Do buyers pick the first responder? Here's what the data (and your ops) say.
The claim (and how to use it)
Industry surveys frequently report that ~78% of customers buy from the first company to respond. This stat is commonly attributed to a LeadConnect survey and is referenced across sales-ops resources (Vendasta,LeanData,LeadFuze). Treat it as directional rather than definitive research—but it aligns with the stronger MIT/HBR speed-to-lead evidence above.
The 78% Claim
While not definitive research, this statistic is widely cited and aligns with stronger MIT/HBR evidence on response times.
Why it tracks with reality
- Buyers compare 2–3 local options (think Atlanta HVAC).
- The first helpful reply sets expectations and earns trust.
- By the second reply, the buyer may already be scheduling.
Put it into practice
1. Be first automatically (instant SMS)
Automate your first response to every missed call
2. Offer Call now (if open) or Book a time (after hours)
Give immediate options for engagement
3. Keep replies short, branded, and human
Maintain authenticity while being fast
Reinforcing data
5-minute replies massively boost contact/qualify odds (MIT) and most firms are still slow (HBR), so "be first" is a practical advantage (MIT PDF;HBR).
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