Q1-Q2 2024 In Person Shop Results

BILD analyzed senior living communities by conducting in person shops during Q1 and Q2 of 2024. This white paper focuses on the appearance and interactions, impression while touring, closing, and end of tour results. This study targets multiple states in the U.S. Below is the executive summary and key findings.

Target: 7 different States – (AZ, IA, OH, FL, MI, NE, TX)
Time Periods Data Analyzed: 1/1/2024 – 6/30/2024
Data Reviewed: In Person Mystery Shop Results

Below is a summary of the key findings:

• 7% of shoppers felt very impressed with the tour.
• 63% of tours lasted an hour or longer.
• 10% of Sales Associates did not offer to follow up with the shopper after the tour.
• The average in person shop score for 2023 was 81%, compared to Q1 and Q2 of
  2024, the average being 72%.

Closing out the tour had the lowest average score of 65%, for all in person shops. While appearance and interactions had the highest average score of 82%.

Appearance and Interactions:

• 91% of shoppers were greeted upon entering the lobby.
• 12% of shoppers had to wait more than 5 minutes for a sales associate.

Impression While Touring:

• 52% of sales associates did something unique that stood out to the shopper during the tour, that made them feel specials
• 67% of shops did not have residents involved in the tour.

End Of Tour:

• 49% of tours did not provide options to finance the move or discuss any potential incentives (ex: VA benefits, long term care insurance, discounts offered, etc.).
• 37% of the Sales Associates did not share how living in a community has benefitted current residents.

Closing:

• The shoppers’ overall impressions were 7% very impressed, 28% favorably impressed, 55% had an average impression, and 10% had a poor impression.
• On average, 58% of tours lasted 60-90 minutes. 5% of tours went over 90 minutes, while 35% of tours lasted 59 minutes or less.