apartment mystery shopper services

SkilCheck Keeps Things Simple

Unlock the potential of your apartment community with professional apartment mystery shopping services that measure your leasing team’s customer experience and sales effectiveness from the perspective of local renters. While your in-house team handles rate management and competitive analysis, ultimately it’s also important to understand how potential renters perceive your property because those insights help improve leasing performance. Our apartment mystery shoppers evaluate every interaction with your leasing team to uncover what encourages prospects to lease and what causes them to walk away. Our apartment mystery shoppers evaluate every interaction with your leasing team to uncover what encourages prospects to lease and what causes them to walk away.As a result, you can refine your leasing strategy based on genuine feedback from potential renters.

What Does an In-Person Apartment Mystery Shop Include?

SkilCheck launched our apartment mystery shopping services when self-storage clients expanded into multifamily housing and expanded their offerings. As a result, we created an amazing customer service evaluation form that helps every multi-housing property excel.  Ultimately, today our program delivers a comprehensive apartment mystery shopping experience with a customized evaluation form that highlights your community’s strengths.

MEDIA FILES

• Pre-Visit Phone Call: First, your mystery shopper phones the leasing office to request a tour of an available apartment. It’s so crucial to know how your leasing office is setting appointments.  With this in mind, our system records every phone call the shopper makes to your office.
• Audio File of the Visit: Additionally, during the visit, shoppers record their in-person interactions (with your consent). Next, our evaluators listen to every recording to assess service quality, identify opportunities for improvement, and recognize exceptional performance.
• Photos: Finally, the shopper discreetly captures photos of key areas, such as the parking lot, curb appeal, and community property, to highlight needed enhancements or improvements.

LEASING AGENT CUSTOMER SERVICE EVALUATION

• A Warm Welcome: Did the leasing agent greet you promptly and create a welcoming first impression?
• Appropriate Introduction:  Did the leasing agent properly introduce themselves and ask for your name? Because this personal touch significantly enhances rapport with customers, we pay close attention to it.
• Employee Appearance: Additionally, we evaluate the leasing agent’s professional appearance because it reflects positively on your community.

WHAT YOUR APARTMENT MYSTERY SHOPPER EVALUATES DURING EVERY VISIT

• Tour Invitation: Was a tour of the community offered? It’s important for agents to realize a guided tour highlights the apartment community’s features and helps build trust with potential tenants.
• Emphasis on Security: How clearly did the agent explain the property’s security features, which build trust in property security?
• Call to Action: Critically, were you encouraged to begin the application process during your visit? This proactive approach effectively turns inquiries into rentals.
• Marketing Materials: Additionally, your report notes whether the mystery shopper received a business card, brochure, or other marketing materials with detailed information.
• Effort to Earn Your Business: Most importantly, we evaluate how much effort the leasing agent made to earn your business. Look for personalized suggestions or attentive responses to your questions as signs of their commitment.
• Overall Property Condition: Finally, what was your impression of the property’s cleanliness and maintenance? A well-kept property enhances customer perception and fosters trust.

Ultimately, these thorough evaluations help you understand your team’s performance and identify opportunities for improvement. As a result, you can make informed decisions that strengthen customer service and leasing performance. Together, we can help your apartment community meet—and exceed—customer expectations.