Net Promoter Score (NPS) is a widely used metric that measures client loyalty on a scale of 0 to 10. After receiving a feedback request, your client answers one simple question: "How likely are you to recommend us?"
Based on their response, clients fall into three categories:
Promoters (9–10): Loyal clients who are likely to refer others to your practice. These are your advocates.
Passives (7–8): Satisfied but not enthusiastic. They could be swayed by a competitor.
Detractors (0–6): Unhappy clients who may churn or discourage others from working with you.
For accounting, bookkeeping, and consulting firms, NPS is a practical way to spot at-risk clients before they leave — and to identify your happiest clients who may be open to referrals or expanded services.
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Where to find Client Health in Ignition
The Client health panel appears on the right-hand side of any client record under the Summary tab. Navigate to Clients → [Client name] → Summary to see it.
If no feedback has been collected yet, you'll see a "No score collected yet" message along with a button to send your first feedback request.
Send a feedback request
To send a feedback request to your client in Ignition:
Open the client record and locate the Client health panel.
Click Review & send form (for first-time requests) or Send new feedback request (for follow-ups).
Preview the email that will be sent to your client. The email includes a link to a short feedback form. Switch to the Form tab to preview exactly what your client will see when they open the link.
Confirm and Send form via email. Feedback requests are sent via email to the client contacts on the client record.
Your client will receive an email inviting them to rate your services and leave optional written feedback. Once they respond, their score and comments will automatically appear in the Client Health Panel.
Reading your client's feedback
Once a client submits their response, the Client Health panel updates to show their most recent score, colour-coded so you can quickly gauge sentiment at a glance.
Click View detail to open the full response history. The side panel shows:
The NPS score (0–10), colour-coded so you can quickly gauge sentiment.
The date and time the feedback was submitted.
Written feedback your client provided alongside their score.
Previous feedback entries are listed below the most recent one, grouped by date. Click on any past entry to expand and view the details. This gives you a timeline of how the client relationship has evolved.
Tips for getting the most out of Client Health
For accountants and bookkeepers: Send feedback requests after key milestones like tax season wrap-up, onboarding completion, or annual reviews. Timing matters — clients are most likely to respond when the work is fresh.
For consultants: Use NPS alongside your project milestones. A score collected at the end of an engagement gives you a clear signal on whether to pursue ongoing work or ask for a referral.
For all practices: Pay close attention to Detractor scores. A low score paired with written feedback is an early warning — and an opportunity to reach out, address concerns, and turn the relationship around before the client disengages.