Lead Scoring and Qualification
Not every booking request is a good fit for your business. Lead scoring lets Driive automatically evaluate incoming leads based on their answers to booking questions, so you can focus your time on the jobs that matter most — and gracefully decline the ones that don't.
How lead scoring works
Lead scoring assigns a numeric score to each incoming booking based on the customer's answers. The score is compared against a threshold you set. If the score meets or exceeds the threshold, the lead qualifies and the booking proceeds. If it falls below, the lead is disqualified.
Here's the flow:
A customer fills out your booking form and answers the booking questions.
Driive evaluates each answer against the scoring rules you configured.
Each answer contributes points based on its assigned weight.
The total score is compared to the threshold.
If the score meets the threshold, the booking request is created normally.
If the score falls below the threshold, the customer sees a disqualification message.
Where to configure lead scoring
Navigate to the Appointment Types page.
Click the appointment type you want to configure.
Open the Lead Scoring section.
Qualification types
Each scored answer is categorized into a qualification type that reflects what aspect of the lead it evaluates:
Qualification type | What it measures | Example |
|---|---|---|
Urgency | How soon the customer needs the service | "When do you need this done?" — "This week" vs. "No rush" |
Budget | Whether the customer's budget aligns with your pricing | "What's your approximate budget?" — "$5,000-10,000" vs. "Under $500" |
Timeline | The customer's expected timeline for the project | "When are you planning to start?" — "Immediately" vs. "6+ months" |
Scope | The size or complexity of the job | "Approximate square footage?" — "3,000+" vs. "Under 500" |
Value | The estimated revenue or strategic value of the lead | "Is this a commercial or residential property?" — "Commercial" vs. "Residential" |
You don't need to use all five types. Pick the ones that are relevant to how you evaluate leads for this specific service.
Weights
Each answer option on a scored question gets assigned a weight that determines how much it influences the total score:
Weight | Effect | When to use |
|---|---|---|
Auto-qualify | Immediately qualifies the lead regardless of other answers | The answer signals a clearly ideal customer |
High | Adds significant points to the score | The answer is a strong positive signal |
Medium | Adds moderate points to the score | The answer is a moderate positive signal |
Low | Adds minimal points to the score | The answer is a slight positive signal |
Auto-disqualify | Immediately disqualifies the lead regardless of other answers | The answer signals a clear mismatch (e.g., outside your service area) |
Setting weights on answer options
In the Lead Scoring section, you'll see your booking questions listed.
For each question you want to score, expand it to see the answer options.
Assign a weight to each answer option.
Not every question needs to be scored — leave questions unscored if they're just for information gathering.
Threshold
The threshold is the minimum total score a lead must reach to qualify. Set it based on how selective you want to be:
Lower threshold — More leads qualify. Good if you want volume and don't mind some lower-quality leads.
Higher threshold — Fewer leads qualify. Good if your team is busy and you want to focus on high-value jobs.
Finding the right threshold
Start with a moderate threshold and adjust based on results:
Turn on lead scoring with a moderate threshold.
Review the leads that come through over the next week or two.
If too many low-quality leads are getting through, raise the threshold.
If you're turning away leads that are actually good fits, lower it.
Disqualification flow
When a lead's score falls below the threshold (or an answer triggers auto-disqualify), the customer sees a disqualification message instead of proceeding to schedule.
The disqualification message:
Thanks the customer for their interest.
Explains that the service may not be the right fit at this time.
Provides a reason based on the qualification type that triggered the disqualification (if applicable).
Can include a suggestion to contact you directly if they believe there's been a mistake.
Example: A landscaping company uses auto-disqualify on the answer "Commercial property over 5 acres" because they only serve residential properties. The customer sees: "Based on your answers, our residential landscaping services may not be the best fit for your project. For commercial properties, we recommend contacting [partner company]."
How scores are calculated
Here's a simplified example for a "Roof Inspection" appointment type:
Questions and weights:
Question | Answer | Weight | Points |
|---|---|---|---|
When do you need this done? | This week | High | 30 |
This month | Medium | 20 | |
No rush | Low | 10 | |
Approximate roof size? | Over 3,000 sqft | High | 30 |
1,000-3,000 sqft | Medium | 20 | |
Under 1,000 sqft | Low | 10 | |
Type of work needed? | Full replacement | High | 30 |
Repair | Medium | 20 | |
Just inspection | Low | 10 |
Threshold: 50 points
A customer who answers "This week" (30) + "Over 3,000 sqft" (30) + "Full replacement" (30) scores 90 — well above the threshold. A customer who answers "No rush" (10) + "Under 1,000 sqft" (10) + "Just inspection" (10) scores 30 — below the threshold.
Tips for effective lead scoring
Score the questions that matter most. Not every booking question needs a score. Only score the ones that genuinely help you evaluate fit.
Use auto-disqualify sparingly. Reserve it for absolute deal-breakers (e.g., outside your service area, service you don't offer).
Review and adjust. Lead scoring works best when you iterate. Check disqualified leads periodically to make sure you're not missing good customers.
Combine with booking questions thoughtfully. Design your questions with scoring in mind. Select-type questions with clear, distinct options score more reliably than free-text fields.
Next steps
Booking Questions — Set up the questions that feed into lead scoring.
Duration Rules — Adjust appointment duration based on the same question answers.
Troubleshooting Appointment Types — Fix issues with lead scoring disqualifying too many or too few leads.