REAL ESTATE MYSTERY SHOPPING
Real Estate Mystery Shopping
Agency Service Audit
Thorough evaluation of customer service, listening skills, property proposals, and closing from a customer's perspective. Surveyors experienced in all real estate formats—rental agencies, sales brokerages, housing exhibitions, and condominium galleries—visit as genuine property seekers to quantify sales quality. Confidential chronological reports support closing rate improvement and sales capability enhancement.
Get a Free QuoteWhat Is Real Estate Mystery Shopping?
A mystery shopping service where surveyors posing as apartment seekers or home buyers visit real estate agencies, housing exhibitions, condominium galleries, and property management offices, objectively evaluating customer service, listening skills, property proposal abilities, viewing guidance, and closing techniques.
In the real estate industry, transaction values per deal are high, and sales staff service quality directly impacts closing rates. However, assessing actual sales quality in meetings without a manager present is difficult. Mystery shopping accurately evaluates sales staff's "natural service."
Results are scored across 5 axes—listening, proposal skills, property explanation, manners, and closing—and delivered as detailed reports with chronological records of the meeting. Individual salesperson evaluations and inter-store comparisons are available for use as concrete sales training materials.
Professional
Real Estate Mystery Shopping
Evaluate the Entire Real Estate Sales Process
Experience and evaluate the entire sales process—store greeting, needs assessment, property introduction, viewing guidance, question response, estimate presentation, and closing.
Quantify Sales Staff Proposal Skills
Quantify proposal-related elements using proprietary criteria—whether customer requirements are accurately understood, properties matching conditions are suggested, and pros/cons are honestly explained.
Check Viewing & Property Explanation Quality
Detailed evaluation of service quality at critical closing moments—viewing guidance skills, ability to convey property appeal, neighborhood introductions, and disclosure of negative information.
Are You Facing These Challenges?
We solve your concerns about real estate sales service quality through mystery shopping.
Good foot traffic but low closing rate
Advertising brings in customers but deals are not closing. Want to objectively identify service issues.
Large skill gap between sales staff
Significant performance gap between top and bottom salespeople. Want numerical data to identify where differences lie and raise overall standards.
Customer complaints are not decreasing
Ongoing complaints about "only being shown properties that do not match preferences" and "aggressive sales." Want to verify on-the-ground conditions.
Want to check viewing guidance quality
Property explanations during viewings are insufficient and clients say "I did not understand well." Want to know what and how to improve.
Low store visit rate from web inquiries
Inquiries come from portal sites but do not lead to store visits. Want to check for issues with initial phone and email responses.
Concerned about new hire service quality
More new hires joining but uncertain whether OJT alone provides sufficient service skills. Want third-party evaluation of actual customer interactions.
Real Estate Mystery Shopping Case Studies
Here are actual case studies from real estate mystery shopping assignments we have conducted.
Simultaneous sales quality survey across all 25 stores
Store closing rates were declining, and the client wanted unified evaluation across 25 nationwide stores. Surveyors visited each store as apartment seekers, scoring 5 processes—initial response, listening, property proposal, viewing guidance, and closing—at 10 points each. Store rankings and sales process analysis reports were delivered confidentially.
Survey housing exhibition service quality
Many exhibition visitors but not converting to consultations. Surveyors visited as home buyers, evaluating the entire process—welcome, listening, floor plan explanation, equipment guidance, financial planning proposals, and next appointment booking.
Survey condominium gallery customer experience
The client wanted to evaluate sales quality at a new condominium gallery. Surveyors visited as a couple considering purchase, evaluating reception, model room tour, floor plan explanation, neighborhood environment introduction, financial planning, and contract terms in detail.
Survey initial phone/email inquiry response
Store visit rates from portal site inquiries were low. Surveyors made both phone and email property inquiries, evaluating response speed, language use, question handling, store visit guidance appropriateness, and follow-up presence.
Recent Cases
* For privacy and confidentiality, specific event names are withheld; only service names are listed.
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Key Use Cases
Rental Agency Mystery Shopping
Are you facing these challenges?
賃貸仲介は来店からの成約スピードが求められる業態です。条件ヒアリングの正確さ・物件提案の的確さ・内見の案内力が成約率を大きく左右しますが、店長不在時の営業品質を確認するのは困難です。
Family Romance's Solution
部屋探しの客として来店し、初期対応・条件ヒアリング・物件提案・内見同行・契約条件の説明まで一連の営業プロセスを体験。スタッフの提案力とクロージング力を客観的に評価します。
Sales Agency & Housing Exhibition Mystery Shopping
Are you facing these challenges?
