Missed call benchmark
LC INDEX
How many calls does your business miss when customers need you most?
The LC Missed Call Index measures how UK logistics businesses — including pallet network members — handle inbound calls. And what's really happening when the phone rings.
The problem nobody tracks
There's no line on your P&L for "calls we didn't answer." No report that flags the customer who rang, got voicemail, and booked with someone else instead.
It just disappears. The phone rings, nobody's free, and the work goes somewhere else. You never find out.
Every logistics business knows the phones get busy. Drivers calling in. Customers chasing ETAs. New enquiries coming through at the worst possible moment. But when your team's already stretched, some of those calls don't get picked up.
The question is — how many? And what's it actually costing you?
The lunchtime gap
Someone's on a break. Someone's loading a vehicle. The office phone rings six times and cuts to voicemail. The caller needed a same-day collection. They've already tried someone else by the time anyone checks the missed call list.
The 5pm drop-off
Your team starts to wind down but your customers don't. A warehouse manager needs to book a pallet for first thing tomorrow. Your phone's been diverted to a mobile that's in someone's pocket on the school run.
The "24/7" gap
Your website says 24/7. Your phones don't agree. A customer rings at half five expecting someone to pick up. Nobody does. They don't leave a message — they just try the next company on Google.
The one you never hear about
A new customer calls for a quote. You're on the other line. They hang up after eight rings. No voicemail, no missed call notification, no trace. You had no idea they existed.
It's not a phone problem. It's a revenue problem.
Missed calls don't feel expensive because you can't see them. There's no invoice for "work that went to a competitor." No dashboard showing what you nearly won.
But think about it this way. If even one call a day goes unanswered — and that call was a booking — that's a collection lost. Every working day. Week after week.
It adds up. Quietly, invisibly, and constantly.
In logistics, the work goes to whoever answers first. Not the cheapest. Not the closest. The one who picks up the phone.
So we started measuring it
The LC Missed Call Index is an ongoing study where we call UK logistics businesses — from pallet network members to freight operators — at the times their customers are most likely to ring. And we record what happens.
We're not selling anything on these calls. We just let the phone ring and note the outcome. Did someone pick up? Voicemail? Ring out to nothing?
We test at different times of day — when offices are flat out, when teams are winding down, and after hours when customers still need help.
The results tell a story that most logistics businesses have never seen before. Because until someone actually measures it, missed calls stay invisible.
What the top-performing businesses do differently
The businesses that score well on the LC Index aren't always the biggest operations with the largest admin teams.
They've just worked out that being reachable is the competitive advantage. When a customer rings, someone answers. Lunchtime, late afternoon, early evening — it doesn't matter. The phone gets picked up.
That's it. No magic formula. No secret. They've just closed the gap between when their customers need them and when they're actually available.
The LC Missed Call Index shows you exactly where that gap is across the sector — and where your business sits.
See how UK logistics businesses really perform on the phones
Request the full LC Missed Call Index report. We'll send it straight to your inbox.
- Real call data from UK logistics and pallet network businesses
- Performance breakdown by time of day
- What it means for your business
The LC Missed Call Index is produced by Logisti-Call. Data is collected through live call testing of UK logistics businesses including pallet network members. The index is updated regularly. No businesses are named in the published report.