DR Key Performance Indicators (KPIs) · GoHighLevel w/ Robb Bailey

Jan '23 (edited) in Technical Implementation

DR Key Performance Indicators (KPIs)

The main metrics you’ll want to measure for DR with basic minimum acceptable targets are:

Percentage of leads with an appointment set: >2% (depends)
Percentage of leads who showed up for an appointment: >50%
Close Percentage: >35% (depends)

**Note: There are others you can measure as well, most commonly, number of leads who opted in, but that’s not as results-oriented as just starting with appointments.

1. Lead Set Appointments

Let’s start with the number of leads with an appointment set. Notice the specificity of the language. You’re not actually measuring “number of appointments set.” If you were, then if you were to set, cancel, then reset the same lead, you’d have 2 appointments, but only one sales opportunity. That’d be cheating! It’s not uncommon to set and cancel and reset, so you want to make sure your appt numbers don’t get blown out of proportion. Luckily, dashboard reporting accounts for this, and the opportunity will move around stage to stage, but never duplicate. You can see the number of leads with an appointment set in the dashboard:

The dashboard reports on the entire pipeline, however, so if you have multiple sources of leads, and you’re looking for just DR reporting, head to opportunities and filter to the tag “dr” (which every DR lead should have for this exact purpose). Make sure you are looking at “all” appointments and not just “open” so you can see those with outcomes marked.

Divide this number by the total number of leads activated on the drip campaign so far. Automation → Total Enrolled. Minus out error messages.

Funnel View: “Appt Set” / (Total Enrolled - Errors) = Percentage of Leads With Appts.

You’re typically looking to see 2% or more of leads setting appointments, but this depends greatly on math logic and what a sale ends up being worth to you/your client.

2. Lead Show Rate

On the show side, again, notice the specific language. You’re not actually measuring “number of showed appointments.” If you were, then if you set an appointment that gets a no-show, then rebook and get a show, you’d have only a 50% show rate, even though 1/1 leads with an appointment had shown. You’d be penalizing yourself for what is actually one of the most crucial and valuable services in the whole system: no show rebooking! So make sure you count the number of leads who show. Again, luckily, the opportunities dashboard will not duplicate opportunities, only move them from stage to stage.

To see the show rate, take the number of leads who showed (won + lost), then divide by the total number of leads with appointments (won + lost + no show).

(won + lost) / (won + lost + no show) = percentage of leads who showed

Show rates below 50% need troubleshooting. They can get above 70% easily, but 50% is usually the minimum. This assumes perfection on the part of your client in marking no-shows 15min after they’ve no-shown. If your client is not doing that, that’s the first thing to fix.

3. Close Percentage

This is really easy to understand: how much did your client close? Take the number of “won” and divide by the number of “won” plus the number of “lost.”

won / (won + lost)

If your client is closing enough to be profitable on your high ticket service (aka, if the math logic works for them), then that’s all that matters. If they’re not, they may need help with their sales process.

Let us know your questions about these metrics in the comments!

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