Ellis Benchmark Results

Company profiles and participation requirements

How was it created?

Ellis Partners selected 10 key questions, common to all shopping reports. A majority of property management companies have an organization-specific shopping report format, which still addresses the 10 key questions to allow for consistent comparison.

What types of companies participate?

  1. Large, medium and small property management companies
  2. Regional and national companies
  3. A, B and C properties – conventional and affordable

Requirements for participation:

  1. 40 or more shopping reports per quarter
  2. Shopping report must address the 10 key questions
  3. Review and sign letter of agreement outlining the program

Click on the Report to View Past Multifamily Industry Benchmark Reports:

  • 1Q 2014 – The Generational Divide and Leasing Training
  • 4Q 2013 – Managing and Responding to Customer Feedback (Part ii)
  • 3Q 2013 – Managing and Responding to Customer Feedback (Part i)
  • 2Q 2013 – Panning for Gold: Using the Shopping Report as Your Recognition, Reward, and Accountability Tool
  • 1Q 2013 – Understanding The Customer Experience Journey Through Their Eyes
  • 4Q 2012 – The Road To Customer Loyalty – Creating “WOW” Customer Experiences
  • 3Q 2012 – The Road To Customer Loyalty – Emotions Impact Leasing Decision
  • 2Q 2012 – The Road To Customer Loyalty – Begins at Customer Service
  • 1Q 2012 – The Road To Customer Loyalty – The Four Building Blocks
  • 4Q 2011 – Focus on Generational Differences – A Snapshot of Four Generations
  • 3Q 2011 – Focus on Generational Differences – What Does Gen Y Want
  • 2Q 2011 – Focus on Generational Differences – Marketing
  • 1Q 2011 – Focus on Generational Differences – Managing and Communication
  • 4Q 2010 – Focus on Customer Behaviors
  • 3Q 2010 – Focus on Technology
  • 2Q 2010 – Focus on Employee Retention
  • 1Q 2010 – Focus on Customer Service
  • 4Q 2009 – Sales Training – Classroom vs. Online
  • 3Q 2009 – Internet Leasing – Training, Leads, and Obstacles
  • 2Q 2009 – Leading in Challenging Times – The “Closing Ratio” and the “Closer”
  • 1Q 2009 – Leading in Challenging Times – Step Back, Reflect & Make Changes
  • 4Q 2008 – Performance Improvement – The Expectation of Focus and Motivation
  • 3Q 2008 – Performance Improvement – Accountability/Consequences
  • 2Q 2008 – Performance Improvement – Shopping Report Reward Programs
  • 1Q 2008 – Performance Improvement – Accountability
  • 4Q 2007 – One on One Training and Mentoring Programs!
  • 3Q 2007 – Training Trends Promote Professional Growth
  • 2Q 2007 – The Future of Training – E – Learning!
  • 1Q 2007 – Training to Lease! Training Models that Produce Leasing Excellence
  • 4Q 2006 – Customer Service Is “Key” – Follow Up With the Prospect
  • 3Q 2006 – Putting an End to Seasonal Leasing Performance Drop
  • 2Q 2006 – Setting the “Customer Service Tone” for Prospects/Renewals
  • 1Q 2006 – Shopping as a Customer Service Monitoring Tool
  • 4Q 2005 – The Evolution of the Benchmark – 7 Years of Setting the Standard
  • 3Q 2005 – Proper Care and Feeding of a Leasing Professional
  • 2Q 2005 – A Hiring Process Geared Toward Leasing Success – Reduce Staff Turnover
  • 1Q 2005 – The Anatomy of a Leasing Professional
  • 4Q 2004 – 2005 – A Year of Performance Resolutions
  • 3Q 2004 – S*A*F*E Leasing Concept 4 – Execution
  • 2Q 2004 – S*A*F*E Leasing Concept 3 – Focus
  • 1Q 2004 – S*A*F*E Leasing Concept 2 – Accountability
  • 4Q 2003 – S*A*F*E Leasing Concept 1 – Systems
  • 3Q 2003 – If You Don’t Lease, You Don’t Last! Get the Sale
  • 2Q 2003 – Raising the Bar – Have Your Team Say “Shop Me!”
  • 1Q 2003 – Unacceptable Leasing Practices
  • 4Q 2002 – Train & Retrain – Ask for the Money!
  • 3Q 2002 – How To Do MORE With Less Traffic
  • 2Q 2002 – The Effectiveness of Urgency
  • 1Q 2002 – Economic Downturn Slowly Reverses
  • 4Q 2001 – Deposit Percentage Improving But Still Ranks Low on Benchmark
  • 3Q 2001 – Less than 50% Ask for the Money!
  • 2Q 2001 – Strong Performers Overcoming Objections With the Prospect
  • 1Q 2001 – More Focus on Getting Contact Information During the Call
  • 4Q 2000 – Setting Appointment Contributes to Overall Benchmark Performance
  • 3Q 2000 - Performance on Telephone Predicates Overall Positive Standing
  • 2Q 2000 – Averages Fall Slightly from Last Quarter
  • 1Q 2000 – Overall Performance Ties To Selling Benefits and Earning the Sale