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Standard Survey and Scoring Criteria Used by LeaseHawk Analysts

Review the standard survey and scoring criteria used by LeaseHawk’s expert analysts to measure agent performance.

Last Update:
March 5, 2021
Agent Performance
Implementation

Introduction

LeaseHawk offers two scoring methods to measure agent performance for our clients: manual scoring by our expert analysts or scoring powered by Artificial Intelligence (AI). This article discusses the standard survey and scoring criteria used by our analysts only. The survey and scoring criteria for our AI-powered scoring can be found here.

If you are unsure which scoring method is used for your properties, please reach out to your LeaseHawk Client Success Manager or email support@leasehawk.com.

Standard Survey Used by Analysts

Inbound first-time prospect calls handled by your leasing team are recorded by LeaseHawk. A random sample of these recorded calls are scored by our expertly trained analysts to measure agent performance based on a survey of best practices. Our analysts ensure the highest level of accuracy for evaluation of calls compared to any other scoring method. The standard survey is shown below:

Individual Performance Evaluation (Standard Leasing)

Introduction & Lead Information Weight
1. Leasing Professional clearly introduces self and the community. 6
2. Leasing Professional attempts to determine caller’s name or caller volunteers name. 10
2a. Caller volunteers name. 0
3. Leasing Professional attempts to determine caller’s contact information. 6
3a. Caller volunteers contact information. 0
Pricing
4. Leasing Professional lists community and/or apartment amenities, features, benefits before or while mentioning price/price range. 10
4a. Leasing Professional just mentions price/price range. 0
Qualifying Questions
5. Leasing Professional inquires if the caller has pets or caller asks if the community accepts pets. 5
5a. Caller asks if community accepts pets. 0
6. Leasing Professional attempts to determine when the apartment is needed or caller volunteers. 5
6a. Caller volunteers when the apartment is needed. 0
7. Leasing Professional attempts to determine the advertising source or caller volunteers. 0
7a. Caller volunteers advertising source. 0
8. Leasing Professional attempts to determine why the caller is moving or caller volunteers. 5
8a. Caller volunteers why they are moving. 0
9. Leasing Professional determines that the caller is not qualified due to price, pet, lack of availability, school district, etc. 0
Amenities & Benefits
10. Leasing Professional asks caller for their specific needs/preferences or caller volunteers. 10
10a. Caller volunteers their needs/preferences. 0
11. Leasing Professional mentions benefits of community amenities as they pertain to the caller’s stated needs. 3
12. Leasing Professional mentions benefits of apartment features as they pertain to the caller’s stated needs. 3
Closing
13. Leasing Professional asks to set an appointment or caller requests. 15
13a. Caller asks for an appointment. 0
14. Leasing Professional sets a specific appointment with time and day, if possible. 5
15. Leasing Professional tells the caller that they do not need an appointment. 0
16. Leasing Professional offers directions to the community. 5
17. Leasing Professional offers to send information to caller or refers caller to sister community. 6
18. Leasing Professional determines if caller has visited community/company website and if not, directs caller to website. 4
Overall Impression
19. Analyst: Based on the Leasing Professional’s presentation, were you motivated to visit? 1
20. Was the Leasing Professional polite and courteous? 1
TOTAL 100

Results and Reporting

Reports created from survey results make it easy to identify the areas that need improvement, so you can target your training efforts to improve your team’s performance. If you disagree with your scored call performance, and with manager approval, you may challenge the score by emailing us at support@Leasehawk.com. Your call challenge must include details of the objection in a written communication and include the following:

  • Company Name
  • Property Name
  • Employee Name
  • Unique Call ID
  • Date of Call
  • Timestamp of challenge within call (e.g. I fulfilled the requirement at 2:08 in the call)
  • Reason

The deadline for call challenges is the 4th of the following month. If there are no call challenges, all scored calls will appear in reporting on or before the 10th of the following month.