Home Services Mystery Shopping for Contractors & Franchises

Calls. Quotes. Follow-up. Let’s make sure every lead becomes a booked job.

We help home service brands and franchise systems see what a homeowner actually experiences, from the first call, web form or quote request to booking, the visit and the follow-up, at every location. Our shoppers are real people booking real calls and in-home estimates in your service area.

Who We Work With:

HVAC: furnaces, air conditioning and hot water heaters
Plumbing and drain cleaning
Bathroom and home renovation, including kitchens
Flooring
Residential and commercial cleaning
Junk removal
Home care and in-home support services
Food and meal delivery

Services:

Mystery calls and quote requests, with recorded calls where permitted by law
Web form, email and chat inquiry testing
Booking, plus real in-home estimates and consultations
Follow-up timing and quality tracking
Delivery and service-day experience
Competitor pricing and response shops

Why It Matters

In an audit of 1,000 recorded calls to 94 U.S. home service businesses, owners estimated they answered about 97% of their calls. The real answer rate was 66% (Service Direct, 2019 Home Service Call Performance Report). Mystery shopping shows what really happens when a homeowner calls, asks for a quote and waits for a reply.

Frequently Asked Questions

What is home services mystery shopping?

Certified shoppers contact your locations the way a homeowner would, by phone, web form, email or chat. They request quotes or book estimates, then report on how fast you responded, how professional the team was, how clearly the job and price were explained, and whether anyone followed up.

Which home service businesses do you work with?

We have run programs for HVAC (furnaces, air conditioning and hot water heaters), bathroom and home renovation, flooring, residential and commercial cleaning, junk removal, home care and delivery services. Past programs include a bath renovation franchise, a hot water heater and HVAC rental and service company, competitor research for a furnace brand, and a home cleaning franchise. We can run the same programs for plumbing and drain cleaning, and we work with franchise systems and multi-location operators across Canada and the US.

Can you test quote requests and follow-up?

Yes. Shoppers request real quotes and track every reply over an agreed period, so you can see how fast each location responds, how clear the quote is and whether anyone follows up. See our inquiry and quote response audits.

Do shoppers book real in-home estimates?

Yes. Our shoppers are real homeowners, so they can book genuine in-home estimates and consultations and report on the visit, the presentation, the pricing and the follow-up. Some have liked the experience enough to go on and buy the service.

Can you test our call centre or booking line?

Yes. Mystery calls test central call centres, booking lines and local offices. Calls are recorded where permitted by law, and recordings can be scored with our AI call analysis.

Can you compare us with our competitors?

Yes. We run the same scenarios with competitors in your market, without naming your brand on the project, so you can compare response times, pricing and follow-up.

Can programs run during our busy season?

Yes. Programs can be scheduled before and during seasonal peaks, such as the first cold snap or a summer heat wave, so you see how each location handles demand when it matters most.