Toggle navigation
Online Mystery Shop
Team
Services
Our Work
Blog
Contact Us
2021 ONLINE HOMEBUYER MYSTERY SHOP RESULTS
50 home builders across the country were shopped for 30 days.
These are the results:
Online Sales Counselors?
40% of builders shopped had
NO Online Sales Counselor (OSC)
Follow Up = Sales Success
391
%
increase in sales conversions
by responding within 1 minute
78
%
of customers buy from the first company to respond
8-12
touchpoints to make an appointment
Data from study by Convolo (formerly Lead Connect)
Speed, Frequency, Diversity
ZERO Builders Called in 30 Minutes or Less
Personalized
Emails
Vs.
Marketing
Emails
30% Didn't Send Personal Emails
52% Didn't Send Marketing Emails
Builders with OSCs
7
%
Did Not Send
Personal Email
93
%
Sent
Personal Emails
Builders without OSCs
35
%
Sent
Personal Email
65
%
Did Not Send
Personal Emails
Over 30 days, no one sent more than 6 marketing emails.
Autoresponders
52% of Builders Had Autoresponders
Autoresponders are not a substitute for personal response!
Personalized Email Response Time
Responded in 30 Minutes or Less
8% of Builders Responded in 5 Minutes or Less
16% of builders took more
than 24 hours to respond
30% of builders never
sent a personal email!
Responded in 4 Hours or Less
The longest wait for an initial email was nearly 21 days!
Phone Response Time
8% of Builders Took More Than a Day to Respond by Phone
17% of OSCs
Called in
4 Hours or Less
5% of Builders Without OSCs Called In 4 Hours or Less
The longest wait for an initial phone call was 26 days!
Dialing for Dollars
100% from OSCs
100% from OSCs
93% of OSCs only used email for follow-up
Video Email & Texting
10% of Builders Sent One Video Email During the Shop
100% from OSCs
14% of Builders Sent One Text Message During the Shop
100% from OSCs
Diversify Touchpoints: Video Email
2021 Marketing Statistics
Initial Video Email 96% Increase in Click Through Rates (CTR)
The word "video" in the subject line: 19% Increased Open Rate 65% Increased CTR 26% Decrease in Unsubscribes
54% of Email Subscribers Prefer Emails with Videos
Marketing statistics compiled by SNOVio Labs
Touchpoints should include personalized emails, phone calls, videos, text messages, marketing emails and autoresponders.
Frequency of Follow Up
17% OSCs
83% OSCs
100% OSCs
There must be more than one follow up!
Prioritizing Personal Follow-Up Methods
Persistence
93% of Builders With OSCs Only Used Email For Follow-up
12% of Builders Sent 4 to 6
Marketing Emails
Response
26% of Builders Never
Responded
60% of Builders Without OSCs
Never Responded
Chat Can't Replace Follow-Up
30% of builders had live chat
80% with chat also had OSCs
33% of OSCs w/chat followed up 1-3 times
50% of OSCs w/chat followed up 5 or more times
33% w/chat w/oOSCs only followedup 1 time
17% of OSCs with chat followed up 1 time
67% w/chat w/o OSCs NEVER followed up!
20% with chat never followed up!
No lead submissions were made through online chat.
Wrap Up
Speed
Frequency
Diversity
Change your follow up and incorporate
video email
!
Be fast:
5 minutes or less!
Be persistent:
8-12 touchpoints.
Download the Online Mystery Shop Results PDF
Your Name*
*
Title
Company/Organization
Email*
*
Phone
Δ
Download the Infographic
Your browser is out-of-date!
Update your browser to view this website correctly.
Update my browser now
×