A Captrix field study · July 2026
We called 122 LASIK practices as a patient.
118 during business hours. 49 after hours, through every channel available. Same script every time.
The best practices respond to their patients.
34 of 118 never did.
The best practices qualify leads and collect their information.
4 out of 5 calls ended with no record that we had ever called.
The best practices answer after hours, automatically.
2 in 5 practices never responded at all, on any channel, within seven days.
How the study was run
The exact script, on every call
The opener
“Hi, I’m interested in LASIK and found you guys online. I’m thinking about scheduling an appointment, but I had a couple questions about the logistics and process first. I was curious if I’m speaking to the right person to ask.”
If the response was cold
“Great. My friend recently had LASIK in a different state and really liked it, so I’m interested too.”
The core question
“I was just curious what the general LASIK process would be like at your practice for a new patient?”
Only if they didn’t offer next steps
“If I decide I want to move forward, what happens next?”
The price check
“How much does LASIK usually cost?”
Who answers the phones
“Am I speaking to the front desk, a coordinator, or a call center?”
How patients usually reach them
“A bit of an odd question, but I work in healthcare too. I was curious, is it common for people like me to call in? I’m old school and just moved here, but I’m not sure if people are signing up via forms and referrals.”
The close, on every call
“This is super helpful! Thank you. To be fully transparent, I’m calling around a few places in the area to learn more. If it’s alright with you, could I do some more research, check my work schedule, and I’ll call back if everything lines up?”
That close is the moment the study measures. “I’ll do some research and call back” is the most common LASIK lead there is.
Methodology and sample
- 136 practices were contacted; 14 confirmed on the call that they do not perform LASIK in-house and were excluded, leaving n = 122.
- Business-hours calls (n = 118) and after-hours multi-channel outreach (n = 49) were run as two independent campaigns on separate dates; 46 practices received both.
- “Reached a person” means a staff member able to assist, not merely an answered line. A call forwarded to a line that never picked up does not count.
- All times recorded in Pacific, reported in practice-local time.
- Full data set and methodology available on request: alex@captrix.ai
This study was run by Alex and Jack, the two people behind Captrix.About us →Why we ran it
Almost everyone who answered was warm and knew their practice well. The problem is that the call, the voicemail, and the web form all live in different places, so nothing tells the team who still needs a follow-up. We built Captrix to fix that.
Or text us directly: (925) 989-9639