Lead Response Scorecard

Score each category from 0 to 5, where 0 means no reliable process and 5 means consistently measured and controlled.

Speed — How quickly do new leads receive meaningful response across phone, web, text, email, evenings, and weekends.

Ownership — Can anyone identify who owns the next action for every active lead.

Contact persistence — Do unresponsive leads receive a written cadence rather than one attempt.

Qualification — Are service area, project fit, and appointment criteria applied consistently.

Channel visibility — Are phone, form, text, email, and marketplace leads visible in one operating process.

Appointment quality — Are correct appointments booked with complete information and clear expectations.

Handoff — Does the salesperson or service team receive useful context.

Recovery — Are cancellations, failed transfers, postponed projects, and later customer replies returned to active work.

Measurement — Can the business report response time, contact, qualification, appointments, and loss reasons.

Continuous improvement — Are real failed leads reviewed and used to change the process.

A total below 20 suggests major structural gaps. Twenty to thirty may indicate an inconsistent system. Thirty to forty suggests good fundamentals with specific weaknesses. Above forty means the process is mature enough that improvements should focus on data and edge cases rather than basic control.