by Christine Serlin
Mystery shopping has existed since the 1940s, but, even after 80 years, its presence in the multifamily industry remains underutilized. Mystery shopping can be an effective tool for ascertaining the customer experience, the effectiveness of on-site teams in everyday encounters, as well as an effective way to assess the digital aspects of business performance.
MFE talks with Kendall Pretzer, CEO of Grace Hill, about the benefits of mystery shopping. The company has provided mystery shopping services to its customers for a decade and recently acquired The Shadow Agency, a mystery shopping provider, as a way to bolster its offerings to multifamily owners and operators.
Read the article in Multifamily Executive.