MYSTERY SHOPPING

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Mystery shopping, also known as secret shopping, is a valuable tool for assessing the customer service, product knowledge, and overall consumer experience provided by your Property Management team. Through anonymous evaluations, we can help you identify strengths and areas for improvement, ensuring your team delivers exceptional service consistently. 

  Phone Mystery Shopping Our phone mystery shopping service evaluates how your property management staff handles inquiries and provides information. We assess: 

• Response Times: How quickly staff answer calls. 
• Operational Standards: Adherence to company protocols during interactions. 
• Accuracy of Information: Ensuring that the information provided to potential clients is correct and comprehensive. 
• Follow-Up Results: Evaluating how effectively staff follow up on inquiries. 

Web and Email Mystery Shopping: We also do mystery shopping through your website and email channels. This includes: 

• Website Evaluation: Assessing the effectiveness of your contact page and user experience to determine how well it facilitates customer engagement. 
• Email Interactions: Analyzing the quality of email communication, including response times, tone, and information accuracy. 

These evaluations offer your property management staff an opportunity to build customer relationships and effectively highlight your services and offerings 

 In addition to evaluating your team, we can conduct mystery shopping on your competitors. This provides valuable insights into their offerings, customer service practices, and market positioning, allowing you to stay competitive and make informed strategic decisions.  

 Understanding how clients perceive your property management team is crucial for continuous improvement and growth. Our mystery shopping services can uncover valuable insights that enhance customer satisfaction and operational excellence. 

   Schedule a free online session to discuss your mystery shopping needs and learn how PM by Design can support your goals. Together, we can elevate your property management services and create exceptional experiences for your clients!  Mystery shopping or ‘Secret Shopping’ identifies the Property Management team’s personal customer service, product knowledge, and overall consumer experience through anonymous evaluation.