Mystery Shops in Multifamily — Still Effective or Ready for a Refresh?

In the multifamily world, mystery shops have been a long‑standing tool to evaluate leasing performance… but I’m curious how the industry is using them today.Are mystery shops still a core part of your training + performance strategy?

Or are teams shifting toward newer methods like AI call scoring, CRM engagement analysis, or centralized leasing performance metrics?

I’d love to hear from others in the industry:

Are you still doing mystery shops?

If yes — what value are you getting from them today?

If no — what have you replaced them with?

What’s the most impactful way you measure leasing quality in 2026?

Comment below — I’m gathering insights across operators, PMCs, and BTR teams.

The goal: understand where the industry is headed and how we can elevate the future leasing experience

I like them still. Until site teams, Regional Managers, and Marketing finds a way to audit the quality of the on-site teams' interactions with prospects, it's a great way to do quality control!