← Back 00/00 Score Your OSC Program: Would you pass a mystery shopper visit? Buyers are landing on your website every day—some even reach out. But what happens after they hit "submit"? In the sixth annual Mystery Shop of 50 U.S. homebuilders, we found that things like speed, follow-up, and personalization can make or break the online experience. Curious how your online sales game stacks up? This quick quiz gives you the answer—plus a personalized action plan to help you level up. Whether you're a seasoned OSC or just finding your rhythm, you'll walk away with data-backed tips to turn more clicks into appointments. Start Select the builder group that best reflects your organization: 🏢 National Production Builder (1000+ homes/year) 🏘️ Large Production Builder (501-1000 homes/year) 🌆Large Regional Builder (251-500 homes/year) 🌆 Regional Builder (101-250 homes/year) 🏡 Small Local Builder (26-100 homes/year) 🏠 Starter Builder (1-25 homes/year) Does your builder have a dedicated Online Sales Consultant (OSC)? Yes, one or more full-time OSCs dedicated only to online sales Yes, but OSCs also handle in-office or general sales tasks No, but someone responds to online inquiries as needed No dedicated OSC or online sales process What is your primary channel for responding to buyer inquiries? We respond using the buyer's preferred channel (email, phone, or text) We primarily respond by email We respond by phone only No set channel—we respond when we can How quickly do you respond to most buyer inquiries? Within 1 hour Within 1–4 hours Same business day After more than a day How often do your emails feel truly personal—like they mention the buyer's interests or answer their questions, not just use their name? 76–100% personalized 51–75% personalized 26–50% personalized 25% or fewer personalized responses How fast do you typically send your personalized follow-ups? Within 1 hour Within 1–4 hours By end of day Next day or longer Do you use an autoresponder for new leads? Yes, with detailed content (office hours, community links, floor plans) Yes, but it's just a generic confirmation Not sure what's sent We don't use one Which type of follow-up do you send most often? Personalized messages tailored to buyer questions or behavior A mix of marketing and personal follow-ups Mostly marketing-style templates or newsletters Very little or no follow-up after the initial response How many marketing-style emails do you send per month to new leads? 1–3 4–6 More than 6 None Can buyers interact with your floor plans or design features online? Yes, buyers can explore interactive floor plans, choose options, and see real-time pricing We have floor plans online, but they're not interactive We offer basic plan PDFs or static images No floor plans available online Do buyers have access to an interactive lot map showing available, sold, or reserved homesites? Yes, we have an interactive lot map with filters and up-to-date availability We have a basic map showing availability We show a static PDF or image of the site map No lot map is available online Your results are next! Please provide this information to get your results: Email* First Name* Last Name* Phone Number* Company Name* Country* United States Canada Afghanistan Albania Algeria American Samoa Andorra Angola Anguilla Antarctica Antigua and Barbuda Argentina Armenia Aruba Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia and Herzegovina Botswana Brazil British Indian Ocean Territory British Virgin Islands Brunei Bulgaria Burkina Faso Burundi Cambodia Cameroon Cape Verde Cayman Islands Central African Republic Chad Chile China Christmas Island Cocos (Keeling) Islands Colombia Comoros Congo Cook Islands Costa Rica Croatia Cuba Curaçao Cyprus Czech Republic Côte d'Ivoire Democratic Republic of the Congo Denmark Djibouti Dominica Dominican Republic Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Falkland Islands Faroe Islands Fiji Finland France French Guiana French Polynesia French Southern Territories Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guernsey Guinea Guinea-bissau Guyana Haiti Honduras Hong Kong S.A.R., China Hungary Iceland India Indonesia Iran Iraq Ireland Isle of Man Israel Italy Jamaica Japan Jersey Jordan Kazakhstan Kenya Kiribati Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao S.A.R., China Macedonia Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Micronesia Moldova Monaco Mongolia Montenegro Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Caledonia New Zealand Nicaragua Niger Nigeria Niue Norfolk Island North Korea Northern Mariana Islands Norway Oman Pakistan Palau Palestinian Territory Panama Papua New Guinea Paraguay Peru Philippines Pitcairn Poland Portugal Qatar Romania Russia Rwanda Réunion Saint Barthélemy Saint Helena Saint Kitts and Nevis Saint Lucia Saint Pierre and Miquelon Saint Vincent and The Grenadines Samoa San Marino Sao Tome and Principe Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Korea South Sudan Spain Sri Lanka Sudan Suriname Svalbard and Jan Mayen Swaziland Sweden Switzerland Syria Taiwan Tajikistan Tanzania Thailand Timor-leste Togo Tokelau Tonga Trinidad and Tobago Tunisia Turkey Turkmenistan Turks and Caicos Islands Tuvalu United States Virgin Islands Uganda Ukraine United Arab Emirates United Kingdom United States Minor Outlying Islands Uruguay Uzbekistan Vanuatu Vatican Venezuela Viet Nam Wallis and Futuna Western Sahara Yemen Zambia Zimbabwe State* Alabama Alaska Arizona Arkansas California Colorado Connecticut Delaware Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina South Dakota Tennessee Texas Utah Vermont Virginia Washington Washington DC West Virginia Wisconsin Wyoming Province* Alberta British Columbia Manitoba New Brunswick Newfoundland & Labrador Nova Scotia Ontario Prince Edward Island Quebec Saskatchewan Northwest Territories Nunavut Yukon Back Submit