Describes main reasons clients drop out of a service or program (e.g., time constraints, financial constraints, disinterest).
Organizations should footnote all assumptions used, including source of data, as well as the complete categorization of reasons for dropping out.
This metric is intended to capture detailed reasons for client turnover, such as financial constraints, disinterest, business failure, receiving a more attractive offer from a competitor, or external factors. Organizations should disclose both the total number of clients that dropped out during the period and the share of clients citing each primary reason for dropping out.
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).
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.
IRIS Metrics Work Better in Sets
To use IRIS metrics—and the resulting data—to understand impact performance, IRIS metrics should be used and analyzed in generally accepted sets and according to well-defined objectives. IRIS+ gives you access to generally accepted Core Metrics Sets aligned to common Impact Themes and Sustainable Development Goals (SDGs).