---
title: Are Your Clients Happy? The Secret to Measuring Success
description: Learn how to check client satisfaction through health scores and NPS surveys. Discover how to know if your clients are happy with your service.
---

[Resources](https://blog.upsourcedaccounting.com)

# [Are Your Clients Happy? The Secret to Measuring Success](https://blog.upsourcedaccounting.com/client-satisfaction)

 Written by [Caroline Rownd](https://blog.upsourcedaccounting.com/author/caroline-rownd) | Oct 24, 2023, 4:51:33 PM

How can you ensure your clients are happy with your service? 

With regular health checks and Net Promoter Score (NPS) surveys.

 

#### Health score

Health scores are an internal 1-5 rating of a client's performance and relationship. Receiving a five means you're exceeding targets, and the client is likely willing to give referrals to your agency. On the other side, a one means you have an unhappy client, and there's poor performance.

Regularly reviewing health scores can help flag at-risk clients to address the issue proactively.

 

#### Net Promoter score (NPS)

NPS measures client loyalty on a 1-10 scale. 9-10s are your promoters, 7-8s are passives, and 6 and under are detractors.

To gather this data, we recommend sending out surveys every 90 days for larger projects and once a year for smaller retainers.

The last thing you want is to be unaware of a dissatisfied client simply because you didn't check in to see how they're feeling.

Your NPS score can help you calibrate your internal health scores. A 5 health score client should be a high NPS promoter. If your health score and NPS scores don't quite align, that lets you know some communication is missing.

 

#### best practices

It's important to set your expectations upfront on NPS. Each client may have different criteria that will get you to a 10, so you need to have a conversation with them from the beginning to gain an understanding of what is needed to achieve a high score. 

Regular check-ins are key to proactively surface issues early. Fire prevention is always easier than fire fighting! 

Using your NPS scores and health scores together provides a clear view of client satisfaction and retention risk.

Monitoring client health is vital to maximizing retention, referrals, and growth.

For more in-depth conversation surrounding this topic and to see examples of health and NPS scores, view this short clip where Ryan Watson (Upsourced) and Gray MacKenzie ([ZenPilot](https://www.zenpilot.com/)) dive in further:

 

[View full post](https://blog.upsourcedaccounting.com/client-satisfaction)

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