Target Stakeholder Satisfaction Ratio (PI7163)

Score reflecting the percentage of the organization’s target stakeholders who are likely to recommend the organization’s product or service as of the end of the reporting period, compared with the percentage who are unlikely to recommend it.

Calculation:

$= Percent of targeted stakeholders who rank themselves as likely to recommend (9-10 on scale) – Percent of targeted stakeholders who rank themselves as unlikely to recommend (0-6 on scale)$

Reporting Format Decimal
Metric Type Metric
Metric Level Product/Service
IRIS Metric Citation IRIS, 2021. Producer Price Premium (PI1568). v5.2.

Footnote

Organizations should footnote all assumptions used. Organizations should also note how data was collected. See usage guidance for further information.

Usage Guidance

This metric is intended to capture a proxy measure of product/service quality and target stakeholder satisfaction. A target stakeholder can be a client, employee, or anyone the organization is aiming to have a positive impact on, and is called a "beneficiary" by some organizations.
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 target stakeholders 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." Target stakeholders ranking themselves as a 9 or 10 are considered "extremely likely" or "Promoters." Target stakeholders ranking themselves as a 7 or 8 are considered "Passives." Target stakeholders 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.

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

Metric History

June 2022 - IRIS v5.3 Released (current version)

Immaterial change. Minor revisions to definition and usage guidance for clarity.
January 2020 - IRIS v5.1 Released

No change.
May 2019 - IRIS v5.0 Released

New metric. Developed via IRIS+ core metrics sets.

Calculation:

Footnote

Cross Category

IRIS Metrics Work Better in Sets