My website gets visits but no enquiries: what should I check?
A visit counter cannot tell you whether the right people find your offer or whether they can reach you. This diagnosis follows the journey through to a received enquiry, so you can choose a specific fix before committing to a redesign.
06 chapters
First, check that an enquiry can actually reach you
Send a real test enquiry
- Open the website on a phone and follow the journey of a new visitor.
- Find the right service, then send an identifiable test enquiry.
- Check the confirmation on screen, its arrival in the inbox and, if the site has an administration panel, the saved record.
Check that it arrives
A visible confirmation does not prove the message was delivered. Conversely, a received message without a confirmation may make someone send it again. Also check the phone number, email recipient and spam folders. Fix a blocked form before working on content or search visibility.
Separate the ways people contact you
Separate the contact channels: form, phone call, booking and direct email. If the team already receives calls, the issue may be how those contacts are followed up rather than their absence. Record what actually happens instead of inferring the outcome from a button click.
- Send a real enquiry on mobile, then on desktop.
- Check the recipient, delivery and confirmation.
- Test the phone number and booking links.
- Record the enquiries received through each channel.
Separate relevant visits from traffic that is not looking for your service
Identify the visitor’s intent
Someone looking for a repair company in Angoulême and someone reading a tutorial have different reasons for visiting. Both can increase the same counter, but only one may be choosing a provider. Look at the landing pages and the searches that bring them into view.
Separate clicks from received enquiries
In Search Console, impressions and clicks describe your presence on Google. Received enquiries need to be checked elsewhere.
A popular article should therefore not be assessed in the same way as a service page. The local visibility test helps examine search performance; this guide starts after the click.
Compare equivalent periods
Compare equivalent periods and account for the season, campaigns and the number of relevant visits. With only a few visitors, a change of two enquiries can produce a large percentage shift. Do not turn that small sample into a verdict on the whole website.
Measure each stage separately
France Num distinguishes audience size, behaviour on the website and contacts received. These observations answer different questions.
- Entry
Which page is visited?
Identify the service, article or campaign that brings the person to the site.
- Journey
Where does the journey stall?
Examine the steps towards the intended action, page by page.
- Result
Which enquiry was received?
Count relevant contacts rather than clicks alone.
Explain the service before asking someone to contact you
Read the landing page
Read the page visitors arrive on without going through the homepage. Is it clear what the company does, who it serves, where it works and how the service is delivered? “Solutions tailored to your needs” answers none of those questions.
Specify the audience and scope
For a local business, specify the work you actually offer and the area you cover. For software, describe the task the tool should enable. A page aimed at every audience leaves readers guessing whether they are in the right place.
Show a real project
A useful example shows the original need, the scope delivered and a constraint that was resolved. If the commercial result was not measured, stick to those facts. A clearly explained real project gives more confidence than an invented client count or performance gain.
Offer a simple, predictable next step
Choose one primary action
Choose the action that suits the service: describe a request, book a conversation or call during the stated hours. Place it after enough explanation, then make it easy to find again. Several buttons asking for different decisions make the next step harder.
Ask for the information you need
An initial form rarely needs every detail of a client file. Ask for what lets you respond: contact details, the need and the main constraint. Explain unusual fields and say what happens next, giving a response time only if the business can meet it.
Test the form on a phone
- On a phone, check the labels, the keyboard offered and validation errors.
- Information already entered should remain when a field is missing.
- The person should be able to correct it and continue without having to search for the cause.
Help people complete it and correct mistakes
The W3C forms tutorial emphasises instructions, labels and understandable feedback.
- Input
Named fields
The label stays visible; an example explains the format when needed.
- Error
A mistake that can be corrected
The affected field and the problem can be identified.
- Send
A clear outcome
The person understands whether the enquiry was accepted or needs another attempt.
Fix one page and observe what changes
Start with one page
Start with the service page that already gets relevant visitors. Depending on the diagnosis, repair the form, clarify the scope, add evidence or simplify the action. Changing the navigation, copy and every campaign at once makes the result difficult to interpret.
Keep a record of the change
- Keep a note of the date, the change and the measure you are tracking.
- Compare received enquiries, their relevance and how the team handles them.
- Analytics tools can miss some visits; use them alongside observations from the team rather than treating them as an exhaustive count.
Decide whether a redesign is useful
A website redesign becomes useful when problems affect several journeys or the underlying platform prevents a proper fix. The SEO redesign guide then helps preserve useful URLs and content during the work.
Check what happens after an enquiry arrives
Assign each enquiry
A website can successfully deliver enquiries that nobody follows up. Decide who reads the inbox, who responds during an absence and where the next action is recorded. An enquiry passed between three people without an owner can make it seem that the website produces nothing.
Record the contact and what follows
- For each contact, distinguish a relevant enquiry, a request outside your scope and spam.
- Then record whether a conversation or quote followed.
- This feedback helps improve the page: repeated questions often reveal missing information.
Organise follow-up in a tool
When this follow-up becomes difficult to manage by email, the guide to automating quotes and follow-ups offers a more precise way to organise it. The right fix may concern the website, acquisition or the work after an enquiry is received.
- An owner and a backup during absences.
- A next action with a date.
- A distinction between relevant contacts and spam.
- Regular feedback on prospects’ questions.
The remaining decisions
Do I need more visitors to get more enquiries?
Only if the journey already works and the extra visits come from potential clients. Fixing a failed form submission or clarifying the offer may be the first task.
What conversion rate should I aim for?
There is no useful threshold for every website. First define the action you are counting, the audience and the pages concerned, then observe enquiries actually received over equivalent periods.
Can a chatbot replace the form?
It can help if the conversation solves an identified problem. It also adds a step and maintenance. Start by checking whether a short form or direct contact already meets the need.
Should I rebuild the whole website?
Not necessarily. A diagnosis of one service page and a real test enquiry can distinguish a targeted fix from a broader problem.
Put the guide against a real project.
A few lines are enough: context, the main constraint, and the expected result.