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Report LS-SAMPLE-0001For illustration purposes only

Intake Leak Audit

Composite personal-injury firm, 8 attorneys, one office. Test window 2026-08-03 to 2026-08-16.

Firm
Composite PI firm (no real firm)
Report ID
LS-SAMPLE-0001
Authorization
AUTH-SAMPLE-01, signed 2026-07-30
Test window
2026-08-03 → 2026-08-16
Prepared
2026-08-19
Times shown in
Firm's local time, 24-hour

Test calls answered live

8 of 24

6 of 8 in business hours; 2 of 16 at lunch, after hours and weekends.

Web forms answered within 5 min

1 of 6

Timed from submit to first response by a person or system.

Chats answered by a person within 5 min

1 of 3

Timed from first message to a human reply.

Test contacts reached within 5 min

10 of 33

23 of 33 went unanswered or waited more than 5 minutes.

Guarantee check

23 of 33 test contacts went unanswered or waited more than 5 minutes. The refund applies below 2. No refund due.

Leaked fees / month · estimate$34,729$416,748 / year. Inputs in section 4.
Section 1For illustration purposes only

Methodology and authorization

What we tested, under what authority, and how each outcome is defined.

Scope named in authorization AUTH-SAMPLE-01
ChannelWhatContactsWindows
PhoneMain line and 2 tracking numbers (Google Ads, TV spot)24Business, lunch, after hours, weekend
Web formHomepage contact form6Business, lunch, after hours, weekend
ChatWebsite chat widget3Business, lunch, weekend
ExcludedGoogle Local Services Ads (the firm would be billed)0—
Total33
BusinessMon–Fri 09:00–12:00 and 13:00–17:00
LunchMon–Fri 12:00–13:00
After hoursMon–Fri 17:00–09:00
WeekendSat–Sun, all day
AnsweredA person began intake within one ring cycle. Time to answer is from first ring.
MissedVoicemail, or rang out with no voicemail. A callback after more than 5 minutes stays missed.
  • Scripted test callers. Each describes an invented incident. No real matter was discussed.
  • Not recorded. The firm did not request recording. We logged timestamps, time to answer and outcome only.
  • Callbacks watched for 72 hours after each missed test contact.
  • Cleanup list of every test contact is in Appendix A.
Section 2For illustration purposes only

Test-call log

24 calls, in order. 8 of 24 answered live.

Business6 of 8answered live
Lunch1 of 4answered live
After hours0 of 5answered live
Weekend1 of 7answered live
IDDateTimeWindowLineTo answerOutcomeWhat happenedCallback after
T-012026-08-03 Mon09:42:18BusinessMain (555) 010-220000:14AnsweredLive intake by staff—
T-022026-08-03 Mon12:21:05LunchGoogle Ads (555) 010-2291—MissedVoicemail02:05:40
T-032026-08-03 Mon18:47:33After hoursMain (555) 010-2200—MissedVoicemail14:12:09
T-042026-08-04 Tue10:15:51BusinessGoogle Ads (555) 010-229100:09AnsweredLive intake by staff—
T-052026-08-04 Tue12:44:12LunchMain (555) 010-2200—MissedRang out, no voicemailnone in 72 h
T-062026-08-04 Tue21:03:27After hoursTV spot (555) 010-2305—MissedVoicemailnone in 72 h
T-072026-08-05 Wed11:30:02BusinessTV spot (555) 010-2305—MissedVoicemail01:47:12
T-082026-08-05 Wed12:08:46LunchMain (555) 010-220000:41AnsweredLive intake by staff—
T-092026-08-05 Wed19:26:14After hoursGoogle Ads (555) 010-2291—MissedVoicemail15:40:31
T-102026-08-06 Thu14:55:39BusinessMain (555) 010-220000:22AnsweredLive intake by staff—
T-112026-08-06 Thu23:11:08After hoursMain (555) 010-2200—MissedVoicemailnone in 72 h
T-122026-08-07 Fri12:36:57LunchTV spot (555) 010-2305—MissedVoicemailnone in 72 h
T-132026-08-07 Fri16:38:20BusinessGoogle Ads (555) 010-229100:31AnsweredLive intake by staff—
T-142026-08-08 Sat10:04:45WeekendMain (555) 010-220000:52AnsweredLive intake by staff—
T-152026-08-08 Sat15:22:10WeekendGoogle Ads (555) 010-2291—MissedVoicemail46:18:02
T-162026-08-09 Sun11:47:36WeekendMain (555) 010-2200—MissedVoicemailnone in 72 h
T-172026-08-09 Sun20:15:03WeekendTV spot (555) 010-2305—MissedRang out, no voicemailnone in 72 h
T-182026-08-10 Mon09:18:29BusinessMain (555) 010-220000:12AnsweredLive intake by staff—
T-192026-08-10 Mon17:52:41After hoursGoogle Ads (555) 010-2291—MissedVoicemail15:31:55
T-202026-08-11 Tue15:40:07BusinessTV spot (555) 010-2305—MissedRang out, no voicemailnone in 72 h
T-212026-08-12 Wed13:26:58BusinessGoogle Ads (555) 010-229100:48AnsweredLive intake by staff—
T-222026-08-15 Sat09:33:14WeekendMain (555) 010-2200—MissedVoicemail49:02:40
T-232026-08-15 Sat13:10:25WeekendGoogle Ads (555) 010-2291—MissedVoicemailnone in 72 h
T-242026-08-16 Sun16:05:50WeekendMain (555) 010-2200—MissedRang out, no voicemailnone in 72 h
Answered live8 of 24
Section 3For illustration purposes only

