Transforming Apartment Customer Experience: How BRG Apartments Boosted Occupancy Rates through Strategic Mystery Shopping

BRG Apartments is a trusted, long-standing operator of apartment communities across Ohio, Kentucky, and Indiana. Backed by over 250 years of combined leadership experience, BRG is known for its commitment to long-term ownership, service-driven operations, and smart, sustainable growth.

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Challenges

BRG Apartments needed to get a clear benchmark of their actual performance so they could help their teams refine their sales skills and deliver a more consistent, high-level of service. They partnered with CustomerOptix because of its long-standing history of affordable mystery shopping solutions and quick reporting capabilities.

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Solution

BRG Apartments implemented mystery shopping across multiple locations to uncover service gaps and elevate the resident experience.

• Targeted Benchmarking: CustomerOptix identified consistently missed opportunities during key phone interactions and launched a targeted telephone benchmarking program.
• Actionable Systems: By putting actionable systems in place, BRG quickly saw measurable improvements.
• Workflow: The process involved CX Evaluation, Analysis, and Reporting.

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Results Summary

1. Increased Service Scores & Customer Reviews: Mystery shopping feedback transformed into swift, strategic action—sharpening customer service and driving a noticeable increase in both the volume and quality of online reviews.
2. Boosted Occupancy Rates: Improved service and higher review ratings led to a clear uptick in occupancy rates, turning resident satisfaction into measurable growth.

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What BRG has to say...

Customer service is at the core of what we believe is most important, and Customer Optix plays a key role in helping us uphold that standard. They're responsive, proactive, and always willing to dig into any questions or concerns we have. Plus, they return shop reports quickly, allowing us to take immediate action and continue improving in real time.

-Kelley Holcomb, Director of Training at BRG Apartments

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Key Metrics

Over a two-year period, BRG Apartments saw significant improvement in overall scores, proof that the CustomerOptix mystery shopping solution is driving real, measurable results:

• 20% Increase in Service Scores & Reviews ‍
• 10% Boost in Occupancy Rates

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Implementing a CX Evaluation Program

Our team has 25+ years of experience building scalable mystery shopping programs nationwide. Our network of over 1M verified evaluators will gather real-time insights through in-store online or phone interactions. Small businesses can discover the strengths and weaknesses of their operations through the lens of customers to see what’s working and what’s not.

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How Our CX Evaluation Programs Work

On-Site Visits - Our evaluators will visit your store locations and assess your business based on your preferences such as cleanliness merchandising and overall service.

Phone Interactions - Our evaluators will secretly interact with your team and can identify areas that require improvement such as wait times product knowledge and overall customer experience.

Online Experiences - If your customers use your website to interact with your brand our evaluators will review your website usability and product experience to help you identify areas for improvement.

Once you build your program and submit your order our evaluators will execute that program and report actionable data and insights. Your report will undergo a thorough QA review and be emailed to you quickly so you can discover where improvements need to be made. Contact our team of experts today.

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