Walk through your intake process from the caller's perspective. Rate what they hear, feel, and experience at each stage — and identify where the experience breaks down.
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For each stage of your intake process, rate the caller's experience — not how well you think your team performs, but what it actually feels like to be on the other end of the phone. Be honest. That's what makes this useful.
Law firms spend an enormous amount of energy thinking about what their intake reps say. Very few spend time thinking about what callers feel. Those two things are not the same. A rep can use all the right words while still making a caller feel rushed, unheard, or like a transaction. And a caller who doesn't feel right about a firm will choose another firm — even if the legal service is identical.
This tool walks through your intake process from the caller's side, asking you to rate the experience at each stage honestly. The result is a clarity gap report that shows you exactly where the caller's experience degrades — and what specific changes will close each gap. It's the missing lens in most intake improvement efforts.