Timing: web forms and chat

Web forms: 1 of 6 got a response within 5 minutes. Chat: 1 of 3 got a person within 5 minutes. Median time to answer on answered calls: 00:26.

Web form · submit to first response · scale 00:00 to 60:00

Speed-to-Lead target01:00
Guarantee threshold05:00
F-01 · Business03:48
F-02 · Lunch38:10
F-03 · Businessoff scale02:51:00
F-04 · After hoursoff scale21:06:12
F-05 · Weekendoff scalenone
F-06 · Weekendoff scalenone

Black tick = 05:00 guarantee threshold. Hatched outline = yardstick. Bars at full width marked "off scale" exceed 60:00; see exact times at right. Speed-to-Lead target applies during calling hours.

Chat · first message to human reply

C-01 · Business02:30
C-02 · Lunch19:04
C-03 · Weekendoff scalenone
IDDateSentWindowFirst response afterOutcome
F-012026-08-04 Tue10:14:05Business00:03:48Within 5 min
F-022026-08-05 Wed12:31:40Lunch00:38:10Over 5 min
F-032026-08-06 Thu16:22:10Business02:51:00Over 5 min
F-042026-08-07 Fri19:45:33After hours21:06:12Over 5 min
F-052026-08-08 Sat11:02:18Weekendnone in 72 hNo response
F-062026-08-09 Sun21:10:44Weekendnone in 72 hNo response
C-012026-08-03 Mon11:05:12Business00:02:30Within 5 min
C-022026-08-05 Wed12:48:09Lunch00:19:04Over 5 min
C-032026-08-08 Sat20:30:55Weekendnone in 72 hNo response
Section 4For illustration purposes only

Leak math

Every input is visible and sourced. Fees to the firm, not settlement values. Change any input and the result changes with it.

Inbound calls to intake lines / monthFirm call tracking, 90-day average420
Share arriving at lunch, after hours or weekendsFirm call tracking → 126.0 calls30.0%
Unanswered in those windowsThis audit: 14 of 16 test calls → 110.2 calls87.5%
Share that are new-case inquiriesFirm CRM, 90 days → 38.6 inquiries35.0%
Callers who don't call back or reach the firm laterStated assumption → 19.3 callers50.0%
Sign rate on qualified new-case callsFirm CRM, 90 days → 3.86 signed cases20.0%
Average attorney fee per signed caseFirm fee records. Fees, not settlements.$9,000
Leaked fees / month$34,7293.86 signed cases × $9,000
Leaked fees / year

$416,748

Monthly estimate × 12.

What this leaves out: business-hours calls, web forms and chat. Section 3 shows they leak too, so this estimate is on the low side of what the test data shows.

The 50.0% "don't call back" rate is a stated assumption, not a measurement. Replace it if your call tracking shows repeat callers.

Section 5For illustration purposes only

Compliance risk flags

Observations for your counsel's review. These are not legal advice or a legal opinion. Your counsel decides what, if anything, to change.

FlagAreaWhat we observedWhy it's flaggedStatus
CF-01Web-form consentThe contact form has no consent language covering calls or texts from automated systems.Relevant before any automated callback is switched on.Counsel review
CF-02After-hours greetingThe voicemail greeting on the main line promises "no fee unless we win" with no further terms.Check against your state bar's advertising rules.Counsel review
CF-03Weekend conflict screeningOn T-14, the person answering asked for injury details and the insurer before any conflict check.Prospective-client information collected before conflicts are cleared.Counsel review
CF-04Recording noticeThe TV-spot tracking line played no recording notice. The firm's call-tracking settings show recording on.Recording-consent rules differ by state.Counsel review
CF-05Chat transcript retentionThe chat vendor's public terms state no retention period for transcripts.Confidentiality of prospective-client information.Counsel review
Section 6For illustration purposes only

Competitive benchmark

Public signals only: websites and Google Business Profiles, checked 2026-08-12. No test contacts were placed with other firms. Competitors are composites and not named.

