Everything about a website is aimed at one moment: somebody fills in the form and presses the button. It is the only thing on the site that is worth counting. It is also, on most sites I read, the least examined thing there.
Here is what typically happens after that press. The page reloads and says thank you, or it does not, and the person is left looking at the same form wondering whether it went. No email arrives to confirm it. The message lands in an inbox that one person checks, with no indication of which page produced it. Nothing anywhere increments a number.
Take those one at a time, because they fail differently.
The confirmation is not a courtesy. Somebody who has just described a problem to a stranger and pressed send is in a small moment of exposure, and silence reads as a system that did not work. A message in their inbox within seconds, from a person, is the difference between having contacted you and hoping they have. It also gives them something with your address in it, which is the thing they will search for later when they want to follow up.
The response is where the real loss is. Somebody enquiring about a professional service is almost never enquiring only with you. They sent the same message to two or three businesses in the same sitting, because that is what the four tabs were for. Whoever replies first is talking to a person who has not yet decided, and everybody else is arguing against a conversation that has already started. An answer the next morning is not late by ordinary standards and is often too late by this one.
That means an enquiry sitting unseen in a shared inbox for six hours is not an administrative delay. It is the loss, and it happens invisibly, because nobody in the office ever learns about the client who went elsewhere.
Then the record. An enquiry that arrives with no indication of which page it came from cannot be routed to the right person automatically, cannot be prioritised before somebody reads it, and cannot be counted by service line at the end of the quarter. You are left with an impression of how busy things were rather than a number you can act on.
And delivery. Forms fail silently more often than anybody expects, especially ones bolted onto a site by a vendor who has since moved on. A form that has been quietly not sending for four months looks exactly like a slow quarter from the inside.
All of it is testable in twenty minutes and I would encourage anybody to do it before hiring anyone, including me. Submit a real enquiry to your own business from your phone, on every page that has a form. Time how long until anything reaches you. See whether the sender gets anything at all. Then look at whatever analytics you have and see if that submission appears anywhere.
Most of what is wrong at this stage is not a redesign. It is the route: what the page asks, where it goes, what comes back, and whether anything counts it.
Rebuilding that route inside the site you already have is the rebuild. If the pages are fine and you only need the counting and the confirmation, that is enquiry tracking.