IMT Residential is the Only Platinum Level Achiever in Fourth Quarter 2022 Benchmark for Mystery Shops
SHERMAN OAKS, CA. February 27, 2023
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 in the Fourth Quarter of 2022.
IMT Residential uses “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 elite 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 is comprised of two tiers in which companies can qualify for platinum, gold, silver or bronze levels based on the 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 on the mystery shop.
Ellis’ overall average Traditional Benchmark score for Q4 was just 82%, making IMT Residential’s 99% score an impressive achievement. Companies must receive an average score of 97% or higher to achieve the Platinum Level designation. IMT Residential is the only management company in Tier 2 to have achieved this.
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. IMT Residential’s score of 4.3 outperformed the overall average score of 3.7 in Q4. This exceptional performance follows a score of 4.2 in Q3, indicating IMT’s commitment to continuous improvement.
“We are incredibly proud of our associates’ dedication to providing exceptional customer service that creates memorable experiences for our residents. Being the only company this quarter to achieve a Platinum Level designation for the Traditional Benchmark is an outstanding accomplishment and a great honor for our team. This recognition from Ellis Partners is a testament to our commitment to delivering the highest quality customer experience,” said Kelly Maier, Associate Vice President of Training at IMT Residential. “We thank our team for their hard work and partnership with Ellis, and we look forward to achieving even greater success 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 17,000 residential units and 50+ 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.