Understanding Client Portal Engagement

Understanding how clients use your portal helps you improve the experience — and demonstrate the value of self-service to your team.

Portal Genie provides engagement metrics so you can see how clients interact with your Client Portal.

Portal visits

Track how often clients access your portal over time. Visit trends help you understand adoption — whether clients are returning regularly or need encouragement to use self-service.

Mobile vs desktop visits

See how clients access your portal by device. Mobile and desktop visit counts show whether clients prefer accessing documents and making payments from their phone, tablet or computer.

This insight helps you prioritise the client experience for the devices your clients actually use.

Notice Board interactions

Monitor Notice Board clicks and interactions to understand which announcements and promotions clients engage with.

If a seasonal reminder gets strong click activity, you know clients are reading it. If engagement is low, consider updating your messaging or placement.

See Using the Notice Board.

Using analytics to improve

Engagement data supports practical decisions:

• Identify clients who may need onboarding support
• Measure the impact of portal announcements
• Understand device preferences for future communication
• Build the case for wider client portal adoption internally

Related resources

• What Can Clients Do in the Client Portal?
• Customising Your Client Portal

Explore Features or read Customer Success stories.