Front Door Score Tool for Small Businesses
A free front-door audit tool that scores missed-call protection, lead response, review velocity, booking flow, and after-hours coverage for small businesses.
tool resource
Tool
Owner-led home-service businesses and small business operators
thequietprotocol.com
The Front Door Score is a fast self-assessment for small businesses that want to understand how much revenue their current intake setup is quietly losing. Instead of asking whether your marketing is working, it asks whether your business is actually ready to capture the demand you already generate.
Front Door Score Tool for Small Businesses
A free front-door audit tool that scores missed-call protection, lead response, review velocity, booking flow, and after-hours coverage for small businesses.
How to Use This Workbook
- You suspect leads are slipping but do not have a clean diagnostic yet
- You want a quick owner-level self-audit before changing tools or agencies
- You need a conversation starter for a sales or operations review
What the Workbook Tracks
- A weighted score across calls, website response, review operations, after-hours coverage, and follow-up continuity
- A clear severity band from critical to strong
- Recommended next steps based on the score outcome
| Section | Metric | Definition | Owner | Target | Mon | Tue | Wed | Thu | Fri | Sat | Sun | Weekly Result | Status Score | Next Action | Weekly Review |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Response | Answered call rate | Live answered inbound calls divided by total inbound calls | Front desk lead | 0.95 | — | — | — | — | — | — | — | =IF(COUNTA(F2:L2)=0,0,AVERAGE(F2:L2)) | =IF(M2>=E2,100,IF(M2>=E2-0.05,70,30)) | Review missed-call log and coverage by hour every afternoon | Which time blocks created the most leakage this week? |
| Response | First response time (minutes) | Median minutes from inbound web lead to first human or AI response | Ops manager | 5 | — | — | — | — | — | — | — | =IF(COUNTA(F3:L3)=0,0,AVERAGE(F3:L3)) | =IF(M3<=E3,100,IF(M3<=E3+5,70,30)) | Tighten after-hours routing and auto-response ownership | Where did speed drop after the first contact arrived? |
| After-hours | After-hours coverage rate | Share of after-hours calls handled with a real next step | After-hours owner | 0.90 | — | — | — | — | — | — | — | =IF(COUNTA(F4:L4)=0,0,AVERAGE(F4:L4)) | =IF(M4>=E4,100,IF(M4>=E4-0.05,70,30)) | Audit voicemail escapes and overflow routing | Did every after-hours inquiry leave with a credible next step? |
| Booking | Booked jobs or consults | Daily number of booked opportunities created from inbound demand | Booking lead | 12 | — | — | — | — | — | — | — | =IF(COUNTA(F5:L5)=0,0,SUM(F5:L5)) | =IF(M5>=E5*7,100,IF(M5>=E5*6,70,30)) | Compare demand volume against booking capacity and follow-up discipline | Did demand leak before it reached the calendar? |
| Booking | Show-rate or kept-appointment rate | Share of booked opportunities that actually happened | Scheduling lead | 0.88 | — | — | — | — | — | — | — | =IF(COUNTA(F6:L6)=0,0,AVERAGE(F6:L6)) | =IF(M6>=E6,100,IF(M6>=E6-0.05,70,30)) | Review reminder cadence and cancellation rescue flow | What language or reminder step would have saved the drop-offs? |
| Reviews | Review asks sent | Number of real review requests triggered after completed work | CS lead | 10 | — | — | — | — | — | — | — | =IF(COUNTA(F7:L7)=0,0,SUM(F7:L7)) | =IF(M7>=E7*7,100,IF(M7>=E7*5,70,30)) | Check whether requests are tied to job closeout not memory | Are happy customers actually getting asked while goodwill is fresh? |
| Reviews | Review replies completed | Share of new public reviews replied to within 72 hours | Reputation owner | 1.00 | — | — | — | — | — | — | — | =IF(COUNTA(F8:L8)=0,0,AVERAGE(F8:L8)) | =IF(M8>=E8,100,IF(M8>=0.8,70,30)) | Clear reply ownership and publish a response standard | Which reviews aged too long without a response? |
| Recovery | Missed-call text-back rate | Share of missed calls that received a text-back in under 3 minutes | Ops manager | 0.95 | — | — | — | — | — | — | — | =IF(COUNTA(F9:L9)=0,0,AVERAGE(F9:L9)) | =IF(M9>=E9,100,IF(M9>=E9-0.05,70,30)) | Audit automation failures and message quality | Are missed calls being recovered fast enough to keep the lead warm? |
Use the PDF for internal circulation, keep the source file if your team wants the editable working version, and use the live guide when you want the TQP framing around the asset.