First Quarter 2025 Benchmark Results for Mystery Shops and Resident Surveys
Executive Summary
Thank you for your continued support of Ellis, Edge2Learn, and Grace Hill. We have been fortunate to have the support of your teams and to have provided this Quarterly Benchmark Letter and Industry Performance Metrics for over two decades.
We are thrilled to announce our new KingsleySurveys Partner Program, which helps multifamily property managers respond to resident feedback with targeted solutions. Many of our partners offer discounts, which are also available to Ellis and Edge2Learn customers — simply say that Grace Hill sent you! You can view our survey partners on the Grace Hill website. We expect to provide targeted solutions to the Ellis and Edge2Learn survey questions soon.
In addition, you can find consolidated mystery shopping and survey performance analyses and insights in our new monthly LinkedIn newsletter, “What Matters This Month.” Subscribe to our LinkedIn newsletter here to stay informed and join our community.
We greatly appreciate your partnership and look forward to sharing more valuable insights with you.
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 First Quarter 2025 is 84%. In 2024, the average Ellis Customer Experience Benchmark was 3.7. Ellis Customer Experience Benchmark performance for First Quarter 2025 is 3.7.
Mystery Shops Overall Performance
CONGRATULATIONS TO ELLIS BENCHMARK TOP PERFORMING MYSTERY SHOPPING COMPANIES FIRST QUARTER 2025
Ellis wishes to congratulate the companies below for their Ellis Shopping Benchmark performance for First 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** – Grayco Properties, LLC – Greystar Management Services | Ellis Customer Experience Benchmark Gold Level Achievers ** – Abbey Residential – Ari Apartment Management – Continental Properties Company, Inc. – Gallery Residential – Hanover RS Limited Partnership – IMT Residential – Kairoi Management – Leisure Care – Morgan Group – Richman Property Services – Vest Residential |
*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 First Quarter 2025 is 84%. In 2024, the onsite response rate averaged 78% and is 79% for First Quarter 2025. The average response time in 2024 was 5.8 days; in First Quarter 2025, it was 4.3.
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 – First Quarter 2025
Ellis wishes to congratulate the companies below for their Ellis Surveys Benchmark performance for First 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 – Quarterra – ResideBPG – Russo Property Management – Simpson Property Group – Steadfast Management – Stockbridge Capital Group – Willow Bridge – Woodmont Properties – Zaremba Management Company | – Evolve Management Group, LLC – FPI Management Inc. – HRI Management LLC – K.R.I. Properties, Inc. – Reybold Venture Group – Southern Land Company – StarPoint Properties, LLC – Sunrise Management & Consulting – 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 First 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 First 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.
Prepared by Lisa Ford, 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.