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Website - leadmanagement

Welcome, and thank you for taking part in this project!


You will act as a typical household customer seeking advice on water softeners. Our goal is to see how companies handle new inquiries through their websites, contact forms, and phone lines.


Steps to follow:

Contact form first – Submit the online form using the provided script.

Follow up by phone – If no reply the same business day, call using the phone script.

Track timestamps – Note when you submitted and when you got the first reply.

Take screenshots – Capture the form before submitting, the confirmation, and any email/SMS replies

Biztosított
Survio
Website - lead management
1

Name of the Company

2

Please enter the webpage you visited:

A. Contact form / email (short) - Feel free to put it in your own words.


Hello,

We’re experiencing (heavy) limescale buildup at home, particularly in the bathroom. A neighbour suggested installing a water softener. Could you advise which model/type would suit a typical family of four in [your city/area]?

Thanks in advance!


B. Contact form / email (detailed)


Hi,

I live in [your city/area] in a home with significant limescale buildup (kettle, taps, shower glass). We’re a family of four with typical water use.

Could you recommend a suitable solution (e.g., salt-based softener vs salt-free) and a model/capacity? Please include:

• Sizing rationale (flow rate/LPM or grain capacity)

• Whether a site survey/water test is needed

• Warranty & maintenance (salt usage, service interval)

• Estimated price & install lead time

Thank you!


Please don't forget to take a screenshot and send it to us!

3

How easy to find the contact option on the website?

Please choose one option
4

What type of contact options are avaliable?

Choose one or more options
5

What is your preference when you would like to contact a company?

Select one option
6

How easy/fast was it to fill the contact form/write an e-mail?

Choose one answer
7

Did you get a submission confirmation?

Válasszon egy választ
Website - lead management
8

When have they responded to your inquiry?

Choose one answer
9

How did they respond?

Pick a single answer

Please share with us the email you have received. 

10

Did they follow up after the first response?

Select one answer
Website - lead management

If they do not react in 1 business day, please contact them by phone:

Phone call script

Opener

“Hi, my name is [First name]. I’m calling from [your city/area]. We have heavy limescale at home. A neighbour recommended a water softener. Could you help me choose a model for a family of four with typical usage?”

If they start qualifying you:

“I’m happy to provide details. - They could ask for your number of bathrooms, or recent water hardness values or how much water you use.”

Ask them (capture in questionnaire):

“What type and model do you recommend and why?”

“Do you offer a water hardness test or site visit?”

“What’s the warranty period and maintenance timeline?"

“Price, what’s included, and install lead time?”

Close

“Could you please email me the recommendation and next steps? My email is [alias]. Thanks!”


11

Did they ask about your needs (water hardness, household size, bathrooms)?

12

If yes, please list the questions they focused on:

13

Did they provide an estimated price range or quote?

Select one option
14

Did they propose next steps (survey, email, send brochure, schedule appointment)?

If yes, please write done what they offered
15

If yes, can you specify what was proposed as the next step?

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16

Please provide the country you live in.

17

Could you please share your name with us?