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# Client Retention Rate (PI9319)

Ratio of the number of the organization's active clients retained from the start to the end of the reporting period.
Calculation:
$\frac {{\href{/metric/4.0/PI9327}{\text{Client Individuals: Active (PI9327)}}}{\text{ at the end of the reporting period}-{\href{/metric/4.0/PI8732}{\text{Client Individuals: New (PI8732)}}}}} {\text{Active Client Individuals at the beginning of the reporting period}}$
Reporting format
Decimal
Metric type
Flow
Metric level
Product/Service, Organization
IRIS metric citation
IRIS, 2016. Client Retention Rate (PI9319). v4.0.

### Footnote

Organizations should footnote all assumptions used.

### Usage Guidance

• This metric does not differentiate between new and rejoining clients. The relevance and interpretation of this metric relies heavily on the business model.
• 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