In partnership with Clear Evaluations, we surveyed a random sampling of 100 home builders from the 2023 Builder 200 lists, as designated by Builder magazine. For each builder, we identified a specific active community on their website and filled out the “contact us” form requesting information. We conducted this shop in the months of June and July 2023 when overall lead volume was trending down and normal seasonal slowdown was occurring. Inquiries were submitted Monday – Friday, during normal business hours, excluding lunchtime. We then tracked follow-up results for 30 days with no engagement or response from the shopper. At the end of the 30 days, a secret shopper called a random selection of 25 of the 100 builders and conducted a live phone shop posing as an interested customer.
In the first 30 days we measured the following:
Initial Response Time for email, call, and text
Quantity & types of touchpoints
Personalization of initial response - Did they answer the questions asked and address the community of interest?