Mystery shopping serves as a valuable tool to gain insights into real tenant experiences,highlighting both strengths and areas for improvement
The study was undertaken by Global Apartment Advisors (GAA) to evaluate the tenant experience, leasing process, and competitive positioning of the client’s residential properties in Madrid. The assessment covered various aspects of the leasing journey, including customer service, property presentation, online presence, and follow-up communication.
Mystery shopping serves as a valuable tool to gain insights into real tenant experiences, highlighting both strengths and areas for improvement. This report aims to provide the client with actionable recommendations to enhance customer engagement, improve leasing efficiency, and ensure competitiveness in the Madrid rental market. The evaluation focused on six client properties and benchmarked them against eight competitor developments. A structured methodology was employed, incorporating qualitative and quantitative assessments through simulated tenant interactions.