Third Quarter 2024 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 be able to provide this Quarterly Benchmark Letter and Industry Performance Metrics for over two decades.

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. Companies can qualify for platinum, gold, silver, or bronze levels based on their overall quarterly Benchmark scores.

For 2023, the average Ellis Traditional Multifamily Industry Benchmark score across Ellis’ entire database of eligible shops was 82%. Ellis Traditional Multifamily Industry Benchmark performance for Third Quarter 2024 is 83%. In 2023, the average Ellis Customer Experience Benchmark was 3.7. Ellis Customer Experience Benchmark performance for Third Quarter 2024 is 3.7.

Ellis Benchmark Top Performing Mystery Shops by Company – Third Quarter 2024

We wish to congratulate the companies below for their Ellis Shopping Benchmark performance for Third Quarter 2024.

*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**
– Bozzuto & Associates
– Continental Properties
Ellis Customer Experience Benchmark Gold Level Achievers **
– BSR Trust
– Gallery Residential
– Hanover RS Limited Partnership
– IMT Residential
– Kairoi Residential
– Makowsky Ringel Greenberg, LLC
– TA Realty
– Woodward Management Partners

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 respond to and the average number of days it takes for them 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 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 2023 was 80%. The Ellis Loyalty Benchmark for Third Quarter 2024 is 82%. In 2023, the onsite response rate averaged 82% and is 75% for Third Quarter 2024. The average response time in 2023 was 5.7 days; in Third Quarter 2024, it was 5.2 days.

The customer loyalty score is based on a scale of 0%-100% (see chart below):

Ellis Benchmark Top Performing Resident Surveys by Company – Third Quarter 2024

We wish to congratulate the companies below for their Ellis Surveys Benchmark performance for Third Quarter 2024.

*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
– Friedman Realty Group
– Guardian Management, LLC
– Manco Abbott
– Olympus Property
– Pinnacle (PRMC)
– Quarterra
– Russo Property Management
– Simpson Property Group
– Sparrow Partners
– Steadfast Management
– Willow Bridge
– Woodmont Properties
– Zaremba Management Company
– FPI Management
– Ghertner & Company
– Longboat Enterprises
– StarPoint Properties, LLC
– Sunrise Management & Consulting
– TM Realty Services

Question/Touchpoint Results: How Did We Do?

Mystery Shops

The charts below reflect the average score of Ellis’ entire database for each of the ten key benchmark questions for telephone/onsite shops for Third Quarter 2024, 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 touch point for Third Quarter 2024, 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 an informative, fresh, and reliable resource. 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. Find additional support and information on Ellis – A Grace Hill Company, Grace Hill, and Edge2Learn.

October 31, 2024

Prepared by Lisa Ford, Director, Mystery Shopping Services 

October 31, 2024

Lisa-Ford

Prepared by Lisa Ford, Director Mystery Shopping Services

Ellis – A Grace Hill Company (EPMS)
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.

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