Client Health scores every client on how the relationship is actually going — how consistently your firm reaches out, how often the client reaches back, how quickly your team replies, and what clients are actually saying about your firm in meetings and email. Use it to decide who to meet with next, before anyone has to ask.
Client Health lives on the Firm dashboard, under the Health tab. It appears when Client Health is available for your firm and your Firm access is active. A Client Owner sees Health for the clients they own. Client Health does not change direct client assignments or grant meeting or email access.
Reading the watchlist
Open Firm → Health to land on the Client Health Watchlist — one row for each client you own, ordered worst-first. Each row carries an Overall grade, with four graded columns behind it:
- Risk — what the client has actually said about your firm. See Relationship signals below.
- Firm outreach — how consistently your team reaches out, measured against the rhythm this relationship has settled into.
- Client outreach — how often the client starts the conversation.
- Firm reply speed — how quickly your team responds when the client does reach out.
The three engagement pillars combine into the Overall grade. Risk works differently: it can pull a grade down, never lift it, and only for clients with signals on record.
Each row also shows Last meeting, Last email, and up to two Signals — the flags on that relationship, most urgent first:
- Relationship risk — cancel intent or a critical concern is on record.
- Dormant — no contact in 90+ days.
- Cooling — the client used to reach out and has gone quiet.
- Heavy concern — their last recorded meeting carried unusually heavy concern. Usually pressure on the client, not unhappiness with your firm.
- One-sided — your firm carries all the outreach.
- Overdue contact — your firm hasn't reached out recently.
- Slow to respond — your firm is slow to reply to this client.
Click a column header to sort. Click a client to open their full breakdown. A client without enough history shows Not scored rather than a misleading letter.
Relationship signals
Ping reads what clients say in meetings and email and records it as a signal, always with the client's own words attached. There are four kinds:
- Cancel intent — intent to end, cancel, or not renew, move to another accountant, or bring the work in-house.
- Value challenge — the client disputes your price, fee, invoice, or the value they're getting.
- Service quality complaint — dissatisfaction with your firm's work.
- Positive endorsement — substantive praise of your firm or a named team member.
Each signal is graded for severity. Negative signals at high or critical severity pull the Overall grade down, so a relationship in trouble doesn't read as healthy just because the email cadence looks fine. Positive endorsements are captured so you can see them, but they never lift a grade.
Managing signals and giving feedback
Open a client to see every signal on record — each with its type, severity, and the client's quote. Opening the source email or meeting requires access to that source; Client Health visibility does not grant it.
- Accurate signal / Not a real signal — the thumbs-up and thumbs-down tell us whether Ping read the conversation correctly. Your own rating; it never changes the grade. Click again to remove it.
- Exclude from the grade — stops the signal counting, for everyone in your firm. A client can't sensibly grade B+ for one manager and B− for another.
An excluded signal stays listed, dimmed and marked Not counted, with the date it was excluded, so the grade stays auditable. Count this signal again undoes it.
If Ping got a signal wrong and it's dragging the grade down, do both: rate it thumbs-down and exclude it.
Risk alerts also appear as tiles on the Firm Overview board, where Dismiss clears a tile from your own board without touching anyone's grade. See The Firm Overview.
Health scope
Client Health is limited to clients you own. Org Unit leadership does not expand this scope or grant ordinary client, meeting, or email access.
Why can't I see the Firm tab?
Client Health is visible when the feature is available for your firm, you are a Client Owner, and your Firm access is active. A Firm access control can remove access from an eligible person and later restore their existing Client Owner scope. It does not make someone a Client Owner or give them access to unowned clients.
Common questions
My watchlist is empty, or most clients say Not scored.
Client Health is built from your meeting and email history with each client. A firm that recently joined, or one whose email isn't connected yet, won't have enough history to grade. Scores fill in as that history builds.