Your leasing team has blind spots.
We reveal them.

Mystery shopping (also called secret shopping) is the practice of sending anonymous "prospects" to evaluate how your leasing team handles inquiries. In multifamily, this means submitting a guest card or inquiry on a property website and measuring what happens next: how fast does the team respond, through which channels, how personalized is the reply, and do they follow up more than once. It matters because 55% of apartment communities provide zero follow-up to online leads, and 78% of renters lease with the first property to respond. If your team is slow or unresponsive, you're losing leases to the building down the street.

Terris Scout generates realistic AI prospect personas, each with a unique name, email address, phone number, and backstory. These personas submit genuine-looking inquiries through your property websites, then monitor every response across email, phone, text, and chat for 7 days. AI analyzes each response for speed, quality, personalization, channel strategy, persistence, and conversion intent. Your leasing team never knows they're being evaluated, so the data reflects real behavior, not performance anxiety.

Best-in-class response time is under 5 minutes. Research shows that responding within 5 minutes makes you 9x more likely to convert that lead compared to responding after 24 hours. The industry average, however, is far worse: only 2% of communities we evaluated responded in under 20 minutes. Most took hours, and over half never responded at all. Terris tracks response time to the second across every channel, giving you an objective, unbiased measurement your CRM can't provide.

The average cost to acquire a multifamily lead is $500-$700 through channels like ILS listings, Google Ads, and organic search. When that lead gets no follow-up, that acquisition cost is wasted. For a 150-unit property generating 80 leads per month, 55% receiving zero follow-up means roughly $290,000 per year in wasted marketing spend at a single property. Factor in lost lease revenue at $1,800/month average rent, and each missed lease costs $21,600 in annual revenue. At a 4.5% cap rate, every dollar of lost NOI reduces your portfolio value by $22.22.

The three highest-impact levers are: 1) Speed. Respond to every inquiry within 5 minutes. This alone can double conversion rates. 2) Multi-channel follow-up. Teams that respond via email, phone, AND text outperform single-channel teams by 600%. 3) Persistence. Most teams make one attempt and give up. Top performers follow up 4-5 times over a week. Terris Scout measures all three dimensions and provides coaching data so managers can see exactly where each property needs improvement.

For a 50-property portfolio on Terris Scout's Performance tier, the annual investment is approximately $47,000 CAD. The conservative recoverable value (reduced concessions and vacancy savings alone, excluding conversion improvement) exceeds $3.3 million per year. That's a 50x+ return. Even moving your portfolio from the industry-average 8.7% lead-to-lease conversion rate to just 12% produces tens of additional leases per property worth hundreds of thousands in annual revenue. At a 4.5% cap rate, this translates directly to measurable portfolio value increase.

Traditional mystery shopping relies on human shoppers, runs quarterly at best, costs $40-100+ USD per shop, and delivers PDF reports weeks later. Terris Scout is AI-powered, runs monthly or weekly, costs a fraction per evaluation, and delivers results in a live dashboard within days. More importantly, Terris tracks multi-channel follow-up behavior (email + phone + text + persistence over 7 days), which human shoppers can't replicate at scale. The result is continuous, objective, data-driven insight instead of occasional snapshots.

Your CRM shows what your team logs, not what prospects actually experience. CRM data is self-reported: it shows when a leasing agent records a response, not when the prospect actually received it. It can't tell you if the response was personalized, if the agent answered the prospect's specific question, or if they followed up across multiple channels. Terris captures the real prospect journey from the outside in, including exact response timestamps, actual content quality, voicemail analysis, and persistence over a full week. It's the data your CRM was never designed to provide.

Best-in-class leasing teams make 4-5 follow-up touchpoints across multiple channels over 5-7 days. Most teams make one attempt and stop. The data shows that persistence is directly correlated with conversion: a second follow-up increases contact rates by 40%, and a third by another 25%. Terris Scout's persistence score measures exactly how many touchpoints your team makes, through which channels, and over what time period, giving you a clear coaching benchmark.

Yes. 35% of apartment leads arrive outside business hours. Terris Scout can submit inquiries at 8pm on a Friday, 7am on a Sunday, or during holidays to test how your properties handle off-hours traffic. Do they have an auto-response? Does anyone follow up before Monday? This single data point is often worth the entire subscription for operators who don't realize they're losing a third of their leads to after-hours silence.

Our research shows 67% of operators lead with concessions on the first follow-up, but only 14% of renters say incentives are the most important factor in their decision. The most important factor is speed and quality of response. By measuring your team's actual response behavior with Terris, you can identify which properties are using concessions as a crutch for slow follow-up and coach them to respond faster instead. Faster response replaces discounting, protecting your revenue per unit without losing leases.

Terris Scout evaluates leasing performance across web form inquiries, email responses, phone callbacks, voicemails, text/SMS messages, and chat widgets. Each AI persona is equipped with a unique tracking email and phone number so every response is captured and timestamped. The platform scores not just individual channels, but your team's overall channel strategy: are they using multiple channels, or relying on a single email? Teams that combine call, text, and email outperform single-channel teams by 600%.