COLLEGIATE UK

COLLEGIATE UK

STUDENT ACCOMMODATION PROVIDER

MYSTERY SHOPPING

As a returning client, Collegiate UK approached The Property Marketing Strategists (TPMS) about its student accommodation mystery shopping service, delivered in partnership with SAY Property Consulting. The aim was to gain clear, objective insights into the customer journey and sales performance, while evaluating the ROI of marketing activity. 

With 19 different locations and three distinct rounds of mystery shops conducted over an eight-month period, Collegiate UK gathered data to assess not only sales effectiveness but also the quality of the customer experience at every touchpoint. Each round included email, phone and in-person interactions, covering: 

  • Pre-viewing experience 

  • Viewing experience 

  • Property presentation 

  • Site information and included amenities 

  • Post-viewing follow-up 

  • Brand representation and marketing 

  • Overall impressions 

Using the TPMS dashboard, Collegiate UK reviewed key performance indicators captured by student mystery shoppers, allowing them to track customer experience trends, benchmark properties, and identify opportunities for training and improvement. 

SALES, MARKETING & CUSTOMER EXPERIENCE TRAINING 

Insights from the first round of mystery shopping informed a bespoke training programme designed and facilitated by TPMS. The focus was on elevating every part of the customer journey — starting from the first point of contact — while embedding Collegiate UK’s brand values and new sales process.  

Team members across property, marketing, and operations departments took part in collaborative, discussion-led workshops covering: 

  • Aligning sales and marketing to support the customer journey 

  • Delivering the Collegiate UK brand promise 

  • Communicating effectively and empathetically 

  • Building meaningful connections from the very first interaction 

  • Hosting memorable, customer-centric viewings 

  • Creating a lasting, positive impression 

  • Closing with confidence and clarity 

  • Managing objections without losing trust 

The training equipped teams with practical tools to convert leads more effectively, improve customer satisfaction from day one, and ensure a more consistent, on-brand experience across all locations. Results from subsequent mystery shop rounds showed measurable improvements in both customer engagement and conversion rates — ensuring better ROI on marketing investment and a stronger pipeline for the future. 
 

  • “The quality and depth of the research were fantastic and, because they have such great understanding of the market, were able to identify trends and opportunities aligned to our business.”

    Tom Sutcliffe, Commercial Director - Scape.

  • “TPMS go above and beyond to deliver thorough work for the client – and are always looking to challenge and improve the university accommodation and PBSA sectors.”

    Richard Gabelich - SFG

  • “TPMS ARE FOCUSED ON DELIVERING FOR THEIR CLIENTS. THOUGH CONSULTANTS, THEY FEEL LIKE ONE OF THE TEAM. STRIVING TO DELIVER THE BEST OUTCOMES FOR OUR BUSINESS THROUGH EVIDENCE-BASED DATA AND CREATIVE THINKING.”

    Rob Moyle, CEO – Collegiate AC.

  • “The Property Marketing Strategists are making a big impact in the industry. ”

    Jane Crouch, CEO – Fresh

  • “Through a robust marketing strategy over the past year, we have gone from a standing start to nearly full occupancy pre-opening. TPMS have the knowledge and experience to deliver mobilisation of a new asset, with an extensive network and creative ideas and solutions to solve challenges along the way.”

    Viv Watts, Managing Partner, Oasis Holding

  • “THE MARKETING REVIEW TPMS CARRIED OUT FOR US HAS ENABLED US TO TAKE A LOOK AT OUR ENTIRE MARKETING STRATEGY AND TAKE ON BOARD THEIR RECOMMENDATIONS. SOMETIMES YOU NEED SOMEONE FROM OUTSIDE THE ORGANISATION TO HAVE A FRESH LOOK AT WHAT NEEDS TO BE DONE. THEIR EXPERIENCE AND KNOWLEDGE OF THE SECTOR IS EVIDENT AND ENABLES THEM TO GET RESULTS QUICKLY.”

    Rommel Faytaren, Director of Commercial Services, Optivo