Mystery Shopping allows you to see exactly what an independent, trained mystery shopper experienced in an interaction with your business.

You will learn what your customers experience and feel, enabling you to make identifiable improvements in your service offering.

Know Your Market can mystery shop your entire sales conversion process. For example we can ensure that we test all of the following within one customer enquiry:

• Online or telephone enquiry
• Portal referred enquiry
• Appointment booking process
• Market valuation and assessment
• Sales negotiation

In all cases we offer a reporting view of the mystery shopper interaction in a similar media to that experienced:

• Recordings for engagement
• Audio files for telephone calls
• Screenshots and recordings
• Virtual valuations and viewings
• Full transcripts and reports

A sales or service process is only as good as its weakest link. Mystery shopping your processes end to end, through a complete property customer journey, ensures that every point performs to the optimum required level.

By including some of your property competitors in your Mystery Shopping programme, you can gain direct insight into how they win new business, and benchmark your service offering against theirs to stay ahead.

Additionally you will be as well informed as your customers on what is available to them from your rivals.

Mystery Shopping enables sales and lettings managers to monitor how well staff interact with customers.

Or to check how consistently staff remember to ask the right questions, collect relevant information and cross-sell related products and services.

Regular measurement helps staff internalise all aspects of the sales process facilitating a confident and convincing sales pitch.

All of which ensures better sales progression and increasing revenues.