Beneficiaries

  • Clients

Operational Impact

Filters

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:
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