As estate agency market research experts, we utilise mystery shopping and customer feedback insights to optimise your... Read more
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As estate agency market research experts, we utilise mystery shopping and customer feedback insights to optimise your processes and grow your revenue.
Mystery Shopping is a cost-effective measurement tool which enables you to assess your sales, service and customer experience performance through the eyes of your customers.
One of our 28,000-strong team of shoppers interacts with your business, documents their experience and assesses it against a list of best practice criteria.
We provide a detailed assessment of every stage of your customer journeys and uncover actionable insights that you can turn into business growth.
Learn what you do well as well as what you could do better, increase revenue and place yourself ahead of the competition.
Customer feedback is the process of collecting and analysing data to help answer questions about your business so you can make better decisions, reduce risk and boost growth.
It can also be more exploratory, helping you to understand the micro or macro environment in which your business operates.
Making important business decisions without supporting data can be a risky strategy.
Good quality customer feedback provides data-driven, robust insight to support business strategy and inform choices.
Problems we solve for agents
Measure your sales process - are staff adhering to it, asking the right questions at the right time? Do they follow up quickly? Is it the process that needs a tweak?
Measure your customer experience - is it positive? How do your customers feel when they interact with your agency? Are all your channels performing as good as your best?
Invaluable for staff development and one-to-one training - understand your business’s strengths and weaknesses by branch, by employee, by touch point.
Qualitative, quantitative, bespoke and internal - benchmark your customer experience over time and against other businesses. Regain lost leads and boost your valuation-to-instruction ratio.
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Setup / Onboarding
All the services we offer will be discussed with you during your demonstration and agreed upon within your contract first, of course.
From here, we'll send you examples of the types of mystery shops or customer feedback surveys you have ordered so you can peruse.
Next is your onboarding call which we ask you to bring details of your sales process to, what your staff are targeted on and any ideas of your own that you may have.
Within that call, we'll show you how you'll be able to view your results before discussing finer details; questions, scoring, data cleanses and how enquiries are allocated, for example. We'll also explain the steps a mystery shopper will take, the brief and the scenarios they will use.
We then write this up and send over to you for approval and to make any last minute amends.
GO LIVE! Once the first few shops or surveys have been returned to us, we'll book in another call with you so you can get the most out of your dashboard, including how to generate reports.
Training & Support
Training will be provided to any of your team members as and when required. At the end of each wave, we'll book a review call with you to discuss your results, where improvements need to be made and how to obtain everything you need to make more informed decisions from your dashboard.
Awards for 2022
Kerfuffle Silver award winner for Agency Review Management
Online enquiries – how quickly does your team respond?
Phone enquiries – are you asking all the right questions?
Branch visits – Do you provide a warm welcome?
Property viewings – Maximise your conversion to sale rate
Market appraisals – Ensure it’s your agency they pick
Download our guide to Mystery Shopping
Surveys – gain insight at every stage of your customer’s journey with truly honest answers
Net Promoter Score – how likely are your customers to recommend you to their friends or colleagues?
Lost valuation research – Why did they go elsewhere? What could you have done better?
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