住宅購入は人生で最も大きな買い物の一つ。営業担当者の信頼性・提案力・知識量が成約に大きく影響しますが、顧客心理に寄り添えているか、説明は十分かの客観的評価が難しい業態です。
Family Romance's Solution
住宅購入検討者として来場・来店し、ヒアリング力・間取り説明・資金計画の提案・メリットとデメリットの説明バランス・クロージングまで、売買仲介特有の営業品質を評価します。
Phone & Email Inquiry Mystery Shopping
Are you facing these challenges?
ポータルサイトからの問い合わせは不動産営業の最初の接点です。この初期対応の品質が来店率を大きく左右しますが、営業担当者がどのような対応をしているか管理しきれていないケースが多く見受けられます。
Family Romance's Solution
電話・メール・LINE等で実際に物件問い合わせを行い、応答速度・言葉遣い・質問への的確な回答・来店誘導の適切さ・フォローアップの有無とタイミングを詳細に調査します。
Real Estate Chain Multi-Store Comparison Survey
Are you facing these challenges?
複数店舗を展開する不動産会社では、店舗ごとの営業品質のばらつきが成約率の差に直結します。本部の同行営業だけでは「素の営業」を見ることができず、公平な比較データが不足しがちです。
Family Romance's Solution
全店舗に調査員が同条件で来店し、統一された評価基準で営業プロセスをスコアリング。店舗ランキングと営業工程別の比較分析レポートをご提出します。
Why Choose Family Romance
Specialized Expertise in the Real Estate Industry
Covering all real estate formats—rental agencies, sales brokerages, housing exhibitions, and condominium galleries. With experienced surveyors well-versed in each stage of the sales process, we extract issues directly linked to closing rate improvement.
Local Surveyors Available in All 47 Prefectures
With registered surveyors nationwide, surveys at rural real estate offices require no travel costs. We support nationwide simultaneous surveys for real estate chains, delivering consistent quality across all stores.
Prompt Delivery of Chronological Detailed Reports
Within 5 business days, detailed reports recording the meeting flow chronologically from visit to departure. Clearly identify which stage of the sales process has issues.
Perfect Confidentiality Track Record Since Founding
Confidentiality agreements signed with all surveyors. They visit naturally as genuine property seekers, conducting condition consultations and viewings—there has never been a report of discovery since our founding.
Real Estate Mystery Shopping
If you have concerns about real estate sales service quality or closing rates, anonymous consultations via email, phone, or LINE are welcome.
Pricing Plans
Per staff | Extension ¥2,500/30min
Option Price List
| Option | Unit Price | Unit |
|---|---|---|
| Photo-Documented Detailed Report | ¥5,000 | / person |
| Video Recording | ¥8,000 | / person |
| Rush Service (within 3 business days) | ¥5,000 | / person |
| Extension (per 30 min) | ¥2,500 | / person |
Price Simulator
Estimated Total
Base
* Transportation, ticket costs, and other expenses are charged separately.
* Please contact us for an official quote.
How It Works
First-time users can feel at ease. Our dedicated staff will support you confidentially from inquiry to service day.
Consultation
Contact us via email, phone, or LINE
Plan Proposal
We propose the best plan and provide a quote
Staff Selection
Photo confirmation available We select the best match
Contract
Payment after confirmation No hidden fees
Service Day
Our professional staff delivers flawless service
Client Testimonials
“They surveyed our sales staff service. The specific feedback on property guidance flow and listening quality from a customer perspective was very helpful. We are using it to revise our sales manual.”
“We use this regularly to standardize service levels across stores. The reports are quality enough to use directly in store manager meetings. The surveyors are thorough and trustworthy.”
“We commissioned surveys as new hire training materials. The specific "what was good" and "what needs improvement" points are usable as real examples in training. New hire growth speed seems to have increased.”
“They surveyed our model room visitor service. While praised for easing first-visit tension, the observation about too many technical terms in financial planning explanations led us to redesign explanation materials.”
Frequently Asked Questions
Do surveyors actually conduct property viewings?
Yes, surveys including property viewing accompaniment are available upon request. This allows evaluation of guidance skills, explanation quality, and conduct during transit. Store-only survey plans are also available.
Will sales staff find out?
There has never been a single report of detection since our founding. Surveyors visit as genuine property seekers, and their questions and viewing reactions are indistinguishable from actual customers.
Do you support both rental and sales?
