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Secret-shop score sheet: score five test calls to your firm

Mark ten lines for each of five test calls to your own firm. The sheet adds up each call, finds the weakest and names one fix. Free. Nothing is sent.

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What is this for?

A secret shop is a test call you place to your own firm, as a stranger who has just been hurt. Make the five calls from our guide, mark each line yes, partly or no, and the sheet adds up each call in your browser. At the end it tells you which call scored lowest and what to fix first.

If you plan to record the calls, check your state’s call-recording rule first in the rules library. If you are not sure, take notes by hand.

The score sheet

Yes is worth two points, partly one, and no none. Open each call as you make it.

Weekday call

Mid-morning, on the number from your ads, with the same short story.

A live person answered, not a menu or a recording.
They answered in a few rings, without a long hold.
They said the firm’s name and their own.
They asked for your name and number early.
They let you tell the story, then asked what the firm needs.
They checked the basics: injuries, treatment, insurance and the date.
They explained the next step clearly.
They booked a consultation or a call-back time.
They followed through: the call or message came when promised.
You would trust them with a family member’s case.
After-hours call

Evening or a weekend, on the same number.

A live person answered, not a menu or a recording.
They answered in a few rings, without a long hold.
They said the firm’s name and their own.
They asked for your name and number early.
They let you tell the story, then asked what the firm needs.
They checked the basics: injuries, treatment, insurance and the date.
They explained the next step clearly.
They booked a consultation or a call-back time.
They followed through: the call or message came when promised.
You would trust them with a family member’s case.
Spanish-speaking caller

Ask a Spanish speaker to tell the same story in Spanish.

A live person answered, not a menu or a recording.
They answered in a few rings, without a long hold.
They said the firm’s name and their own.
They asked for your name and number early.
They let you tell the story, then asked what the firm needs.
They checked the basics: injuries, treatment, insurance and the date.
They explained the next step clearly.
They booked a consultation or a call-back time.
They followed through: the call or message came when promised.
You would trust them with a family member’s case.
A case you do not take

Describe a matter outside your practice.

A live person answered, not a menu or a recording.
They answered in a few rings, without a long hold.
They said the firm’s name and their own.
They asked for your name and number early.
They let you tell the story, then asked what the firm needs.
They checked the basics: injuries, treatment, insurance and the date.
They explained the next step clearly.
They booked a consultation or a call-back time.
They followed through: the call or message came when promised.
You would trust them with a family member’s case.
Hang up and wait for a call-back

Call, wait, hang up, and see whether anyone calls back, and when.

A live person answered, not a menu or a recording.
They answered in a few rings, without a long hold.
They said the firm’s name and their own.
They asked for your name and number early.
They let you tell the story, then asked what the firm needs.
They checked the basics: injuries, treatment, insurance and the date.
They explained the next step clearly.
They booked a consultation or a call-back time.
They followed through: the call or message came when promised.
You would trust them with a family member’s case.

How was this built?

What it covers. Five test calls to your own firm (weekday, after hours, in Spanish, a case you do not take, and a hang-up), each scored on the same ten lines.

Method. Each line scores two points for yes, one for partly and none for no, as in our secret-shop guide. The browser adds the points for each call, finds the weakest call and the weakest line in it, and names one fix. Nothing you mark is stored or sent.

Limits. It is our own rough guide, not a legal standard or an industry benchmark. One call is a sample, so repeat the set after any change. Whether you may record a call depends on your state. It is marketing guidance, not legal advice.

Related

Questions people ask

How many calls should I score?

All five: a weekday call, an after-hours call, a Spanish-speaking caller, a case you do not take and a hang-up. Each one tests a different weak spot.

Does the sheet keep what I mark?

No. The points are added in your browser and nothing you mark is stored or sent. Print the page if you want a copy.

Can I record the test calls?

That depends on your state’s call-recording rule, which our rules library lists. If you are not sure, take notes by hand instead.

Sources

  1. The Probative Standard: speed to lead, answer rate and secret-shop callsAccessed October 28, 2026
  2. The Probative Standard: how we count leads, signed cases and costAccessed October 26, 2026

Want someone else to place the calls?

Ask for the free review. Probative Growth records a short video of what clients see when they search for your firm, including how the phone is answered, and sends it by email within two business days. It does not use or store what you marked above.

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What the review covers

The review scores six areas out of 100 points: Google profile 20, website 20, content 15, paid ads 15, intake 20 and compliance 10. It uses public information only: no logins and no call to your phone lines. It can’t see what each client costs you or which ads brought signed clients. Delivered within 2 business days.

We’ll look at what clients see when they search for you.

Step 2 of 2. Where should we send the video for your site?

We use what you send to make your review and to send a few short follow-up emails (unsubscribe any time). We also tell Google, Microsoft and Meta which of our ads worked, with the ad you clicked (if any) and a hashed copy of your email (a code the platform can still match to you). Never sold; you can opt out. Privacy policy · Prefer to talk? Phone answered 24 hours, 7 days: (323) 489-5686

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Send us your firm’s website. Probative Growth records a 90-second video of what clients see when they look you up, and emails it with a one-page summary within 2 business days. No logins, no call needed.

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Your free review: It covers your Google listing, website, phone and ads, from public information.

Step 2 of 2. Where should we send the video for your site?

We use this to send your video and to reply to you.

We use what you send to reply and to send a few short follow-up emails (unsubscribe any time). To learn which of our ads work, we tell Google, Microsoft and Meta that a request came in, with the ad you clicked (if any) and a hashed copy of your email and phone (a code the platforms can still match to you), never your message. Never sold, never added to lists. Global Privacy Control or an email to us turns this off. By sending this form you agree to our privacy policy.

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How we checked this page

Sources
2 sources listed on this page, each with the date we read it.
Checked by
Our data desk, with a second person checking every number against its source (who does what).
Last checked
What it covers
The open data and rules named on this page. It shows what they say; it never says an ad passes or fails, and it is not legal advice.
Found a mistake?
Email hello@probativegrowth.com. Every fix goes in our corrections log.