How to Track Speed-to-Lead in Staff Communications

This article explains how to use the Speed-to-Lead metric in the Staff Comms report so you can see exactly how fast your team is reaching new leads after they come in.

 

What is Speed-to-Lead?

Speed-to-Lead (S2L) measures how quickly a staff member makes first contact with a new lead after that lead enters your system. It's one of the strongest predictors of lead conversion. The faster the first contact, the higher the chance of a sale.

The S2L metric is now built directly into your Staff Comms report, so you don't need to calculate it manually or track it in a separate tool.

 

How to View Speed-to-Lead in the Staff Communications Report

1. Go to Reporting in your Loyalsnap dashboard.
2. Open the Staff Comms report.
3. Select your desired date range using the filter at the top right.
4. Look for the Speed-to-Lead tile in the report. It shows each staff member's average time from lead creation to first contact.

💡 Tip:

Sort by Speed-to-Lead to quickly identify who's fastest and who may need coaching. A staff member with consistently slow S2L is a conversion risk.

Common Use Cases

• Weekly coaching: Review S2L each Monday morning to check if last week's leads were contacted in time.
• Benchmarking: Compare S2L across staff to set team standards and recognize top performers.
• Accountability: If a lead didn't convert, S2L is the first thing to check. Late contact is often the culprit.

 

Troubleshooting / FAQs

Q: A staff member's Speed-to-Lead is blank or missing. 

A: S2L only calculates when a staff member has communicated with at least one new lead and has logged first contact during the selected date range. If either condition isn't met, no value will appear.

Q: The S2L numbers look really slow, some say over 15 hours.

A: S2L is calculated by pulling the average time between when the lead was created to their first staff (manual) outreach. If you business is not open every day of the week, or you have a large influx of leads overnight, this could skew the numbers.

Q: My date range is set but the S2L data looks off. 

A: Try refreshing the page after changing your date range. If results still seem wrong, check that your team is logging their interactions on the Dashboard.  S2L is only calculated for leads where an action was explicitly logged, or manually sent through the inbox.

If you're still running into issues, reach out to your Loyalsnap rep or contact [e-mail].