Measure speed to lead for home service inquiries

01 / Response-time worksheet

Define the start and stop events

For a home service business, start with a defined arrival event: a service-request form, recorded inquiry or another incoming request. Then choose what counts as a response. An automatic receipt, attempted callback and two-way conversation are different outcomes. Record them separately rather than letting the fastest event stand in for all three.

02 / Response-time worksheet

Use a small timestamp worksheet

For each inquiry, record:

Use a consistent time zone and leave missing timestamps unknown. A CRM record may be created after the inquiry arrives; check that its creation time represents the event you intend to measure.

For this worksheet, response-attempt time equals the first relevant attempt timestamp minus the original inquiry timestamp. First-contact time uses the first two-way-contact timestamp instead. Neither calculation establishes whether the customer accepted a job.

03 / Response-time worksheet

Worked example

In this fictional example, a homeowner submits a request at 10:00. An automatic receipt goes out at 10:01. The office assigns the request at 10:08, tries a callback at 10:12 and speaks with the homeowner at 10:25.

These timestamps illustrate the calculation; they are not benchmarks or Revo results. Reporting only the receipt would hide the remaining wait. If no conversation occurred, contact time would remain open, not zero.

04 / Response-time worksheet

Make coverage and ownership visible

Set expectations according to staffing, channel and request type. Keep the original arrival time for an overnight inquiry. If you also calculate staffed-hours response, label it separately and document the calendar. Do not silently remove evenings or weekends from a customer-experience measure.

Assign one owner and a backup for absence. A useful handoff contains the request, callback details and unresolved questions. Do not delay a simple response solely to complete every qualification field, or let speed pressure create an unapproved price or arrival promise.

Review the oldest open inquiries as well as typical response times. An average among completed responses can look healthy while unanswered inquiries are excluded. Show the number still waiting, their age and the count missing reliable timestamps.

05 / Response-time worksheet

Verify built-in field meanings

A CRM field name may not match this worksheet. HubSpot documents its lead-response property in relation to the current owner's first qualifying engagement. Check triggering events and ownership behavior before comparing it with time from the original inquiry.

Compare periods using the same definitions and similar coverage. Faster action is a process result. Bookings, completed work and revenue require separate evidence; broad sales statistics are not measured outcomes for your business.

06 / Response-time worksheet

Where answering fits

Revo publishes intake and call summaries. Those categories do not establish built-in speed-to-lead reporting or the office's later callback timing. Confirm available timestamps and handoff details, then measure remaining office work separately.