Hi @SaraC9712,
HubSpot’s lead response time property can be tricky. It’s meant to show how fast you follow up, but it doesn’t always reflect real activity — especially if you’re logging calls manually or using internal forms.
HubSpot calculates the time it took the current owner to do first qualifying engagement (ms) (see this article).
But:
- Manually logged activities (especially after-the-fact) can be ignored
- Internal submissions might skew the contact create date
- It doesn’t always use the activity you’d expect as “first”
As an alternative you could use HubSpot Workflows + a Custom Date Property
Set up a custom “First Contacted” date property and use a workflow to timestamp it when a rep sends the first email, logs a call, or books a meeting.
You can then use a calculated property to track response time between form submission and first contact.
I hope this helps,
Jess