Self-Guided Tour Mystery Shops


Self-Guided Tour Mystery Shop

A Self-Guided Tour mystery shop begins with an individual posing as a customer interested in leasing an apartment.  A self-Guided Tour mystery shop measures the telephone presentation conducted by a leasing professional or the website experience of inquiring about a self-guided tour, plus an in-person visit for a self-guided tour of the property and apartment (a leasing professional does not accompany the prospect on a physical tour).

  • Evaluates telephone and/or website experience, as well as the prospect’s experience with the self-guided onsite tour and follow-up after the visit
  • Provides objective and timely feedback on the leasing presentation
  • Includes Ellis’ proprietary Customer Experience 1- to 5-star rating
  • Includes performance-based training dependent on the outcome of the self-guided tour mystery shop

Self-guided Tour mystery shops exclusively evaluate the effectiveness of your self-guided tour process, including if they truly make it faster, easier, and more convenient to view and lease an apartment. Self-Guided Tour mystery shops further evaluate the impact of minimized opportunities for your team to directly and positively impact the sale. From initial contact to the self-guided tour process, and the final follow-up, Ellis’ self-guided tour mystery shops will let you know just how effective your efforts are and where opportunities exist for improvement. Included with this shop are a written report, the audio recording of the call if applicable, and access to extensive dashboard reporting.

Ellis’ shops can help you specifically focus on key business processes derived from the data collection of relevant variables in your daily site operations. After our detailed analysis of this data, we outline easy-to-understand, actionable items via our easy-to-navigate customer interface. Ellis’ apartment mystery shopping services give all the data and reporting you need to monitor your leasing performance and measure it against your established expectations, historic performance, and the performance of other properties, companies, and markets across the country. Once you have objective feedback on leasing performance, you’re in a better position to assess performance and take action for improvement as needed. Ellis provides you with valuable tools, training, and resources to help you quickly reinforce strengths and address any problem areas.