How we measure, honestly: Speed to lead is the time from the form being submitted to the lead’s phone starting to ring — the part we control, plus a flat one-second allowance for the carrier handoff we cannot observe from our side. That allowance errs against us on purpose: we would rather understate the speed than claim a ring that has not happened yet. Connect rate counts a human answering — voicemail never counts. Booked means the booking tool confirmed a slot, not just that the assistant tried. Cancellations are the ones your front desk reports (one click on any booked call). Times shown in your clinic’s local time. Data handling: what we do with your data.