Ressources

Provides a list of questions that can be answered from client exit data along with their implications for products and operations.

Short case example of how Ujjivan in India collects client feedback in face-to-face interviews.

Table summarizing the requirements for disclosure and transparency for 4 core products: loans, savings, payments and insurance.

A tool for financial institutions (FIs) that want to incorporate client protection practices into their group lending process. As group lending continues to be one of the most popular methodologies for delivering financial services throughout the world, this tool should prove useful to scores of financial service providers. The tool is applicable to a wide range of credit methodologies, and can be adapted for use by FIs employing village banking methodology, Grameenstyle “group of groups” methodology, and other forms of group lending. Section I provides guidelines for FIs on group loan product design and staff training. Appropriate product design and adequate staff training do not apply to a specific phase of the group lending process, rather, they provide a foundation for client protection throughout the entire process. Section II divides the group lending process into five key phases and identifies good client protection practice for each phase. The five phases are: (1) Client Recruitment and Group Preparation, (2) Loan Application, (3) Evaluation and Loan Approval, (4) Disbursement, (5) Customer Service and Collections.