In today’s digital retail landscape, every lead counts. But not every lead is created equal. At Launch Labs, we’ve been tracking how shoppers interact with dealership websites after submitting a lead, and we’ve noticed a powerful trend: shoppers on pages like Schedule Service, Trade Appraisal, and Test Drive are more engaged and more intentional than those browsing new or used inventory. That insight sparked a bigger question: What happens after the lead is submitted? And just as important: What happens when they start to fill out a form but don’t finish it?
The Hidden Drop-Off Problem
Across the industry, large numbers of customers begin high-value actions online but never complete them.
- Service scheduling: Only about 40–45% of customers who start booking online finish the process, and online schedulers represent just 10–14% of all service bookings. More than half of these potential appointments never make it onto the calendar.
- Finance applications: Completion rates often hover under 5%.
- Trade-in forms: Estimated 5–10% finish rates, even among motivated shoppers. Industry commentary suggests trade-in leads have higher intent but still face drop-off.
In other words, many dealerships are losing the majority of these high-intent shoppers before they ever capture their information.
Post-Claim Surveys: A Smarter Follow-Up
To help fix that gap, we’ve built templated post-claim surveys that trigger instantly after a customer submits any lead. These short, tailored questions give you a second chance to capture details, guide next steps, and keep momentum alive while your team prepares the follow-up.
Here’s how they work for different lead types:
Schedule Service Leads
The survey can:
- Ask if the shopper would like to confirm or adjust their service appointment.
- Provide a link to the service scheduler if they say yes.
Why it matters: Service shoppers are usually task-focused, but many abandon booking flows due to long forms or missing details like VIN or mileage. A post-claim survey captures their intent before they leave and can still guide them toward a booked slot.
Trade Appraisal Leads
The survey can:
- Ask if they want to receive a valuation for their trade-in.
- Link directly to your trade appraisal page.
Why it matters: These shoppers are often further along in the buying process, but completion rates online are still low. A quick survey helps qualify the lead and send it to the right person quickly.
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Test Drive Leads
The survey can:
- Ask if they’d like to schedule a specific test drive appointment.
- Route them to your scheduler or sales team if they’re ready to book.
Why it matters: Test drive leads are high-intent. A prompt survey can lock in their commitment and open the door to a tailored conversation.
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Turning Drop-Off Into Opportunity
Even if a customer never finishes the original online process, the moment they submit any lead gives you an opening. Post-claim surveys turn that moment into action by gathering context, offering the next step, and keeping good prospects from slipping away.
Built In. No Extra Cost.
These surveys are already part of the Launch Labs platform. No add-ons, no extra integrations, and no hidden fees—just a smarter way to capture more value from the leads you already have.
Whether the goal is to get customers into service bays faster, qualify serious trade-in leads, or boost show rates for test drives, there is untapped potential sitting in your CRM. Launch Labs can help you unlock it.
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Unlocking More Value from Post-Claim Surveys
In today’s digital retail landscape, every lead counts. But not every lead is created equal. At Launch Labs, we’ve been tracking how shoppers interact with dealership websites after submitting a lead, and we’ve noticed a powerful trend: shoppers on pages like Schedule Service, Trade Appraisal, and Test Drive are more engaged and more intentional than those browsing new or used inventory. That insight sparked a bigger question: What happens after the lead is submitted? And just as important: What happens when they start to fill out a form but don’t finish it?
The Hidden Drop-Off Problem
Across the industry, large numbers of customers begin high-value actions online but never complete them.
- Service scheduling: Only about 40–45% of customers who start booking online finish the process, and online schedulers represent just 10–14% of all service bookings. More than half of these potential appointments never make it onto the calendar.
- Finance applications: Completion rates often hover under 5%.
- Trade-in forms: Estimated 5–10% finish rates, even among motivated shoppers. Industry commentary suggests trade-in leads have higher intent but still face drop-off.
In other words, many dealerships are losing the majority of these high-intent shoppers before they ever capture their information.
Post-Claim Surveys: A Smarter Follow-Up
To help fix that gap, we’ve built templated post-claim surveys that trigger instantly after a customer submits any lead. These short, tailored questions give you a second chance to capture details, guide next steps, and keep momentum alive while your team prepares the follow-up.
Here’s how they work for different lead types:
Schedule Service Leads
The survey can:
- Ask if the shopper would like to confirm or adjust their service appointment.
- Provide a link to the service scheduler if they say yes.
Why it matters: Service shoppers are usually task-focused, but many abandon booking flows due to long forms or missing details like VIN or mileage. A post-claim survey captures their intent before they leave and can still guide them toward a booked slot.
Trade Appraisal Leads
The survey can:
- Ask if they want to receive a valuation for their trade-in.
- Link directly to your trade appraisal page.
Why it matters: These shoppers are often further along in the buying process, but completion rates online are still low. A quick survey helps qualify the lead and send it to the right person quickly.
Test Drive Leads
The survey can:
- Ask if they’d like to schedule a specific test drive appointment.
- Route them to your scheduler or sales team if they’re ready to book.
Why it matters: Test drive leads are high-intent. A prompt survey can lock in their commitment and open the door to a tailored conversation.
Turning Drop-Off Into Opportunity
Even if a customer never finishes the original online process, the moment they submit any lead gives you an opening. Post-claim surveys turn that moment into action by gathering context, offering the next step, and keeping good prospects from slipping away.
Built In. No Extra Cost.
These surveys are already part of the Launch Labs platform. No add-ons, no extra integrations, and no hidden fees—just a smarter way to capture more value from the leads you already have.
Whether the goal is to get customers into service bays faster, qualify serious trade-in leads, or boost show rates for test drives, there is untapped potential sitting in your CRM. Launch Labs can help you unlock it.
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