Yes, we support all real estate formats including rental agencies, sales brokerages, housing exhibitions, condominium galleries, and rental management companies. Specialized survey items are available for each format.
Can phone and email inquiry responses be surveyed?
Yes, we support quality surveys for phone, email, LINE, and other inquiry responses. We evaluate response speed, service quality, store visit guidance, and follow-up presence in detail.
What profile do surveyors use when visiting?
Settings such as age, gender, family composition, budget, and desired conditions are determined through advance consultation. We arrange surveyors with attributes close to your target customer segment.
Are individual salesperson evaluations possible?
Yes, multiple surveyors receive service from different salespeople, creating individual scorecards including listening, proposal, and closing skills.
Nationwide Coverage
We have registered staff in all 47 prefectures. We can arrange local staff anywhere in Japan.
47
Prefectures Covered
5,000+
Registered Staff
Kanto Area
Tokyo / Kanagawa / Chiba / Saitama / Ibaraki / Tochigi / Gunma
Kansai Area
Osaka / Kyoto / Hyogo / Nara / Shiga / Wakayama
Chubu Area
Aichi / Shizuoka / Gifu / Mie / Nagano / Niigata / Toyama / Ishikawa / Fukui
Kyushu & Okinawa Area
Fukuoka / Saga / Nagasaki / Kumamoto / Oita / Miyazaki / Kagoshima / Okinawa
Hokkaido & Tohoku Area
Hokkaido / Aomori / Iwate / Miyagi / Akita / Yamagata / Fukushima
Chugoku & Shikoku Area
Hiroshima / Okayama / Yamaguchi / Tottori / Shimane / Kagawa / Tokushima / Ehime / Kochi
Media Coverage
We have been featured in numerous TV shows, films, books, and international media.
FAMILY ROMANCE, LLC
ヴェルナー・ヘルツォーク監督作品。カンヌ国際映画祭公式上映。代表・石井裕一が本人役で出演。
レンタル×ファミリー
石井裕一の著書を原作とした劇場映画。2023年全国公開。家族代行の実態を描いた話題作。
人間レンタル屋
代表・石井裕一の著書（鉄人社刊）。
NHK
NHK総合・Eテレなど複数の番組で特集。代行サービスの社会的意義が紹介されました。
日本テレビ
情報番組やバラエティ番組で多数取り上げられています。
TBS
報道番組やドキュメンタリーで取材。代行サービスの社会的意義を深掘り。
テレビ朝日
ワイドショーや情報番組で特集。代行の実態に密着した企画が話題に。
BBC / CNN
BBC、CNN、ロイターなど海外主要メディアでも報道。日本独自の代行文化として世界的に注目。
FAMILY ROMANCE, LLC
ヴェルナー・ヘルツォーク監督作品。カンヌ国際映画祭公式上映。代表・石井裕一が本人役で出演。
レンタル×ファミリー
石井裕一の著書を原作とした劇場映画。2023年全国公開。家族代行の実態を描いた話題作。
人間レンタル屋
代表・石井裕一の著書（鉄人社刊）。
NHK
NHK総合・Eテレなど複数の番組で特集。代行サービスの社会的意義が紹介されました。
日本テレビ
情報番組やバラエティ番組で多数取り上げられています。
TBS
報道番組やドキュメンタリーで取材。代行サービスの社会的意義を深掘り。
テレビ朝日
ワイドショーや情報番組で特集。代行の実態に密着した企画が話題に。
BBC / CNN
BBC、CNN、ロイターなど海外主要メディアでも報道。日本独自の代行文化として世界的に注目。
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Important Notes
- 1Survey fees are per-store base fees. Additional charges may apply when property viewings are included.
- 2Same-day extensions are generally not accepted. Please allow generous time when booking.
- 3Surveyor visit conditions (age, budget, desired features, etc.) are set through advance consultation.
- 4Survey dates and times are determined in advance through consultation. Specific days and time slots can be specified.
- 5Survey reports are delivered within 5 business days of survey completion as a general rule.
- 6Survey results are objective evaluations based on facts and do not guarantee closing rate improvement.
- 7Surveyors will not actually sign property contracts. They will politely decline after viewings.
- 8For multi-store simultaneous surveys, survey timelines may vary depending on store count and area.
- 9Clothing specifications are accepted free of charge. However, as outfits are staff personal belongings, some requests may not be accommodated.
Free Consultation & Quote
Consultations are completely free and strictly confidential.
For urgent inquiries, please call us at {phone}.0120-949-341