Client Satisfaction Ratio (PI7163)

This metric can apply across themes and can offer a proxy measure of product/service quality and client satisfaction.

This metric can also be understood as a "Net Promoter Score." For further information and guidance on this calculation, see NetPromoter.com. Organizations can use the question "How likely is it that you would recommend [product/service] to a friend or colleague?" to collect data from clients against this metric. Respondents should rank their likelihood to recommend on a 0-10 scale, with 0 representing "not at all likely to recommend," 10 representing "extremely likely to recommend," and 5 representing "neutral." Clients ranking themselves as a 9 or 10 are considered "extremely likely" or "Promoters." Clients ranking themselves as a 7 or 8 are considered "Passives." Clients ranking themselves as 0-6 are considered "unlikely" or "Detractors."

Users may report this metric with Client Feedback System (OI5049) as the system by which this feedback is solicited.

In specific contexts, and based on evidence, this metric may serve as a proxy indicator of whether the outcome being sought by an investor or organization is occurring (the WHAT dimension of impact). For more on the alignment of IRIS metrics to the five dimensions of impact, see specific guidance document. No single metric is sufficient to understand an impact; rather, metrics are selected as a set across all dimensions of impact. When possible, the selection of metrics to measure and describe the five dimensions should be based on best practice and evidence.