See exactly how your practice handles a new-patient inquiry.
We pose as a prospective patient, submit a real inquiry through your existing channels, and document every response — text, email, voicemail, and call. You get a written report showing where your front-desk follow-up is strong and where leads are quietly slipping through the cracks.
A Harvard Business Review audit of 2,241 U.S. companies found the average lead response time was 42 hours. Most practices think they're faster than that. The Secret Shopper report shows you what is actually happening at your front desk in the moments that decide whether a patient books.
Reports are typically delivered within 10 business days.
- You share your practice website and the phone number we should monitor.
- We submit a real new-patient inquiry through your existing intake channels.
- For two weeks we log every text, email, voicemail, and call — including what was said and how long it took.
- We send a written report with timestamps, transcripts, and the specific gaps that are costing you starts.
Four dimensions of a healthy new-patient response.
Response time
How long until a real human (or any reply) reaches the prospective patient — measured from the moment the inquiry hits your form, phone, or chat.
Follow-up cadence
Whether your team makes a second, third, and fourth attempt — or stops after one voicemail. Most practices stop too soon.
Channel coverage
Did the practice attempt text, email, and voice — or rely on a single channel? Multi-channel follow-up dramatically increases connect rates.
Message quality
Is the outreach personalized, helpful, and oriented toward booking — or generic, robotic, and easy to ignore?
A clear, evidence-based picture of your front-desk follow-up.
- Time-to-first-response across text, email, and voice — with screenshots and timestamps.
- Total attempts made over a two-week window, charted against industry-grade benchmarks.
- Verbatim transcripts of voicemails and SMS so you can hear how a stranger experiences your practice.
- Specific, prioritized gaps — and the moves that close them — written in plain English.
Send us your practice website. We'll handle the rest.
No commitment, no software install, no front-desk involvement required.
Fix missed calls with Generative AI Voice
If your Secret Shopper report reveals missed calls or slow follow-ups, Copilot AI is the answer. It answers calls automatically, schedules appointments, and provides exceptional service 24/7.
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