Ratio of the number of the organization's active clients retained from the start to the end of the reporting period.
Client Retention Rate (PI9319)
Calculation:
- Reporting Format Decimal
- Metric Type Metric
- Metric Level Product/Service, Organization
- IRIS Metric Citation IRIS, 2021. Client Retention Rate (PI9319). v5.2.
Footnote
Organizations should footnote all assumptions used.
Usage Guidance
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This metric does not differentiate between new and rejoining clients. The relevance and interpretation of this metric relies heavily on the business model.
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Organizations can refer to the following source for further guidance on calculating retention rate (specifically for microfinance): http://www.microfinancegateway.org/sites/default/files/mfg-en-paper-the-challenges-of-measuring-client-retention-2006_0.pdf
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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.
Impact Categories & Themes
Cross Category
Metrics identified as "cross-category" are those that are relevant to any IRIS+ Impact Category or Impact Theme (i.e., these metrics are not specific to any particular industry/category or theme).
SDG Goals & Targets
No Poverty
- SDG Target 1.5
- SDG Target 1.4
Zero Hunger
- SDG Target 2.1
- SDG Target 2.2
- SDG Target 2.3
- SDG Target 2.4
Good Health and Well-being
- SDG Target 3.1
- SDG Target 3.2
- SDG Target 3.3
- SDG Target 3.4
- SDG Target 3.5
- SDG Target 3.7
- SDG Target 3.8
- SDG Target 3.9
Gender Equality
- SDG Target 5.6
Decent Work and Economic Growth
- SDG Target 8.1
- SDG Target 8.2
- SDG Target 8.3
- SDG Target 8.10
Industry, Innovation and Infrastructure
- SDG Target 9.3
Reduced Inequality
- SDG Target 10.1
- SDG Target 10.2
- SDG Target 10.3
- SDG Target 10.c
Metric History
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April 2021 - IRIS v5.2 Released
No change.
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December 2019 - IRIS v5.1 Released
No change.
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April 2019 - IRIS v5.0 Released
No change.
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February 2016 - IRIS v4.0 Released (current version)
Immaterial change. Minor revision to calculation language for clarity.
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February 2014 - IRIS v3.0 Released
Immaterial change. Minor revision to definition language for clarity.
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October 2011 - IRIS v2.2 Released
No change.
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January 2011 - IRIS v2.1 Released
Material change. Client Retention Rate (PI9319) replaced Microfinance Dropout Rate (PI9282). Metric modified to maintain consistency with outside frameworks.
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August 2010 - IRIS v2.0 Released
Immaterial change. Microfinance Dropout rate (PI9282) replaced Drop out rate (M11). IRIS ID / metric name changed due to framework upgrade. Minor revision to definition language for clarity.
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August 2009 - IRIS v1.0 Released
New metric. Drop out rate (M11) developed via Original IRIS Working Group.