Click here to download our latest BTR Report
Click here to download our latest BTR Report
Mystery Shopping and Benchmarking for Residential Property
We carry out independent assessments of how your schemes handle every enquiry, viewing and follow-up, helping you boost and maintain leasing and sales performance across your portfolio.
hereSAY uses mystery shopping to make sure your leasing journey is being delivered effectively and to a high standard, helping you improve performance, convert more leads and celebrate great teams.
Our focus is the lead-to-lease journey across Build to Rent, PBSA, co-living, single family housing and Later Living, in the UK, Europe and Australia. We also mystery shop new homes sales.
We evaluate both the functional and interpersonal sides of the experience, from response times and compliance to rapport, staff knowledge and scheme presentation. As part of SAY Property Consultants, our findings come from operational experts who know how schemes run day to day, so every recommendation is practical and commercially grounded.
With 350+ schemes mystery shopped, our BTR and PBSA leasing experience benchmarks are the only ones of their kind, showing exactly how you compare to your competitors and where your leads are being lost. All clients get access to our proprietary dashboard with data updated weekly.
“The guide had headphones in as he showed me around. It seemed as though he was merely going through the motions without genuine interest in the customer."
- Mystery Shopper
You know why people choose to live at your scheme. But do you know why they don’t?
You have around twenty minutes to win them over. Was their enquiry dealt with efficiently? Was their tour personalised? Did the member of staff provide all the information needed to make an informed decision? And once they got home, did anyone follow up?
Those twenty minutes decide whether an enquiry becomes a resident. hereSAY shows you exactly what happens in them.
“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
5 Years
of experience mystery shopping and benchmarking for the residential sector.
mystery shops completed to date
schemes mystery shopped across the UK, Europe and Australia
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Understand what prospective residents actually experience, and whether they would choose to live at your scheme.
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Find out where leads are being lost, from unanswered enquiries and slow responses to missing follow-up, so every enquiry has the best chance of becoming a resident.
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The best schemes deliver the same experience whoever runs the viewing and whatever day it is. We show you where consistency slips across staff, sites and days of the week.
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Use evidence, not guesswork, to coach the behaviours that most affect conversion: rapport, personalisation, communicating value and follow-up. hereSAY can also provide follow-up training and support.
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Get an independent view of how your operators or letting agents are performing on the ground, measured against the wider sector. Track standards over time, compare schemes across your portfolio and spot issues before they affect occupancy.
The Benefits
Why hereSAY?
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hereSAY is part of SAY Property Consultants, an award-winning consultancy founded by Debra Yudolph in 2010. Our findings come from a team that understands how schemes run day to day, so our recommendations are practical and commercially relevant.
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Five years of BTR benchmarking, and the UK’s first PBSA mystery shopping benchmark. Your data is contextualised, driving greater results and insights.
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We recruit, brief and manage shoppers who match your target market, so every visit is credible and the feedback is consistent. We have ready to deploy surveys or can completely customise to your needs.
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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.
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Every client receives feedback on their report, with suggested improvements and further support, including training where needed. Retained clients also get access to our dashboard. Your teams can also be recognised in our annual benchmark report and the hereSAY BTR Awards.
Step by Step
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Book a Call
Speak with our team
Tell us about your schemes and what you want to learn about your customer journey.
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Design your programme
Tailored for your schemes
Choose your schemes, enquiry channels, frequency, custom questions and add-ons. Pre-leasing and lease-up programmes are also available.
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Shoppers deployed
Mystery shoppers in action
Shoppers matched to your target market contact your schemes through your live channels (phone, web, social media or walk-in), attend viewings and track the follow-up, just as a real prospective resident would.
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Review Feedback
Detailed insights and data
Receive comprehensive reports with actionable insights and data, helping you make informed decisions and optimise your leasing process.
hereSAY Seen In
Our hereSAY
experts
Esme
Webb
DIRECTOR - HERESAY AND RESEARCH
Nicolas Philippe-
Desneufbourgs
HERESAY - HEAD OF OPERATIONS
