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.
Case studies & Field examples
Caso de toma de decisiones impulsada por los datos del COVID-19 en Perú COOPAC MF Prisma
Describe los resultados del estudio realizado por COOPAC Prisma (Perú) sobre el impacto de COVID-19 en sus clientes y las acciones tomadas para responder a las necesidades reveladas por el estudio.
Case studies & Field examples
Komida Uses Data-Driven Product Design
Field example showing how Komida used client data to inform product design.
Guidelines
Human-Centered Design
Brief description of the human-centered design methodology.
Case studies & Field examples
VisionFund Uganda Reduces the Barriers to Financial Inclusion Through Product Term Changes
Brief field example explaining how VisionFund Uganda modified is mix of product offerings after identifying 2 barriers to women clients accessing their products.
Case studies & Field examples
Association Base Fandima Develops a Flexible Group Lending Methodology
Brief example of how Association Base Fandima used social audit findings that it was not reaching its target clients to adapt its group lending methodology to increase accessibility to these potential clients.
Case studies & Field examples
Génesis Locates Point of Sale Devices in Client Businesses
Brief field example of how Fundación Génesis Empresarial developed its new delivery channel with client preferences in mind.
Tools & Templates
Customer Experience Toolkit Workbook
Companion workbook for the the CGAP Customer Experience Toolkit which equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.
Tools & Templates
Customer Experience Toolkit
The CGAP Customer Experience Toolkit equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.
Guidelines
Universal Standards Manual in Arabic - February 2022
الدليل الكامل للمعايير العالمية لإدارة الأداء الاجتماعي والبيئي ، اعتبارًا من فبراير 2022.
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