Client Individuals: New (PI8732)

This metric is intended to capture the number of unique clients who received the organization’s products or services during the reporting period for the first time. It is not a measure of foot traffic, nor is it intended to capture the number of consumer transactions. For example, a customer who makes two purchases during a period should be counted only once. Organizations wishing to report on total client transactions should refer to Client Transactions (PI5184).

Depending on the industry and business model, organizations may define new clients as those who re-engage with the organization after a designated time period. For example, the Microfinance Information Exchange (MIX) defines new borrowers as either those who receive loans for the first time from the institution or borrowers who rejoin after more than one year.

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

Many organizations may not be able to report on the number of clients using direct data. For example, organizations that sell solar lanterns through a series of local network distributors might estimate the number of client individuals reached based on the number of units sold. Organizations should footnote details on how and why these assumptions were made.

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

This metric is multi-dimensional with regard 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 IRIS+ and the Five Dimensions of Impact (https://iris.thegiin.org/document/iris-and-the-five-dimensions/). 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.