This report presents the results of 100 secret shops in real estate, a strategy used to evaluate a business’s services, products, and real customer experience.
Why it matters: The results highlight significant areas of opportunity for brokerages and agents in the fundamentals of customer service.
The research: We conducted over 100 secret shops across the U.S., managed by a team of experts who used a standardized method conducted in a professional, repeatable manner to evaluate each brokerage.
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Online inquiries: we inquired about specific, median-priced properties on individual brokerage websites (not Zillow), primarily through online forms or similar calls to action.
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Open houses: our secret shoppers walked into local, median-priced open houses across the nation and collected specific data points about their experience.