The lead success score (LSS) is the percentage of leads that resulted in a successful outcome. This metric measures conversion effectiveness by comparing successful leads against total leads. Calls where no lead was generated are excluded from the calculation.
LSS Formula
Lead Success Score = (Lead Successes ÷ Total Leads) × 100%
Total Leads = Lead Successes + Lead Failures
LSS Example
Call Number | Result |
1 | Not a lead |
2 | Lead success |
3 | Not a lead |
4 | Lead success |
5 | Lead success |
6 | Lead failed |
7 | Not a lead |
Total calls: 7
Leads: 4 (3 success + 1 failed)
Not a lead: 3 (excluded)
Lead Success Score = (3 ÷ 4) * 100% = 75%
Impact of assessments
Lead outcomes are initially determined by the auto assessment system. If a human assessor reviews a session and overrides the auto assessment, the Lead Success Score will update to reflect the corrected status.
For example, if a lead was auto-assessed as failed but a human reviewer determines it was actually successful, the Lead Success Score will increase accordingly once the override is applied.