Results
Results
Measured, reported monthly, and yours to check
Every business we work with gets the same thing: a baseline recorded before we build, the exact numbers that move tracked against it, and a report you can audit line by line. Here is what that contains and what we commit to before you have paid us anything.
What we measure
The numbers your report contains
Recorded before we build anything, so that everything afterwards can be compared to something real. No figure appears in your report without a baseline.
- Time to first reply, per channel
- Phone, web form, WhatsApp and email measured separately. This is the number that moves first and the one customers actually feel. We measure it by contacting your business as a customer would, before and after.
- Inquiries arriving outside opening hours
- Counted across every channel. In most businesses this is the largest single pool of missed work and nobody is tracking it, which is why it stays missed.
- Calls that never reached a person
- Rung out, engaged, or into voicemail with no callback. Taken from your phone system where it can produce the data, and sampled where it cannot — we tell you which.
- Appointments booked without a phone call
- Online bookings, chat bookings and self-serve reschedules as a share of total bookings. The clearest single measure of whether the systems are carrying load.
- Questions the assistant answered on its own
- How many customers got a complete answer without your team touching it — and, more instructively, the ones it could not answer and correctly handed over.
- Bookings finished after a follow-up
- People who started the form, stopped, and came back after one email. Before the system existed nobody knew they were there, so this number starts at zero by definition.
- No-shows against confirmed appointments
- Measured against your baseline before launch. Confirmations and reminders are the only lever we have on this one, and we report it whether or not it moved.
- Front-desk hours spent on the phone
- Estimated with your office manager at the start and re-estimated at ninety days. It is the least precise number in the report and it is labelled that way every time it appears.
How you see it
A report you can read in four minutes
Not a dashboard login you will use twice. A short document, written by a person, that says what happened and what we think you should do about it.
Monthly for the first quarter, then monthly or quarterly as you prefer. A quarterly review call is included and is genuinely optional.
- The numbers, against the baseline
- Every metric above, next to where it started. No index scores, no invented composite figures, no percentages without the underlying counts.
- What we changed this month
- Every alteration to the site, the assistant's knowledge base or the sequences, with the reason. You should never be surprised by something we did.
- What went wrong
- Escalations that were handled badly, questions the assistant could not answer, sequences that underperformed. This section is always populated; if it is empty we are not looking hard enough.
- What we recommend next
- One or two things, prioritised by return, including the ones that mean spending less with us.
The maths
What one recovered appointment a day is worth
This is arithmetic, not a result. Every input is listed so you can substitute your own and see whether the maths works for your business. If it does not, we would rather you found out on this page than after signing.
Assumptions
- Production per recovered appointmentA new-customer exam with radiographs. Use your own average.
- $285
- Recovered appointments per working dayOne inquiry that would otherwise have reached nobody.
- 1
- Working days per month
- 18
- Nightbell monthly fee usedThe Business Growth plan.
- $950
| Line | Today | Modelled |
|---|---|---|
| Recovered production per month | $0 | $5,130 |
| Nightbell monthly fee | $0 | −$950 |
| Net, before your own costs | $0 | $4,180 |
| Recovered appointments needed to break evenAbout one every six working days. | — | 3.3 per month |
The break-even line is the only figure here worth arguing about. If your business cannot plausibly recover three or four appointments a month that it is currently losing, do not hire us — and say so, because we would rather hear it now.
Illustrative arithmetic using the assumptions listed above. Not a projection, not a guarantee, and not drawn from any client's results.
Industry benchmarks
We quote a figure only when you can check its source
There is no shortage of statistics about missed calls. There is a shortage of ones with a named, checkable source behind them.
Every benchmark on this site carries a public source you can open and read for yourself. A number with a footnote that says "industry research" is a number somebody made up, and it will not appear here. If you have seen one quoted at you and want to know whether it holds up, ask us and we will look into it with you.
In writing
What we commit to in writing
Being new means we have to be easier to leave than an established vendor, not harder. Each of these is in the engagement agreement, not just on this page.
- The audit is free and yours to keep, whether or not you hire us.
- Fixed scope, fixed price on the build. If we underestimated the work, that is our problem and not a change order.
- Month to month after launch, thirty days' notice, no annual lock-in and no early termination fee.
- You own the site, the domain, the messaging accounts, the integrations and the customer data from day one, in accounts registered to your business.
- If the first ninety days do not measurably improve your reply times, we keep working on that phase without billing you further for it.
- If the audit shows you do not need us, we will tell you that instead of quoting.
Results FAQ
Asked before signing
The terms on this page, all of which are written into the agreement. Nothing is locked in, the build price is fixed, you own every account and all the data from day one, and leaving costs thirty days' notice and nothing else. You will also not be one of forty accounts — we take on a limited number of businesses at a time, deliberately.
Reply times change the week the automation goes live, because that is a mechanical change. Booking mix takes about a month, as customers learn the form is real. No-show rate takes a quarter, because it depends on appointments booked after launch. Anything promising new customer growth in week one is describing a coincidence.
Then the report says so, in the section that is always populated, and we work the problem. If reply times specifically have not improved by ninety days, we do not bill further for that phase. If it is still not working after that, leaving costs you thirty days' notice and nothing else.
We measure it and show you the method, including where a number is sampled or estimated rather than counted. If you think a baseline is wrong, we would rather rerun it than argue about a percentage three months later.
The audit is where you can judge the work
Free, specific to your business, and delivered in writing within five business days. No call required, and no obligation after it.