Public signalCompetitor ACompetitor BCompetitor CYour firm
Phone hours stated on website24/724/7Mon–Fri 08:00–18:00Mon–Fri 09:00–17:00
Google Business Profile hoursOpen 24 hoursOpen 24 hoursMon–FriMon–Fri
Live chat on websiteYesYesNoYes
Online consult bookingYesNoNoNo
Text-us option on websiteYesYesNoNo
Spanish-language intake pageYesNoYesNo

Stated hours and features only. A listing that says "open 24 hours" was not tested and may not be answered.

Section 7For illustration purposes only

Remediation roadmap and quote

In order of leaked fees recovered first. Each step has the measure we report on.

StepWhatWhenMeasured by
1Front Desk on lunch, after-hours and weekend callsWeeks 1–2Answered-live fraction in those windows, weekly (audit baseline: 2 of 16)
2Conflict screen moved to the start of every new-case callWeeks 1–2Share of new-case calls with a conflict check before facts
3CRM write-back of intake answers, transcript and outcomeWeek 2Share of new-case calls with a complete CRM record
4Speed-to-Lead on the web form, after counsel reviews CF-01Week 3Form-to-call time during calling hours (audit baseline: 1 of 6 within 5 min)
5Weekly tuning on real calls, with a written reportFrom week 4Answered, booked and signed, counted from the tape
Fixed build: Front Desk, Speed-to-Lead, CRM write-back$7,500
Intake Leak Audit credit−$1,000
Due at build$6,500
Monthly: operation, weekly tuning and reporting$2,000

Quote valid for 30 days from 2026-08-19. Step 4 starts only after your counsel has reviewed flag CF-01.

Appendix AFor illustration purposes only

Cleanup list: every test contact

Remove these from your CRM and call tracking. 33 entries.

  • T-01 · 2026-08-03 09:42:18 · test caller (555) 010-0141
  • T-02 · 2026-08-03 12:21:05 · test caller (555) 010-0142
  • T-03 · 2026-08-03 18:47:33 · test caller (555) 010-0143
  • T-04 · 2026-08-04 10:15:51 · test caller (555) 010-0144
  • T-05 · 2026-08-04 12:44:12 · test caller (555) 010-0145
  • T-06 · 2026-08-04 21:03:27 · test caller (555) 010-0146
  • T-07 · 2026-08-05 11:30:02 · test caller (555) 010-0147
  • T-08 · 2026-08-05 12:08:46 · test caller (555) 010-0148
  • T-09 · 2026-08-05 19:26:14 · test caller (555) 010-0149
  • T-10 · 2026-08-06 14:55:39 · test caller (555) 010-0150
  • T-11 · 2026-08-06 23:11:08 · test caller (555) 010-0151
  • T-12 · 2026-08-07 12:36:57 · test caller (555) 010-0152
  • T-13 · 2026-08-07 16:38:20 · test caller (555) 010-0153
  • T-14 · 2026-08-08 10:04:45 · test caller (555) 010-0154
  • T-15 · 2026-08-08 15:22:10 · test caller (555) 010-0155
  • T-16 · 2026-08-09 11:47:36 · test caller (555) 010-0156
  • T-17 · 2026-08-09 20:15:03 · test caller (555) 010-0157
  • T-18 · 2026-08-10 09:18:29 · test caller (555) 010-0158
  • T-19 · 2026-08-10 17:52:41 · test caller (555) 010-0159
  • T-20 · 2026-08-11 15:40:07 · test caller (555) 010-0160
  • T-21 · 2026-08-12 13:26:58 · test caller (555) 010-0161
  • T-22 · 2026-08-15 09:33:14 · test caller (555) 010-0162
  • T-23 · 2026-08-15 13:10:25 · test caller (555) 010-0163
  • T-24 · 2026-08-16 16:05:50 · test caller (555) 010-0164
  • F-01 · 2026-08-04 10:14:05 · web form · "Test Contact F-01"
  • F-02 · 2026-08-05 12:31:40 · web form · "Test Contact F-02"
  • F-03 · 2026-08-06 16:22:10 · web form · "Test Contact F-03"
  • F-04 · 2026-08-07 19:45:33 · web form · "Test Contact F-04"
  • F-05 · 2026-08-08 11:02:18 · web form · "Test Contact F-05"
  • F-06 · 2026-08-09 21:10:44 · web form · "Test Contact F-06"
  • C-01 · 2026-08-03 11:05:12 · chat · "Test Contact C-01"
  • C-02 · 2026-08-05 12:48:09 · chat · "Test Contact C-02"
  • C-03 · 2026-08-08 20:30:55 · chat · "Test Contact C-03"