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Mystery Shopping for Living Assets

hereSAY’s mystery shopping service provide data on the quality of your lead-to-lease journey through the eyes of your prospective residents. Understand how potential residents experience every touchpoint , from initial enquiry to viewing the scheme and the follow-up. The service is available for Build to Rent, PBSA and Later Living schemes and more, anywhere in the world.

The hereSAY service uncovers hidden blind spots in your leasing journey, providing clear, actionable data to support the training and recognition of your leasing teams. Our unique industry benchmark also enables you to assess the quality of your leasing journey compared to the wider sector.

“I left the development wanting to sign a tenancy agreement and a lot of this was due to the staff members excellent tour and how well he explained all the areas to spark interest.”

- Mystery Shopper

“My experience viewing this development was poor. I did not feel welcome, I felt rushed on my viewing and was not engaged with throughout the visit.”

- Mystery Shopper

We evaluate both measurable and intangible aspects of the viewing experience – from staff friendliness to scheme presentation – empowering operators, investors, agents, and developers to make informed decisions, optimise staff training, and implement targeted improvements.

Expect thorough, real-time insights that guide your strategy and maximise conversions.

Understand the actual experience customers have, uncovering pain points and strengths directly from their viewpoint. Gain insight into whether you potential residents truly understand the benefits of your scheme from their viewing.
Identify missed leads and reduce sales inefficiencies, ensuring each enquiry is fully leveraged to boost leasing. Our services are available for building at any stage of the leasing cycle from pre-lease to steady state.
Proactively monitor customer interactions to ensure your team consistently meets service expectations and follow brand-standards.
Use specific, data-driven insights to guide training efforts, focusing on areas that directly impact experience and conversions.
Gain objective feedback from mystery shoppers who evaluate your service as real customers, free from internal bias.

The Benefits

Why hereSAY?

We are the only service offering benchmarking against over 120 Build-to-Rent (BTR) schemes and over 400 leasing staff members. Our extensive data pool gives you a unique comparison point, helping you understand how your performance measures up against the industry standard.
Our mystery shopping service is tailored to various sectors, including Later Living, Student Housing, and BTR. This flexibility ensures that no matter your market, we can evaluate and optimise your lead-to-lease process with precision.
We use a tried and tested set of 80 questions to evaluate performance, combined with your own custom queries. This ensures our evaluations are both rigorous and relevant to your specific needs, providing deep insights into key areas of the leasing journey.
Retained clients benefit from our dashboard system, featuring advanced data analysis. Beyond just raw data, we offer regular reporting and detailed feedback from our team of experts to ensure you fully understand the results and can take action. You won’t need to make sense of the data on your own — we guide you through every step.
We offer additional training and ongoing support to help you implement improvements. You'll also have the opportunity to be featured in our annual benchmark report, with the chance to win an award for exceptional performance. Plus, our pre-leasing and lease-up programmes are designed to give you a head start in optimising conversions.

Step by Step

Book a Call

Speak with our team
Schedule an enquiry call to discuss your specific needs and goals for evaluating your lead-to-lease journey.
Craft Strategy

Tailored for your schemes
Work with us to select a programme that fits your schemes. Select the enquiry channel, custom questions and ‘add-ons’ based on your evaluation goals.
Expert Visits

Mystery shoppers in action
Our experienced mystery shoppers will visit your locations to assess every touchpoint, from enquiry to follow-up.
Review Feedback

Detailed insights and data
Receive comprehensive reports with actionable insights and data, helping you make informed decisions and optimise your leasing process.