Mystery Shop 2025: OSCs vs No OSCs (And Why Leads Get Ignored)
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Mystery Shop 2025: OSCs vs No OSCs (And Why Leads Get Ignored)
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Builders are spending to generate leads, then failing to respond fast enough (or at all). In this episode, Anya Chrisanthon sits down with Leah Fellows (Blue Gypsy Inc.) and Carol Morgan (Denim Marketing) to break down the 2025 Online Homebuyer Mystery Shop and what it reveals about speed-to-lead, follow-up quality, and the widening gap between builders with and without Online Sales Counselors (OSCs).
Download the Full Report HERE
We cover what the mystery shop tested (50 builders, real form submissions, 30-day tracking), why “no personalized email within 5 minutes” is still a thing in 2025, and what builders can do immediately without over-automating their prospects into oblivion (yes, we’re talking 74 marketing emails in 30 days 😬).
In this episode:
- What the Online Homebuyer Mystery Shop measures (speed, frequency, channels, responsiveness)
- The OSC vs non-OSC performance gap—and why it keeps happening
- Phone, text, and video email: what’s working and what’s being ignored
- Autoresponders that actually help (and the mistakes that hurt)
- “Minimum viable OSC program” for smaller builders
- The non-negotiable KPIs builders should track weekly