IMT Residential Achieves 10th Consecutive Platinum Level in Third Quarter 2024 for Mystery Shops

SHERMAN OAKS, CA. November 12, 2024

IMT Residential, a nationwide leader in apartment management, has once again been recognized for outstanding customer service, achieving Platinum Level status in the Ellis Partners in Management Solutions benchmarking program for the tenth consecutive quarter. This accolade reflects IMT’s continued commitment to delivering a superior leasing experience for potential and current residents.

The Ellis Quarterly Benchmark measures success through “apartment mystery shoppers,” who assess the leasing experience from the perspective of prospective residents. These shoppers provide detailed, objective feedback on aspects like professionalism, efficiency, and responsiveness, which helps IMT Residential enhance customer service and refine training for its associates.

The Ellis Partners benchmarking program evaluates companies based on their performance in two areas: the Traditional Benchmark and the Customer Experience Benchmark. Companies qualify for platinum, gold, silver, or bronze levels based on scores from mystery shop assessments. In the third quarter of 2024, the average Ellis Traditional Benchmark score was 83%, while IMT Residential’s outstanding performance placed it at the top of its category. To achieve the Platinum Level designation, companies must earn an average score of 97% or higher, which IMT consistently achieved this quarter.

Additionally, IMT Residential was named a Gold Level Achiever in the Ellis Customer Experience Benchmark, which assesses customer satisfaction across service categories like value, responsiveness, and loyalty. IMT’s score of 4.2 surpassed the industry average of 3.7, emphasizing its dedication to continuously enhancing resident satisfaction.

About IMT Residential

IMT Residential is a Los Angeles based privately held full-service operator of multi-family residential communities. The company currently manages over 18,000 residential units in 55+ communities in nine U.S. states.  Founded in 1992, IMT Residential has been recognized on the lists of Top 50 multifamily firms nationally by the National Multi-Housing Council (NMHC) and Multi-Family Executive Magazine and is also recognized by the United States Green Building Council for their LEED for Homes construction projects. Additional information on IMT Residential can be found at imtResidential.com.

About Ellis Partners in Management Solution

Since 1984 Ellis Partners in Management Solutions has been providing customer feedback to property management companies and owners, through objective Apartment Mystery Shops that evaluate on-site sales and marketing processes. Ellis now offers an Integrated Customer Experience Program consisting of Mystery Shops, Resident Surveys, Ratings & Reviews, and provides real-time, multi-level reporting to help property management companies and owner understand and manage customer feedback and improve resident retention.