Increase Booked Appointments and Drive Repeat Business with Lead Handling Effectiveness™ (LHE™)

Companies rely on Pied Piper's Lead Handling Effectiveness™ to measure, report, and improve how teams respond to customer leads—live by phone or chat, as well as follow-up by phone, text, and email.

The result? More booked appointments, satisfied customers, and stronger repeat business.

Built on a Proven Approach

At the core of LHE™ is Pied Piper's Prospect Satisfaction Index® (PSI®)—a data-driven methodology refined and proven over more than 15 years in the motor vehicle industries, now applied to the unique challenges of other industries too.

We analyze thousands of customer interactions across an industry to uncover the specific lead response behaviors that consistently drive conversions. Then we measure how well each business or franchise location follows those best practices—using a powerful combination of artificial intelligence and trained human evaluators.

What Does LHE™ Measure?

LHE™ focuses on what happens when a customer reaches out after viewing a location's website - whether by phone call, chat or by filling out a contact form. We evaluate how effectively that lead is handled live, as well as any follow-up by phone, text, and email. We provide ongoing, proactive, actionable advice about what we see and what can be improved. In addition, when a part of your process "breaks," we notify you immediately.

LHE™ clients benefit from A.I.-generated 90-second audio summaries delivered directly to their phones. These audio summaries distill critical insights from the latest evaluations, recent performance trends, and relevant industry benchmarks. Each briefing highlights strengths, identifies improvement areas, and offers clear guidance. Complementing this is "Piper Answers™," an interactive A.I.-driven chat that allows clients to query their Pied Piper performance data for personalized, actionable advice on behaviors, benchmarking, and coaching opportunities—providing immediate, results-focused answers anytime.

Pied Piper also publishes annual industry studies, showing how major brands compare within the industry, to show clients not only how they perform, but how their performance compares.

Improve What Your Customers Experience

When prospective customers reach out, how well does your team respond? Use Lead Handling Effectiveness™ to find out—and take the next step toward top-tier performance.

New Customer – Try Lead Handling Effectiveness™

Which Industries Rely on Pied Piper's Lead Handling Effectiveness™ (LHE™) Measurement, Reporting & Improvement?

• Home Services - In-Home Repair, Installation, Maintenance & Services
  Measure initial and follow-up effectiveness when a customer attempts to contact a home services location by web (via form or chat) or by phone.
   
• Financial Services – Mortgage Brokers, Wealth Advisors, and Insurance Agents
  Measure response speed, professionalism, and follow-up consistency from agents or advisors responding to new client inquiries.
   
• Senior Living & Assisted Living Facilities
  Measure speed, warmth, and follow-up across web forms and phone inquiries to identify best practices and gaps by location or brand.
   
• Higher Education Private Colleges, Trade Schools, Online Programs
  Measure speed and follow-up across web forms and phone inquiries to identify best practices and gaps by location or brand.
   
• Legal Services Multi-Office Law Firms, Lead Platforms
  Provide law firms or platforms with actionable benchmarking to improve intake performance and lead conversion.
   
• Hotels & Hospitality
  Measure and improve how hotel properties respond to booking or event inquiries—timeliness, professionalism, and follow-up
   
• Real Estate Brokerages
  Measure agent follow-up time, quality, and professionalism across locations and channels.
   
• Private Medical & Dental Practices
  Evaluate how practices respond to new patient inquiries—timing, tone, helpfulness—and track improvement over time.