Leslie Webster

Ellis, Partners in Management Solutions (EPMS - A Grace Hill Company)

For over 35 years EPMS has been helping multifamily housing companies evaluate their sales and marketing effectiveness through our Apartment Mystery Shopping, offering participation in our nationally recognized Quarterly Benchmark Comparison report. In addition, we have the Resident Feedback (Survey) as part of our newest vision of providing our clients with insight into the Voice of the Customer. Using a multiple-step process that captures the Customer Experience as a whole - from objective technique (shops) to subjective feedback (surveys) to the most driving force in buying decisions, emotional impact (social media) – Ellis offers customers easily attainable solutions that drive true customer loyalty, resident retention, and ultimately profits. Based upon proven NPS (Net Promoter Score) methodology as developed by Bain & Company, we identify how loyal your residents are and how likely they are to recommend you to others and to remain a resident at your community. The program also incorporates our years of research into generational characteristics and behaviors, to help customers best get to know their resident and what impacts their buying decisions. Ellis is your only source for this fully integrated solution. We're not JUST a shopping company! We are here to help you understand and respond to the Voice of the Customer, helping you gain clearer insight into the Customer Experience on a day to day basis.