Boost occupancy and tenant loyalty with mystery shopping.

Intouch Insight's mystery shopping service, IntouchShop^®, evaluates the implementation of service standards by auditing your leasing process. Through our programs, we provide valuable insights so you can deliver an experience that makes prospective tenants want to call your property home.

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Audit of Leasing Process

Your reputation is at stake when leasing consultants represent you in attracting and securing qualified tenants. With mystery shopping, we can help you measure the effectiveness of your leasing process so you can ensure you always have a waitlist of prospective tenants. With IntouchShop^®, we typically measure:

Adherence to SOPs • Application efficiency
Lease clarity & accuracy • Property tour bookings
Agent responsiveness • Move-in and move-out process

Make it easy for tenants →

Audit how easy is the lease process with mystery shopping

Compliance with Fair Housing Act

Creating a safe and inclusive environment for tenants and providing them with equal housing opportunities is the core objective of the Fair Housing Act. IntouchShop^® evaluates:

Do leasing agents offer equal treatment
Adherance to fair housing guidelines
Avoidance of discriminatory statements

Be compliant, stay safe →

Assess whether your teams stay compliant with Fair Housing Act.

Surveying Current Tenants

Every tenant or buyer notices the gap between promises and reality. It's vital to listen to their concerns after they move in, when they become familiar with facilities and amenities, and when they raise specific issues. By consolidating data from programs like CSAT and NPS surveys, operational inspections, and mystery shopping, you can gain a comprehensive understanding of the tenant experience. Feedback you can collect with customer feedback surveys:

Satisfaction with the experience
Likelihood to recommend
Effectiveness of issue resolution

Listen to your current tenents →

Survey your current tenants to know how satisfied they are.

Property Appearance & Unit Condition

People want to live in a space that enhances their quality of life. That's why the visual appeal, condition of a property, and available amenities are such important factors for tenants to consider. IntouchShop^® can help you assess:

Overall property appearance
Cleanliness and maintenance of units
Amenities such as gyms and swimming pools
Convenience & comfort

Keep it in good shape →

Measure your cleanliness score with other locations with mystery shopping

Security and Safety Measures

Tenants deserve the peace of mind that comes from knowing they live in a safe and secure environment. Our mystery shopping program can help you evaluate whether tenants perceive your property as competitive within the market. These features can even allow tenants to qualify for insurance rebates.

IntouchShop^® measures:

Condition of theft and alarm systems
Presence of security personnel
Surveillance systems in use at competitor properties

Give them a safe and secure environment →

Evaluate the state of security features on your property with mystery shopping

Local Competitive Landscape

When prospective tennants are looking for a new rental unit, it’s unlikely that they will visit only your property. With Intouch Insight’s competitive mystery shopping solution, IntouchShop^®, you can evaluate:

Pricing • Condition of property
Amenities • Leasing processes

See how you measure against them →

See how your property rates differ from your competitors.

Make room for growth.

Imagine the joy on your tenants' faces, the enthusiasm in their voices, and the unwavering loyalty that comes from feeling genuinely valued. Create an extraordinary experience where tenants are delighted, satisfied, and don’t give a second thought to moving when it comes time to renew their lease.

Increase Lease Renewals

Consistently meet tenant expectations to significantly boost lease renewal rates and maintain a high occupancy rate.

Gain Referrals

Tap into the power of positive word-of-mouth marketing by creating memorable experiences that encourage tenant referrals.

Build Reputation

Exceptional service, well-maintained properties, and a waitlist of tenants are indicators of a stellar reputation. Build yours using actionable insights.

Improve Customer Service

Thoroughly identify strengths and weaknesses in your customer service processes and proactively address operational gaps.

Address Training Gaps

Enhance staff performance and knowledge through tailored training programs based on insights from mystery shopping.

Assess Competitive Landscape

Gain a competitive edge by understanding how your property and customer service stack up against others in terms of tenant experience.

Track and optimize every customer touchpoint.

Enhance tenant experience at every touchpoint.

Today’s customer interactions are complex. To guarantee a smooth and satisfying tenant experience, property management firms must view their approach through the tenant's lens and assess every touchpoint along the way.

Onsite Visits
No matter how many virtual tours someone watches, prospective tenants still want to see your property in person. In-person interactions allow you to truly connect, understand tenants' needs and preferences, and establish trust through exceptional customer service. With a mystery shopping program, you can effectively measure and assess the quality of, and adherence to your brand's service standards during these face-to-face interactions.
Phone Evaluations
Online Interactions

Ready to welcome tenants home?

Get in touch today! Our team would be happy to help you deliver a seamless experience.