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.
Guidelines
Green Inclusive Finance: A Framework for Understanding How Financial Services Can Help Low-Income and Vulnerable People Respond to Climate Change
This publication identifies the different financial products and services that can help mitigate adverse impacts on the environment, strengthen resilience against climate-related shocks, and support adaptation to climate change and transition to new livelihoods. It reviews their effectiveness in reaching these objectives, using key results from different impact studies.
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