Provides examples of how different market research techniques can be used to understand the needs and preferences of clients and nonclients.
Case studies & Field examples
Responsible Digital Transformation - the Case of Hermandad de Honduras--English
Detailed case study of Hermandad de Honduras' process to developand test digital loan application and approval system.
Guidelines
Segmentation Variables Table
Table showing examples of general and product-specific variables that can be used to segment clients into more homogenous groupings.
Case studies & Field examples
Insights from Transactional Data
Exceprt from Outcomes Management for FSPs: A proposed standard framework aligned with the SDGs that shares insights derived from 4 financial service providers' analysis of their transactional data.
Case studies & Field examples
Example Exit Survey Questions
Short list of sample client exit survey questions.
Case studies & Field examples
Using Exit Data to Inform Product Design and Improve Operations
Provides a list of questions that can be answered from client exit data along with their implications for products and operations.
Case studies & Field examples
Ujjivan Collects Satisfaction Data Face-to-Face
Short case example of how Ujjivan in India collects client feedback in face-to-face interviews.
Guidelines
Definition of a Representative Sample
Provides a definition of a representative sample and a link to a sample size calculator.
Guidelines
Selecting a Sample Size
Provides guidance on selecting a valid sample and links to resources on sampling.
Guidelines
Collecting and Using Client Exit Data
This tool discusses how financial institutions (FIs) can design exit survey tools, collect exit data, and use them for designing and improving products and services. It explains a five-step process for developing, introducing, and using an exit survey. FIs with existing exit surveys can use the tool to rethink and strengthen their current tool. Those without an existing tool can use it to understand their options and design a tool.
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