# LeadPilot — Success Metrics & Telemetry Framework

**Document Version:** 1.0.0 (Phase 1 Scope Lock)  
**Status:** Approved  

---

## 1. The North Star Metric

```
+-----------------------------------------------------------------------------------+
|                            THE NORTH STAR METRIC                                  |
|                                                                                   |
|                   ZERO NEGLECT RATE (ZNR) & RETENTION                             |
|                                                                                   |
|   Formula:                                                                        |
|   ZNR = [ 1 - (Unattended Leads Past SLA / Total Inbound Leads) ] * 100           |
|                                                                                   |
|   Target: > 98.5% across all active customer workspaces                           |
+-----------------------------------------------------------------------------------+
```

If LeadPilot achieves near-zero lead neglect for our customers, conversion rates naturally surge by 20%–40%, making customer churn almost non-existent.

---

## 2. Metric Hierarchy & Targets

```
                                    +-----------------------+
                                    |   NORTH STAR METRIC   |
                                    |   Zero Neglect Rate   |
                                    +-----------+-----------+
                                                |
                        +-----------------------+-----------------------+
                        |                                               |
            +-----------v-----------+                       +-----------v-----------+
            |  COMMERCIAL METRICS   |                       |  OPERATIONAL METRICS  |
            |  MRR, Retention, ROI  |                       |  Speed-to-Lead, Attn  |
            +-----------+-----------+                       +-----------+-----------+
                        |                                               |
            +-----------v-----------+                       +-----------v-----------+
            |  ADOPTION METRICS     |                       |  SYSTEM HEALTH & NFR  |
            |  Daily Active Hub Use |                       |  P95 Latency, Uptime  |
            +-----------------------+                       +-----------------------+
```

---

## 3. Detailed Metric Specifications

### 3.1 Commercial & Business Metrics

| Metric | Definition | V1 Commercial Benchmark | Measurement Frequency |
| :--- | :--- | :--- | :--- |
| **Time to First Value (TTFV)** | Time from registration to first captured & qualified lead. | $< 5\text{ minutes}$ | Per Workspace Onboarding |
| **Gross Revenue Retention (GRR)** | Monthly revenue retained from existing paying workspaces. | $> 92\%$ monthly | Monthly Cohort Analysis |
| **Customer Proven ROI** | Ratio of (Recovered Revenue / LeadPilot Subscription Cost). | $> 10\text{x}$ target | Monthly Workspace Snapshot |
| **Support Tickets Per 100 Leads** | Total support inquiries logged per 100 ingested leads. | $< 0.5$ tickets | Weekly Operational Review |

---

### 3.2 Product & Operational Performance Metrics

| Operational Metric | Business Objective | Target Goal | Baseline Comparison |
| :--- | :--- | :--- | :--- |
| **Median First Response Time (MFRT)** | Speed of contacting new inbound leads. | $< 15\text{ minutes}$ during business hours | Industry avg: $8\text{ to }48\text{ hours}$ |
| **Follow-up Sequence Completion** | % of non-responsive leads that complete all follow-up steps. | $> 85\%$ | Industry avg: $< 20\%$ |
| **Attention Hub Zero-Rate** | % of days where a workspace clears their Attention Hub to zero. | $> 75\%$ of active workdays | Industry avg: $< 10\%$ |
| **Lead Conversion Rate (LCR)** | % of total captured leads that reach `Won` stage. | $+25\%$ relative lift vs pre-LeadPilot | Measured via 60-day cohort |
| **Stale Proposal Rate** | % of proposals inactive for $> 7\text{ days}$. | $< 10\%$ of active proposals | Standard CRM: $45\%$ |

---

### 3.3 Feature Telemetry & System Health

```
+---------------------------------------------------------------------------------------------------+
| TELEMETRY PROBE           | MEASUREMENT MECHANISM                 | ALERTING THRESHOLD            |
+---------------------------+---------------------------------------+-------------------------------+
| Ingestion API Latency     | P95 execution duration for POST /leads| Alert if P95 > 250ms          |
| Ingestion Failure Rate    | HTTP 5xx or unhandled webhook errors  | Alert if > 0.1% of requests   |
| AI Provider Availability  | Success rate of LLM scoring worker    | Alert if provider error > 2%  |
| AI Fallback Execution Rate| % of leads scored via heuristic rules | Informational if > 1.0%       |
| Queue Processing Delay    | Time spent in database queue table    | Alert if queue lag > 60s      |
| Background Memory Usage   | Memory consumption of CSV chunk worker| Alert if worker memory > 48MB |
+---------------------------------------------------------------------------------------------------+
```

---

## 4. Recovered Lead Telemetry (The Commercial Proof Point)

LeadPilot surfaces a dedicated dashboard telemetry block: **Recovered Revenue & Leads Rescued**.

* **Telemetry Formula:**
  $$\text{Recovered Value} = \sum_{i \in \text{Recovered Leads}} \text{Deal Value}_i$$
* **Verification Invariant:** The telemetry engine logs the exact attention event ID that prompted the user action, ensuring the user can click into any "Recovered Lead" to view the historical timeline demonstrating when the lead stalled and which specific LeadPilot prompt rescued it.