Mystery shopping
A mystery shop is the fastest way to see your leasing process the way a renter does. We’ll pose as prospective renters, call the properties you name, and measure how responsive they really are. Then we hand you a report on what to fix.
- Free, and there is nothing to install
- Every call recorded and written up
- A 30-minute review call when the report lands
Request a mystery shop
Five fields. No cost, and no obligation to buy anything at the end of it.
Next steps
What happens after you send the form
Over one to two weeks our team calls a sample of your properties to assess how they handle a live lead. At the end you get a report on what we found, with the recommendations that come out of it.
- 1
Tell us where to call
Send the property (or a handful of them) you want shopped, plus a phone number and site we can work from. Nothing else is needed to start.
- 2
We call as a prospective renter
Across two weeks a shopper runs the full battery against each location: eight scenarios, three attempts each, spread over different day-parts. Every call is recorded.
- 3
You get a scored report
We turn the calls into a designed PDF: what happened on each one, where the handoff broke, and how the property compares with the rest of the sample.
- 4
We walk it through together
Book a 30-minute call and we go through the report line by line, then talk about which gaps are worth fixing first.
The call battery
Every scenario tested
You get tons of calls every day. After hours, during lunch, peak time, emergency calls, and much more. We will test how well your property can address all of your tenants, and how quickly you get back to prospects.
| Scenario | What it exposes |
|---|---|
| New-lead inquiry, business hours | Speed to lead, and whether anyone captured a name or callback |
| After hours (9pm) and weekend | Voicemail, dead ring, or real coverage |
| Peak hours | Hold time, queue depth, abandons |
| Urgent or emergency (a leak, no heat) | Triage, or a voicemail box |
| Spanish, or the market's second language | The coverage gap nobody tracks |
| Pricing or availability question | Whether the call finishes, or ends in "someone will call you back" |
| Voicemail callback SLA | A message left. Did anyone ever call back, and how fast |
| Transfer maze | How many dials it takes to reach a human |
The scorecard
Our grading rubric
We score only what happens on each call. Each call is graded from 0 to 100, the same way on every property, so we can compare your property to industry benchmarks.
Reachability
Share of calls answered live, rings before an answer, and how many callers give up at 60 seconds.
Speed
Time to reach a human, seconds spent on hold, and callback latency on the voicemail test.
Capture
Whether they took a name, a callback number, the intent, and the address or unit. The fields that turn a call into a lead.
The call report
How do you compare?
We looked at 27,103 calls to 19 property-management organizations to describe what a renter actually runs into on the phone. Your mystery shop is read against the same picture.