Speed to Lead Calculator

This one runs on timestamps, not percentages — built around a home service company tracking exactly how fast it responds.

Collect four timestamps per lead: when it arrived, when an automated acknowledgment went out, when a real conversation started, and when the lead reached a final outcome (booked, disqualified, or lost).

Calculate response time. A lead arrives at 2:15 PM. The system auto-replies at 2:15. An actual human conversation begins at 2:24. Response time: 9 minutes.

Find the median, not just the average. One outlier — a lead that sat for six hours — can make an average look far worse (or, with enough fast responses, oddly better) than a typical customer’s actual experience. The median shows what most people go through.

Check the 90th percentile. If the median is 8 minutes but the 90th percentile is 3 hours, the process isn’t broken most of the time — it’s breaking for a specific slice of leads, and that slice is worth finding.

Segment by everything that might matter: business hours vs. after hours, phone vs. text vs. web form, and by day of week.

Set a target and measure compliance. If the target is 10 minutes and 88 of 100 leads hit it, that’s 88 percent compliance — a number worth tracking month over month, not just calculating once.