Prospect Information
Fill in the basics before the call. Discovery data gets filled as you go through the pillars.
Pre-Call — fill before you dial
Discovery Data — fill during the call as they tell you
These feed the ROI calculations on the Results tab. Ask naturally during the pillar questions — you don't need them all upfront.
Pillar 1: Database Reactivation
How effectively do you communicate with and nurture past customers?
Primary Stat
60-70% success rate reactivating past customers vs. only 5-20% for new prospects (3-14x higher success rate)
Key Stats
- 5x less expensive to retain existing customers than acquire new ones
- 7x ROI for database reactivation vs. new customer acquisition
- 25% revenue increase possible from reactivating just 20% of dormant customers
- $200,000+ potential from systematically reactivating 20% of dormant customers (for $2M+ revenue businesses)
Reality Check
- 75% of customers at typical businesses haven't been contacted in 12+ months
- 67% purchase again when properly reactivated within 90 days
- 3x lifetime value from reactivated customers vs. new acquisitions
- 40% referral rate from successfully reactivated customers
Source: Bain & Company Research
Q1. How frequently do you contact your past customers with personalized outreach?
Q2. What level of personalization do you use in your customer communications?
Q3. Do you have a system to identify customers at risk of churning or likely to return?
Q4. How do you measure the success and ROI of your reactivation efforts?
Q5. Are your reactivation campaigns automated and integrated with your CRM?
Pillar 2: Reputation Management
How proactively do you request, manage, and respond to online reviews?
Primary Stat
One negative review = 22% customer loss. One star increase = 5-9% revenue increase. 54% more revenue for businesses with more reviews.
Key Stats
- 15-25% premium pricing possible with 4.7+ star ratings
- 20% sales drop when rating falls below 4.0 stars
- 42% lower purchase intent from single bad review on first page
- Double traffic when rating increases from 3.9 to 4.0 stars
Annual Impact
$60K-$108K annual revenue increase from 1-star improvement on $100K monthly revenue. 13,000 more leads from 1.5 star rating increase.
Reality Check
- 73% of consumers only trust reviews written in last month
- 33% more likely to visit businesses that respond to reviews
- 89% of consumers read reviews before making purchase decisions
- 87% engage with businesses that have 3-4 star ratings on Google
Source: Harvard Business Review, Cornell University, Journal of Marketing Research
Q1. How do you request reviews from satisfied customers?
Q2. How many review platforms do you actively monitor and manage?
Q3. How quickly do you respond to reviews (both positive and negative)?
Q4. Do you display customer reviews and ratings prominently on your website?
Pillar 3: Voice & Phone Management
How effectively do you capture and respond to inbound phone calls?
Primary Stat
85% of missed callers never call back. Average missed call costs $250. 28% of all business calls go unanswered.
Industry-Specific Cost Per Missed Call
| Legal Services | $800 - $1,200 |
| Healthcare / Dental | $600 - $1,000 |
| Home Services (HVAC, Plumbing) | $400 - $800 |
| Professional Services | $300 - $600 |
| Retail / E-commerce | $150 - $400 |
Annual Impact
- $126,000 average annual loss for SMBs from missed calls
- $255,000 annual loss for businesses missing 50 calls monthly at $500 avg value
- $584,000 annual loss for dental practices missing just 2 calls daily at $800 avg treatment
Reality Check
- 62% of customers switch to competitors after poor service experience
- 50% switch after only one bad experience
- Only 15% will attempt to call back after initial missed call
- 28% of all business calls go unanswered on average
Source: Harvard Business Review, Lead Response Management Study, CallRail Study
Q1. What percentage of your incoming calls are answered during business hours?
Q2. How do you handle calls outside of business hours (nights, weekends, holidays)?
Q3. How quickly do you respond to voicemails from potential customers?
Q4. Can callers book appointments directly over the phone without waiting for human callback?
Pillar 4: Multi-Channel Communication
How quickly and effectively do you respond across chat, social media, and SMS?
Primary Stat
21x more likely to qualify leads responding within 5 minutes vs. 30+ minutes. 98% SMS open rate vs. 28% email. 391% conversion increase responding within 1 minute.
Key Stats
- 100x more likely to connect when responding within 5 minutes vs. 30 minutes
- 8x greater conversion rates when contacted within first 5 minutes
- 5x more likely to convert when responding within 5 min vs. 10 min
- 287% higher conversion with omnichannel approach
Annual Impact
$1,500 daily loss from 6-hour response delays (20 leads x $75 avg loss) = $547,500 annually. 60% lead qualification improvement with under-5-minute response.
Reality Check
- Only 7% of companies respond to leads within 5 minutes
- 55% take 5+ days to respond to leads
- Average response time: 47 hours across all industries
- 98% SMS open rate vs. 28% email open rate
- 95% of text messages read within 3 minutes vs. 90 minutes for email
Source: Lead Response Management Study, Inside Sales, Drift Study, Aberdeen Group
Q1. Do you have a chat feature on your website, and how quickly does it respond?
Q2. How quickly do you respond to social media messages and comments?
Q3. Do you use SMS/text messaging to communicate with customers and prospects?
Q4. Can customers book appointments through your chat, social, or SMS channels?
Pillar 5: Website Conversion
How effectively does your website convert visitors into leads and customers?
Primary Stat
Industry benchmark: 5.2% conversion rate vs. typical 2.8% (85% improvement opportunity). 40% higher conversion with mobile optimization. 60% of all traffic is mobile.
Key Stats
- 25% conversion increase with live chat integration
- 35% improvement with automated follow-up sequences
- 50% better performance with integrated CRM and automation
- 200% ROI improvement with complete optimization
Annual Impact
$36,000 annual revenue increase for businesses with 1,000 monthly visitors improving from 2.8% to 5.2% conversion.
Reality Check
- 53% of visitors abandon if page takes longer than 3 seconds to load
- 3-second load time maximum for optimal conversion
- 60% of traffic is mobile across all industries
- 40% higher conversion with mobile-optimized sites
Source: Ruler Analytics, SmartInsights, Conversion Optimization Studies
Q1. Do you have an online booking calendar embedded directly on your website?
Q2. Are your website forms integrated with your CRM for automatic lead capture and alerts?
Q3. Do you have automated follow-up sequences for website leads?
Q4. Is your website fully optimized for mobile devices with fast load times?
Audit Results Dashboard
Complete all pillars to see full results
Overall Score
0
out of 500
Poor
Average Per Pillar
0
out of 100
Poor
Pillar Breakdown
Database Reactivation
0
Reputation Management
0
Voice & Phone
0
Multi-Channel Comms
0
Website Conversion
0
Estimated Annual Revenue Gap
| Pillar | Calculation | Est. Annual Gap |
|---|---|---|
| Database Reactivation | - | $0 |
| Reputation Management | - | $0 |
| Voice & Phone | - | $0 |
| Multi-Channel Comms | - | $0 |
| Website Conversion | - | $0 |
| Total Estimated Annual Revenue Gap | $0 | |