BestMark apartment mystery shopping can deliver an enhanced customer experience (CX) that exceeds visitor expectations and greatly increases the chance that a prospect becomes a resident.

Few buying decisions rely more on first impressions than the process of finding a new home. The conduct of the consultant and the physical condition of the property both have a tremendous impact on a potential renter or buyer's decision-making process.

BestMark Understands the Housing / Leasing / Property Management Industry

BestMark's existing leasing and realty clients love the positive impact our programs have had on employee engagement, service, and customer satisfaction. BestMark mystery shops offer unparalleled value because we utilize a proprietary behaviors-based survey format that allows our clients to see exactly what went right and what went wrong at the moment of truth when prospects come into contact with a leasing consultant or realtor.

Our surveys are tailored to address each client's unique standards and transcend the typical Likert scale format. BestMark's customized methodology provides a comprehensive report with extensive story-like narrative that details every aspect of the shopper's visit, from the initial telephone contact and information gathering to touring the property and attempting to close the sale.

The BestMark Advantage - Apartment / Leasing Mystery Shopping & Experience Management

With over two decades of experience, we are experts in measurement design and helping organizations understand exactly what actions they should take to improve their customers' experiences. At BestMark, we understand operations, technology, and research, and we know what it takes to implement an exceedingly effective customer experience measurement program for apartment / leasing organizations:

A BestMark apartment mystery shopping program enables our clients to:

Whether we manage your program for you or you just need advice and guidance on how to design, implement, and/or report on internal measurements, we can customize a customer experience measurement program for your specific needs, and we can help you understand which critical opportunities you need to address for your business.

Actionable Insight

Collecting and aligning data only provides value if that information is actually used to improve performance at each property, so it is critical that the data is useful at the operator level. With that in mind, BestMark created GuestLink ™, a proprietary web-based reporting system that allows clients to create, update and track data at all levels within the organization for performance feedback and coaching. BestMark clients are also able to dynamically create ad hoc reports on the fly and update customized "Action Plans." When managers of customer-facing employees directly access shop, audit, or customer survey results via GuestLink ™, coaching and recognition (as well as solutions selling reinforcement) can occur at the front lines almost immediately.