Measure and Improve Customer Experience at Real Estate Sites Using Mystery Shopping

Real estate is a high consideration purchase – both in terms of value and the time invested by customers. In this industry, every customer touchpoint matters. From the speed and efficiency of responses via a website, phone or email, to the overall experience at the sales office and during site visits, each interaction plays a pivotal role.

Mystery shopping provides an in-depth narrative and objective assessment of customer experience. By utilising a real estate secret shopper, businesses gain actionable insights to drive improvements. At Channelplay, we conduct comprehensive mystery shopping programmes specifically for the real estate industry, ensuring that every phase of the customer journey is evaluated meticulously.

Key Parameters Evaluated

Before a sales office visit is planned, an appointment is booked through the realtor’s website or by calling their call centre. Our mystery shoppers assess:

2. Site Visit Experience

• Infrastructure, Furniture & Fittings: The maintenance and upkeep of the property.
• Cleanliness, Lighting & Temperature: Ensuring that the environment is inviting and comfortable.
• Branding: The consistency and appeal of both exterior and interior branding.

The quality of staff interaction is critical in shaping customer perceptions. Our evaluation includes:

The Value of Real Estate Secret Shoppers

Also check out: How Mystery Shopping & Audits Can Help Tackle Competition in Retail?