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Boost occupancy and tenant loyalty with mystery shopping.

Intouch Insight's mystery shopping services evaluate 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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See how we can help you in under 90 seconds.

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. 

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. What 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 →

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. What we typically evaluate:

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

Be compliant, stay safe →

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 →

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. Our mystery shopping programs 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 →

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.

What we typically measure:

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

Give them a safe and secure environment →

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 solutions, we can help you evaluate:

  • Pricing            •  Condition of property
  • Amenities     •  Leasing processes

See how you measure against them →