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CUSTOMER EXPERIENCE, SEEN THROUGH YOUR CUSTOMER'S EYES

Every Customer Experience
Tells a Story.

From the first greeting to the final follow-up, Elevate shows you what customers actually experience. Then we help your team turn those insights into better service, stronger relationships, and measurable improvement. Based in Dallas–Fort Worth and serving operators across Texas, with phone and video shops available nationwide.

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Leasing Operations Training & Coaching Fractional Training Entrata Customer Experience Performance Improvement Mystery Shopping
2026 New Client Special
Phone + Onsite Combination Shop — $199

Regular $249. Customized to your standards at no additional charge, report back in 1–3 days, and no long-term contract. A mystery shop shouldn’t end with a score — it should start with a plan.

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Offer valid for new clients through December 31, 2026.
📊
Measure — We evaluate what matters
🔍
Coach — Actionable insights, every time
🚀
Elevate — Empower your team to perform
🏢
Multifamily Expertise — 25 years in the industry

Every Shop Includes Free Customization

We tailor every evaluation to your company's goals, brand standards, and expectations — at no additional cost.

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Why Elevate?

We Don't Just Evaluate Performance.
We Help Improve It.

Most companies hand you a score and move on. Elevate connects evaluation results to coaching, training, and measurable improvement.

Most Companies
Deliver a score
Deliver a report
Move on
Elevate
Identifies root causes behind the score
Provides coaching recommendations
Creates manager action plans
Supports accountability
Measures improvement over time
Connects results to training
Helps teams convert more prospects
Evaluation Services

Mystery Shops Built Around
Your Customer Journey

Our multifamily roots give us deep leasing expertise. We also build customized shops for retail, restaurants, fitness, hospitality, and service businesses, with training support shaped around your goals.

01
Phone Shops
02
Onsite Experience Shops
03
Video Mystery Shops
04
Email & Text Response Evaluations
05
Competitive Shops
06
Customized Industry Shops
07
Follow-Up Shops
08
Shop Before The Shop
Beyond the shop

Your training department, when you need one.

Our findings can lead directly to the support your team needs. Choose a focused project or ongoing training leadership, from leasing teams to customer-facing teams in other industries.

Fractional training

Experienced learning and development support without adding a full-time training role.

Leasing coaching

Practical help with discovery, tours, objections, closing, renewals, and follow-up.

Entrata & LMS support

Systems training, learning paths, course development, workflows, onboarding, and SOPs.

Explore training services →
Prospective customer arriving at a landscaped community entrance
The numbers don't lie

A lead is only the beginning.

Industry research gives us a starting point. Your own customer journey tells us where to act, from the first inquiry to the visit and the follow-up.

8.7%Average lead to lease conversion in the cited multifamily analysis
16.5%Conversion among the top performing properties in that analysis

Source: ResMan analysis of 1.5 million leads across 4,300 multifamily properties, 2024, as cited in Elevate's campaign graphic. Results vary by property and market.

What happens on the visit?

The details that move someone forward.

Was the welcome warm? Did the team learn what matters to the customer? Was the value clear? Did anyone follow up afterward?

Elevate evaluates the experience against your own standards, then turns the findings into practical coaching and training priorities.

See What We Evaluate
Leasing professional showing a prospective resident a model apartment
See Elevate in action

What is your customer experience really saying?

A quick look at why the moments between first contact, a tour, and follow-up matter. Press play to hear the Elevate story.

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See what you're getting

One leasing experience. A clear path to improvement.

Explore this three page sample report preview, from the prospect's experience and evaluation highlights to business impact, coaching and a 30 day action plan. Full reports include all evaluated questions, scoring and supporting observations.

Select the preview to enlarge. Sample report preview, fictional community.

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Full three page sample leasing shop report
Eric Franco, Founder and Principal Consultant of Elevate Mystery Shopping
Eric Franco
Founder & Principal Consultant
25
Years Multifamily
8
Shop Types
8
Page Report
Who We Are

Built by Someone
Who's Done the Job.

Elevate was founded by Eric Franco — a multifamily Director of Training with 25 years of experience in leasing, operations, systems training, and performance improvement.

"Elevate exists to bridge the gap between mystery shopping reports and real performance improvement — connecting evaluation findings to coaching, training, and measurable results."

Eric has worked across every level of multifamily — from leasing agent to regional leadership — which means every Elevate evaluation is built from the perspective of someone who has actually coached the behaviors being measured.

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Episode available now

Behind the Portfolio

Eric Franco joins the podcast to talk about Elevate Mystery Shopping, the leasing experience, and turning evaluation findings into stronger teams. Watch or listen to the conversation.

Watch or Listen
Ready to Elevate?

Ready to Improve Your Team's
Leasing Performance?

Tell us what your customers experience today and what you want to improve. We can tailor a mystery shop, coaching plan, or training program around your business.

Schedule a Consultation Why Elevate?
Direct Contact
efranco@elevatemysteryshopping.com