Estate Agency Mystery Shopper

Award winning estate agency service can start with a mystery shop

With an ever increasing amount of house buying research and activity taking place in the property portal market, traditional high street agents are having to work harder than ever to exceed their customers expectations. We can help you to achieve this with our combination estate agency mystery shop programme using pre-formatted reports and scenarios.

Why customer service matters

New online entrants have delivered a revolution in the estate agency marketplace and your staff must ensure that their professionalism and local knowledge gives you a clear advantage over the competition, however you market your service.

With over 25 years’ experience conducting mystery shopping research we understand the current challenges faced by the sector. We have developed a bespoke estate agent mystery shopper programme to help. We can provide you with a high level review of your operations – our combination programmes have led to a direct improvement in customer engagement and satisfaction within local branch networks.

What are the benefits of mystery shopping for estate agents?

A mystery shopping exercise will help you gain a detailed understanding of:

• How well you engage with sellers and buyers at the initial point of contact.
• Competence via your different communication channels; walk-in, telephone and email.
• How you could work more efficiently to deliver a quality, cost effective service to your customers.
• See how you compare with other estate agents through our ‘Estate Agency Bench-marking Programme’ (EABP).

Who are our mystery shoppers?

Our mystery shoppers are selected from a 20,000 strong database, spread throughout the UK. Operating since 1989, we have built up an enviable team of experienced researchers.

How is the mystery shop conducted?

The mystery shopping exercise takes place over a defined period, usually a couple of weeks on a variety of days and times.  Our shoppers will follow the brief as either a buyer or seller to measure:

• Standards of response to buyer enquiry
• Response to seller enquiry.
• Call/Email response times.
• Physical visits to the branch to test ability of staff to conduct a full customer fact find.
• How the subject of fees is introduced
• How objections are handled
• How you up-sell from the standard package offer
• How you differentiate yourself in the market place

 How are the results reported?

Results can be viewed through our bespoke reporting dashboard which can be viewed online.

• A digital mystery shopping scorecard report.
• Detailed commentary on findings and areas for improvement.
• Your sector benchmark.

We think that mystery shop research is such a good way to review your performance that you will want to make it part of your standard business practice. Over time you will be able to monitor your improvement to check your level of service is heading in the right direction, for you and your customers.