Personal Injury Intake KPIs: The 6 Numbers Every Firm Owner Should Track
The personal injury intake metrics that show where signed cases are being lost — answer rate, speed to answer, qualified rate, consult booked, show rate, and signed rate — and how to act on each.
Most personal injury firms track marketing spend and signed cases, but not what happens in between. Intake is that middle, and six numbers tell you exactly where cases leak. Review them weekly with whoever owns intake.
1. Answer rate
The share of inbound calls answered live by a person. Pull it from your phone system and split it by business hours, nights, and weekends. Gaps after hours are the most common leak in PI.
2. Speed to answer
How long callers wait before a person picks up. Injured callers often phone several firms in a row; the first one to answer live usually gets the conversation.
3. Qualified rate
Qualified leads divided by answered calls. If it is low, the issue is usually marketing targeting or unclear criteria — not the agents.
4. Consult booked rate
Booked consults divided by qualified leads. This should be high. If it is not, the script likely ends with 'someone will call you back' instead of booking on the call.
5. Show rate
Consults attended divided by consults booked. Same-call confirmations by text and email, plus a reminder the day before, are the simplest fixes.
6. Signed rate
Signed retainers divided by consults attended. This one belongs to the attorneys, but intake quality — complete notes, documents requested in advance — supports it.
Track by language and by hour
Split every number by English vs. Spanish callers and by time of day. Firms are often surprised to find their Spanish-speaking or after-hours callers convert worse simply because no one answered them well.
Getting the data
Your phone system gives answer rate and speed; your CRM gives the rest. Sempull sends every call's outcome to your CRM and reports these numbers so you can see them without building a spreadsheet.