Our Story

Ellis understands that the quality of the customer experience is what sets you apart from your competition. Our team has specialized exclusively in helping our multifamily clients improve that experience for over three decades by teaming with you to develop professional skills and behaviors in each team member.

Established in 1984 to evaluate customer service and performance of onsite leasing professionals through comprehensive mystery shopping reports, we have since become the nation’s leading apartment mystery shopping company. The growing demand to further understand and improve lead conversion encouraged us to expand into resident retention services in 2011, with the introduction of our multiple touch point resident survey program that allows clients to best understand their customer’s journey through customer feedback.

Although our services have always included a training element, celebrating successes and identifying opportunities for onsite teams, we have most recently added a full-featured training service. Our turn-key integrated customer experience program, backed by outstanding customer service, sophisticated technology, and ethical business practices, has made Ellis one of the multifamily industry’s most respected and sought-after providers of executive-level management and training and consulting services.


Executive Team

Joanna Ellis, CAM, CAPS

Founder and Chief Executive Officer

Francis Chow, CPA

Chief Strategic Officer

Maria Lawson, CAM

Vice President of Training and Development

Lisa Ford

Vice President of Operations

Management Team

Amanda Allen

Amanda Allen

Shop Order Entry and Customer Accounts Manager

Rachelle Ellington

Rachelle Ellington

Performance Strategist

Tanya Kittelson

Director of Customer Relations