April 08, 2010 09:38 ET Checks Lead Response Times on 472 Customers in New York City

Average Company Took Over 49 Hours to Respond to Their Web Leads by Phone, 29 Hours by Email; 69.3% of Companies Never Responded to Fictitious "Secret Shopper" Inquiries on Their Website

NEW YORK, NY--(Marketwire - April 8, 2010) - announced its first ResponseAudit of 2010 at the Cloudforce 2 Tour in New York City today. is the leader in dialer technology for inside sales departments and outbound call centers and was the first company to natively integrate phone dialer software into the Salesforce CRM. pioneered Lead Response Management (LRM) technology helping dramatically increase response time to valuable web-based leads. Immediate response gained attention after research by Dr. James Oldroyd of MIT showed odds of making contact with web-based leads increased by 100 times if attempted within 5 minutes versus 30 minutes.

The ResponseAudit research team submits an inquiry using fake identities, complete with real phone numbers, email addresses, and web domains and tracks how long it takes to respond, how many attempts, etc.

"Most marketing departments are not aware that their sales teams are taking over 2 days to respond to web-based leads," says Ken Krogue, President of "Let alone the fact that they are only making 1.3 call or email attempts before they give up. They can realize incredible increases in results if they will call back more immediately and persistently."

This study consisted of 472 AppExchange partners and customers with the top 10 listed here:

Rank Salesforce Partner or Customer Phone Time Email Time Calls Emails
1 5m52s 11m24s 5 2
2 ClickSoftware Inc 19m36s 28m10s 1 1
3 Critical Mention 48m34s 53m3s 2 1
4 Intelligroup Inc 50m31s   1  
5 IT Solutions Consulting Inc 1h24m47s 1h26m46s 1 1
6 InsideView 5h46m56s 5h47m57s 1 1
7 Kronos Inc 13h16m21s   2  
8 LLC 13h39m35s 5m17s   1
9 Application Security Inc 14h50m15s 52s 1 3
10 Ping Identity 15h8m10s   1  

The average phone response time was 49 hours, 29 minutes, and 55 seconds. Average phone attempts were 1.32 times before giving up.

The average email response time was 29 hours, 14 minutes, and 40 seconds.

Companies who never responded at all were 69.3%.

Salesforce customers may contact the booth at Cloudforce 2 Tour in New York City on April 8th or headquarters directly for their companies complete audit results by dialing 866-342-5370. 

About was the first hosted lead management CRM solution with auto dialer technology specifically for high tech companies with inside sales departments or call centers. pioneered lead response management with research done with Dr. James Oldroyd of Kellogg, MIT and SKKU on the impact of immediate and persistent response to Web leads with live reps using phone dialer software. announced two new native B2B power dialer products embedded in Salesforce CRM at Dreamforce '09. Companies like MDeverywhere, Pinnacle Security,, and Dun & Bradstreet use Go to

Contact Information

  • Ken Krogue