40+ years of CX mastery
We take pride in partnering with well-known property management firms in North America, to measure brand service standards and improve tenant experiences.
We take pride in partnering with well-known property management firms in North America, to measure brand service standards and improve tenant experiences.
Our solutions seamlessly integrate NPS® and CSAT surveys as well as operational audits and inspections with mystery shopping data to give you a complete picture.
We are the most technologically advanced mystery shopping provider, helping you listen, interpret and act on insights through our scalable CX solutions.
Harness the power of Intouch Insight’s enterprise-level mystery shopping solutions designed specifically for firms with large unit inventories.
With a vast network of shoppers, Intouch Insight offers the most promising on-time completion rate in the industry.
Our teams are adept at designing cross-channel programs that ensure you deliver on your brand promise across all customer touchpoints.
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.
At Intouch Insight, we understand the impact of exceptional tenant experiences on the bottomline. That's why we're here to help you unlock invaluable insights that will take your tenant experience to new heights.
Consistently meet tenant expectations to significantly boost lease renewal rates and maintain a high occupancy rate.
Tap into the power of positive word-of-mouth marketing by creating memorable experiences that encourage tenant referrals.
Exceptional service, well-maintained properties, and a waitlist of tenants are indicators of a stellar reputation. Build yours using actionable insights.
Thoroughly identify strengths and weaknesses in your customer service processes and proactively address operational gaps.
Enhance staff performance and knowledge through tailored training programs based on insights from mystery shopping.
Gain a competitive edge by understanding how your property and customer service stack up against others in terms of tenant experience.
Tenants spend months conducting research to find a place they can truly call home. Intouch Insight partners with you to collect quantitative as well as qualitative data to improve the tenant experience.
Your reputation is at stake when leasing consultants represent you in attracting and securing qualified tenants. If the leasing process isn't smooth, it can lead to lost tenants, financial consequences, and a tarnished reputation.
With Intouch Insight's mystery shopping program, we can help you measure the effectiveness of your leasing process so you can ensure you always have a waitlist of prospective tenants. What we typically measure:
Creating a safe and inclusive environment for tenants and providing them with equal housing opportunities is the core objective of the Fair Housing Act. Our mystery shoppers engage with leasing consultants to assess their compliance with fair housing principles. This valuable information allows you to implement targeted training programs aimed at educating leasing consultants about fair housing regulations. What we typically evaluate:
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
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. Our mystery shopping programs help you to determine if the overall living experience you are delivering is meeting tenants needs.
What our mystery shopping programs typically assess:
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Secure your spot for next year’s Drive-thru study! Book by December 15, 2022, to secure a 10% discount on the package price.
Full package price is $9,995.
150 Mystery Shops conducted on your locations. Price includes all shopper fees and food reimbursements.
Access your results alongside the 10 benchmark brands. Raw data files included.
Your portal comes pre-loaded with custom dashboards for your brand and a personal advisory call to review results.
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 being on par with your competitors or not. These features can even allow tenants to qualify for insurance rebates.
What we typically measure:
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 solutions, we can help you understand how your units compare to those nearby, and can help you make critical decisions around where to make investments that will have the biggest impact on improving your competitiveness.
What is usually evaluated:
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.
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.
As the initial point of contact for prospective tenants, a phone call sets the tone for their entire experience. A mystery shopping program provides you with the ability to assess how your leasing consultants handle inquiries, provide information, demonstrate friendliness, and facilitate property tours with ease.
The use of AI and chatbots is blurring the lines between human and automated responses, making it difficult for customers to discern who they are interacting with. Nowadays, tenants can book appointments and view apartments with 360-degree online tours, all without physically visiting the property. Which means, evaluating this touchpoint is crucial to ensure a seamless tenant experience.
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400 March Rd, Kanata, ON K2K 3H4 | 1 800-263-2980