Client Success
Lead Quality Feedback Loop
Needs review — This SOP contains our content but has not been verified by Nick. Treat as a working draft until marked Live.
SOP: Lead Quality Feedback Loop
Section titled “SOP: Lead Quality Feedback Loop”Last Updated: June 2026 Owner: CSM
Purpose
Section titled “Purpose”Connect reports to what the contractor actually experienced. Tekton is measured by leads, estimates, and consistent work, so the CSM owns collecting lead-quality feedback and routing patterns.
Questions to ask
Section titled “Questions to ask”Ask clients whether recent leads were:
- real or spam
- in service area or out of area
- the right service type
- reachable by phone/email
- booked for an estimate
- quoted
- won/lost
- from SEO, GBP, LSA, ads, referral, or unknown
When to collect feedback
Section titled “When to collect feedback”- monthly reporting cycle
- monthly or quarterly strategy call
- after an LSA or GHL lead-quality concern
- when lead volume is up but client sentiment is down
- when client says the leads are bad, fake, too small, or too far away
Route the pattern
Section titled “Route the pattern”- Spam/fake LSA leads → LSA Specialist
- Wrong service or geography → SEO/GBP/LSA, depending on source
- Calls not routing or forms not firing → GHL/Website Specialist
- High impressions but low contacts → SEO/Website Specialist
- Good leads not being followed up → client coaching by CSM
Documentation
Section titled “Documentation”Record:
- client quote or summary
- examples of specific bad/good leads
- source if known
- volume/frequency
- routed owner
- next check date
Definition of done
Section titled “Definition of done”- feedback is documented
- pattern has an owner
- client knows Tekton is checking it
- follow-up date is set
- monthly report reflects real lead quality, not only dashboard numbers