IMT Residential Achieves Platinum Level in Second Quarter 2024 for Mystery Shops
SHERMAN OAKS, CA. August 22, 2024
IMT Residential, a leading nationwide apartment operator, has been recognized for its exceptional customer service by achieving Platinum and Gold Level Achiever designations in the Ellis Partners in Management Solutions benchmarking program during the second quarter of 2024. This marks the 9th consecutive quarter achieving Platinum.
IMT Residential utilizes “apartment mystery shoppers” to assess the customer service experience of interacting with the leasing team and touring the community from the perspective of a real customer. The mystery shoppers provide detailed and objective feedback on their first-hand experiences, which allows IMT Residential to maintain high-level customer service for both current and future residents. The feedback also helps IMT provide effective training to its associates.
Ellis Partners in Management Solutions’ benchmarking program consists of two tiers through which companies can qualify for platinum, gold, silver, or bronze levels based on their overall score. Tier 2 companies must complete 30 to 69 mystery shops within the calendar quarter and are ranked based on a set of 10 benchmark questions included in the mystery shop. The Traditional Benchmark focuses on evaluating the overall quality and consistency of the leasing team’s interactions, including factors such as professionalism, efficiency, responsiveness, and product knowledge.
With Ellis’ overall average Traditional Benchmark score for Q2 at 83%, IMT Residential’s remarkable 98% stands out as an impressive achievement. To earn the Platinum Level designation, companies must attain an average score of 97% or higher. IMT Residential is the only management company in Tier 2 to have reached this distinguished level.
In the Customer Experience Benchmark, Ellis measures the customer experience in the categories of value, service, needs, and loyalty using a set of 10 scaled subjective questions. The Customer Experience Benchmark goes beyond basic service metrics to assess how well the leasing team meets the needs and expectations of potential residents, including their perceived value and loyalty to the community. IMT Residential’s score of 4.2 outperformed the overall average score of 3.7 in Q2, indicating IMT’s commitment to continuous improvement.
“Achieving a Platinum Level designation for the ninth consecutive quarter is an extraordinary accomplishment and a profound honor for our entire team. We are immensely proud of our associates’ unwavering dedication to delivering exceptional customer service that resonates deeply with our residents. Being the only company to reach this milestone underscores our relentless commitment to providing the highest caliber of customer experience,” said Kelly Maier, Associate Vice President of Training at IMT Residential. “We are deeply grateful to our team for their hard work and to Ellis for their partnership. Together, we look forward to reaching even greater heights in the future.”
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.
