{"id":1323,"slug":"40-60pct-clients-not-logged-in-90-days","title":"Practitioner data: \"Most firms find 40-60% of clients haven't logged in in the last 90 days\" — the ghost-login problem stated by an adoption-tool vendor","kind":"reference","scope":"business","status":"current","audiences":["kevin","smb-owner","candid-team"],"topics":["client-portals","self-service-adoption"],"reference_body":"**Claim:** \"Most firms find **40-60% of clients haven't logged in in the last 90 days**\" (US Tech Automations practitioner report, 2026, vertical: accounting).\n\n**Source:** https://ustechautomations.com/resources/blog/accounting-client-portal-automation-2026\n\n**Confidence:** Single-source.\n\n**Caveat:** Vendor sells adoption-automation tools — but **the direction (low adoption) cuts against its interest to admit**, which lends credibility to the figure.\n\n**Why this matters for Candid:** Practitioner-shaped, vertical-specific data that pairs with the broader Gartner numbers ([[gartner-2024-14pct-self-service-resolution]]) to nail the ghost-login point. Anchors [[rule-run-90-day-portal-adoption-test]].","rationale_body":null,"metadata":null,"links":{"outgoing":[{"slug":"gartner-2024-14pct-self-service-resolution","title":"Gartner (Aug 19, 2024; survey of 5,728 customers Dec 2023) — only 14% of customer service / support issues are fully resolved in self-service; even for \"very simple\" issues only 36% resolve fully","kind":"reference","scope":"business","link_type":"relates-to"}],"incoming":[{"slug":"research-brief-client-portals-smb-june-2026","title":"Research brief: client portals for SMBs — the honest case (June 2026)","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"rule-run-90-day-portal-adoption-test","title":"R2 — Run a 90-day adoption test with a cheap bought portal before committing; if <40-50% of clients log in, the portal is solving a problem the client base doesn't have","kind":"rule","scope":"business","link_type":"depends-on"},{"slug":"rule-portal-three-trigger-test","title":"R3 — Three-trigger test: only proceed with a portal when interactions are FREQUENT + DOCUMENT/APPROVAL-HEAVY + the deflected back-and-forth is REAL AND MEASURABLE","kind":"rule","scope":"business","link_type":"depends-on"}]},"created_at":"2026-06-20T17:57:32.153Z","updated_at":"2026-06-20T17:57:32.153Z"}