IMT Residential is the Only Platinum Level Achiever in Third Quarter 2022 Benchmark for Mystery Shops
SHERMAN OAKS, CA. November 3, 2022
Did you know that IMT Residential will use “apartment mystery shoppers” to pose as real customers and observe a typical customer service experience? What is great about apartment mystery shoppers is that they provide a detailed, objective feedback report about their first-hand experience while interacting with our leasing team and touring our community. The apartment mystery shop feedback is used to ensure we both continue to offer elite customer service to all future and current residents and effective training to our associates.
At IMT Residential, we partner with the apartment mystery shopping industry leader, Ellis Partners in Management Solutions. 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.
IMT Residential was recognized as a Platinum Level Achiever in the Ellis Traditional Benchmark and a Gold Level Achiever in the Ellis Customer Experience Benchmark!
“We are beyond proud of our associates’ dedication and commitment to providing an exceptional, memorable customer experience to our prospective residents. It is an honor to be recognized by Ellis Partners as the only company this quarter to achieve Platinum for the Traditional Benchmark,” said Kelly Maier, Associate Vice President of Training, IMT Residential.
IMT Residential is the only company in Tier 2 to receive Ellis’ Platinum Level Achievers designation with a Traditional Benchmark score of 98% in Q3 of 2022. Tier 2 companies must complete 30 to 69 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 Q3 was just 80%. To receive the platinum-level accolade, companies must receive an average score of 97% or higher in the Traditional Benchmark, and IMT is the only management company in their tier to have achieved this.
IMT Residential achieved a Gold Level Achievers designation with a Customer Experience Benchmark score of 4.2 in Q3 of 2022. IMT is one of six companies in the total program to receive this gold-level accolade. Ellis uses another set of 10 scaled subjective questions to measure the customer experience in the categories of value, service, needs and loyalty. Ellis’ overall average Customer Experience Benchmark score for Q3 was just 3.6. IMT earned an exceptional 4.0 in Q2, and improved even further to an IMT record of 4.2 this quarter.
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.