Key Findings
- 92% of Web Inquiries Go Unanswered Within 24 Hours
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- Immediate response is critical—interest in senior living is often high-stakes and time-sensitive.
- Implication: Communities are missing their “moment of maximum intent,” losing competitive ground to faster responders.
- 80% of Web Inquiries Go Unanswered Entirely
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- These are prospective residents or adult children actively seeking help—and never receiving a response.
- Implication: Poor follow-up is damaging brand reputation, shrinking pipeline potential, and wasting marketing dollars.
- It Takes 3 Calls on Average to Reach a Sales Associate
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- Follow-up friction leads to frustration, delays, and ultimately decision fatigue for prospects.
- Implication: Communities are losing warm leads simply because of disjointed or inconsistent outreach efforts.
- Web Activity Is Increasing, But Response Is Slowing
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- More prospects are researching and reaching out digitally—web forms, chats, and emails are up.
- Implication: The demand is there, but operational readiness and sales staffing are not keeping pace.
Why This Matters to Senior Living Executives
- Lead Leakage = Lost Revenue: Every inquiry NOT responded to is a missed occupancy opportunity.
- Digital-First Buyers Expect Speed: Today’s consumer expects immediate answers. Communities that can’t respond quickly lose trust—and business.
- Brand Damage: Inconsistent or absent communication leaves a lasting negative impression in local markets.
- Sales Inefficiency: Marketing is generating interest, but poor follow-through is wasting resources and hurting conversion.
Actionable Recommendations
What Gets Measured, Gets Managed
Metrics to Monitor Weekly
- Time to first response (target: < 1 hour)
- % of web inquiries contacted within 24 hours
- % of web inquiries fully unresolved
- Number of inquiries per rep per day/week
- Inquiry-to-tour and tour-to-move-in conversion
Strategic Outlook
Digital traffic is up. Inquiry volume is healthy. The interest in senior living is there—but communities are falling short at the critical first touchpoint. With slow response times, limited follow-up, and staffing gaps, most prospects are left behind before they ever become leads.
Senior living executives must treat lead response time with the same urgency as move-in readiness. In this environment, the community that responds first is often the one that wins.
Speed isn’t just a competitive advantage—it’s a necessity.
