Ressources pour évaluer les indicateurs de Tarification Responsable
La Dimension 6 des Normes Universelles pour une Croissance et des Rendements Responsables évalue la tarification responsable à l'aide d'une combinaison d'indicateurs quantitatifs. Ces indicateurs permettent de déterminer si une institution financière se situe dans la fourchette de performance acceptée pour le taux d'intérêt effectif, le ratio des charges d'exploitation, le ratio des charges pour pertes sur prêts et le rendement des actifs. Les ressources qui suivent vous aideront à effectuer un calcul approfondi et harmonisé de ces ratios.
Example Staff Responsibilities for Complaints Resolution
Example of how responsibilities for complaints resolution can be delegated to staff.
Publications
Research Indicates that Clients Are Note Informed on Complaints Mechanisms
Brief on results of a SMART Campaign study showing most clients are not aware of complaints mechanisms.
Case studies & Field examples
Yehu Microfinance Surveys Clients on Which Mecanisms to Create
Description of Yehu Microfinance's approach to designing its complaints mechanism with input from clients.
Case studies & Field examples
Example Complaint Trends and Operational or Product Improvements to Adress Complaints
Provides examples of common complaints and possible product or service improvements to address them.
Case studies & Field examples
Example Complaints Analysis Report
Provides an example of a complaint report that details not only the complaints but the channels used by clients to complain.
Case studies & Field examples
Using Client Feedback to Improve Communication
Provides 2 examples from Delta Bank Panama and Contactar Colombia for how providers have used client feedback to improve communication.
Publications
COVID-19 Client Interview Tool Data Insights and Recommendations for Funders, FSPs, and Regulators
Summarizes the findings of the surveys conducted with SPTF's COVID-19 interview tool along with the recommendations that came out of the roundtable discussion.
Guidelines
Outcomes Management for FSPs_ A proposed standard framework aligned with the SDGs
This report aims to contribute to building a framework of actionable indicators based on the SDG targets that can answer the need for a simple, credible methodology to monitor outcomes.
Publications
Outcomes Plenary Presentation: Exploring the connection between SEPM and client outcomes
Presentation from the 2022 Cerise+SPTF annual meeting featuring speakers from BBVA Microfinance Foundation, Cerise, 60 Decibels and Microfinanzas Rating discussing key outcomes debate questions based on evidence from the industry.
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