Estate – Continental Properties Company, Inc. – Gallery Residential – Kairoi Management – Willow Bridge | Ellis Customer Experience Benchmark Gold Level Achievers ** – Allegiant-Carter Management – Ari Apartment Management – Dolben Company, The – Forty-Two, LLC – Hanover RS Limited Partnership – IMT Residential – Morgan Group – Woodward Management Partners | Inwood Holdings |
*Companies are listed in alphabetical order.
Resident Surveys
The Ellis Loyalty Benchmark identifies and recognizes the customer experience performance of companies subscribed to the Ellis Resident Surveys Program. It evaluates performance on five key touchpoints of the prospect and resident journey. The percentage of surveys onsite teams responded to and the average number of days it takes for the team to respond are also measured because these two factors impact the customer relationship and overall loyalty. Utilizing customer loyalty as a metric allows customer-centric companies the ability to forecast three specific customer behaviors: likelihood to convert/renew, willingness to pay more, and likelihood to recommend.
The overall average Ellis Loyalty Benchmark score in 2024 was 82%. The Ellis Loyalty Benchmark for Second Quarter 2025 is 84%. In 2024, the onsite response rate averaged 78% and is 82% for Second Quarter 2025. The average response time in 2024 was 5.8 days; in Second Quarter 2025, it was 4.4.
Resident Surveys Overall Average Performance
The customer loyalty score is based on a scale of 0%-100% (see chart below):
Ellis Benchmark Top Performing Resident Surveys by Company – Second Quarter 2025
Ellis wishes to congratulate the companies below for their Ellis Surveys Benchmark performance for Second Quarter 2025.
*Companies are listed in alphabetical order
| Ellis Best in Class Achievers Tier 1 (1,600 or more units) | Ellis Best in Class Achievers Tier 2 (1,599 or fewer units) |
| – Asset Living – Avanti Residential – Cloud Ten Residential – Fore Property Company – Friedman Realty Group – Guardian Management, LLC – Manco Abbott – Olympus Property – Pinnacle (PRMC) – ResideBPG – Russo Property Management – SB Pacific Group Inc – Simpson Property Group – Steadfast Management – Stockbridge Capital Group – Woodmont Properties – Zaremba Management Company | – GDC Properties, Inc. – K.R.I. Properties, Inc. – Reybold Venture Group – StarPoint Properties, LLC – TM Realty Services |
*Companies are listed in alphabetical order.
Question/Touchpoint Results: How Did We Do?
Mystery Shops
The charts below reflect the average score of Ellis’ entire database for each of the 10 key benchmark questions for telephone/onsite shops for Second Quarter 2025, as well as the Customer Experience for telephone/onsite shops by category for this quarter.
Resident Surveys
The chart below reflects the average scores across all Ellis Resident Survey companies for each survey touchpoint for Second Quarter 2025, as well as the combined overall loyalty score and average accountability performance results.
We thank you again for your support, participation, and feedback, which help make this report informative, fresh, and reliable. We hope you find Grace Hill to be not only the finest source for apartment mystery shopping and resident surveys but also a training resource for your organization.
For additional support and information, visit Ellis – A Grace Hill Company, Grace Hill, and Edge2Learn.
Prepared by Lisa Ford, Senior Director, Mystery Shopping Services
Grace Hill
4545 Fuller Drive | Suite 406
Irving, TX 75038
888.988.3767 telephone
[email protected]
www.epmsonline.com | www.gracehill.com
Footnotes: 1 See website for Mystery Shop Benchmark and Resident Surveys Benchmark eligibility, tier level, and recognition requirements for apartment mystery shops and resident surveys.