Why everyone should invest in independent mystery shopping
Understanding your customers’ experience is one of the most valuable investments for your business. Independent mystery shopping is one of the best ways to enable this as you get a full perspective of your customers viewing experience when they visit your development.
Knowing what you’re doing well and, in some cases, not doing well is vital to ensuring sales success, building a reputable brand and also identify skills gaps along the way to help develop and support your staff.
Mystery shoppers are trained about the industry and then tasked with assessing developments where their demographic would be the target audience. This service means you get a full, unbiased impression of your development which assists you in understanding what is and is not working well
During the hereSAY Mystery Shopping experience, the shoppers consider the pre-viewing experience, viewing experience, building and apartment presentation and the post-viewing experience.
Investing in mystery shopping is a valuable service because…
- You gain a complete, unbiased, 360º report to help you understand what your potential residents experience when viewing your development. It is a wise investment to steer current and future sales.
- You can compare your best and worst responses against your competitors to see what improvements are needed to gain a step up against what others in the market are doing.
- It provides you with a target audience understanding and insight that you will not gain elsewhere. hereSAY Mystery Shoppers are chosen to suit your target audience meaning they provide their experience and thoughts within a clear strategic framework.
- The report will give you areas your team could benefit from training and development which in turn will help retain your staff longer.
As well as providing a regular mystery shopping programme for individual schemes or whole portfolios, every year hereSAY benchmarks the viewing experience across the UK’s Build to Rent industry and focuses on the lead to lease journey.
SAY Partner, Debra Yudolph says, “The ‘lead to lease’ experience not only attracts customers but also provides an opportunity to promote the benefits of the sector and development. This year, hereSAY conducted over 215 shops and collected over 18,500 pieces of data across 50 schemes. The findings were intriguing, mostly showcasing excellent quality homes and service, with some areas ripe for improvement.”
Read our 2022/2023 From Lead to Lease Mystery Shopping Benchmark Report with the latest data and analysis of some of the most well-known UK developers here.
Get in contact with Esme to book your buildings in for your bespoke mystery shopping review, esme@sayproperty.co.uk.
Comments are closed.