Client Individuals: Active (PI9327)

This metric is intended to capture the number of unique clients who were unique active users of the organization's services as of the end of the reporting period; this metric is more relevant to organizations providing services than products. Organizations wishing to report on total client transactions should refer to Client Transactions (PI5184). Organizations wishing to report against the number of unique clients during the course of the reporting period can report on the Client Individual metrics.

For financial institutions (including microfinance institutions) this would include the number of individuals who currently have an outstanding loan balance with the organization. For those financial institutions offering deposit products, this would include the number of individuals who have an active deposit account with the organization. For those financial institutions offering insurance products, this would include those with an active insurance policy. In all cases, the number should be based on the number of individuals rather than the number of groups or number of active policies/accounts.

The definition of active may vary by product. For example, for traditional financial services, "active" may include all individuals who have accounts registered in their names for at least six months and who have used their accounts to make transactions within the prior six months. For digital financial services, "active" may include individuals who have had accounts registered in their names for at least three months and who have used their accounts to make transactions within the prior three months.

This metric is intended to capture the unique number of specific individuals serviced. Organizations should not use any household multipliers when reporting against this number. If organizations consider the entire household to be the customer/client, they can report against Client Households: Total (PI7954) and its associated submetrics.

Organizations that rely on assumptions to report against this metric, including the process for determining the number of client individuals, should footnote all assumptions used in the calculation process.

For healthcare providers, client individuals refers to patients. For housing providers, client individuals refers to residents or tenants.

This metric is multi-dimensional in regards to the five dimensions of impact. It may help describe the WHO dimension when the stakeholder group represented by the metric is the stakeholder group targeted by the investment or organization. It may also help measure the HOW MUCH Scale dimension, which helps estimate the number of the targeted stakeholders experiencing the outcome. 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.