Guide en ligne
Guide GPSE
Découvrez notre Guide de Gestion de la Performance Sociale et Environnementale
En anglais
Toutes les ressources
Tools & Templates
Fonkoze: Guía para agentes de crédito: evaluación de clientes para el programa de recuperación posdesastre de Fonkoze
Esta guía detalla cómo Fonkoze evaluó a los clientes para su inclusión en su programa de préstamos después del terremoto. Es un gran ejemplo de cómo diseñar una herramienta y un proceso de evaluación de clientes después de una crisis.
Tools & Templates
Encuesta de satisfacción de clientes : Movimiento Manuela Ramos CrediMujer
Formato útil y comprensivo de una encuesta de satisfacción de clientes que puede ser redactado/adaptado para servir las necesidades de otras instituciones.
Tools & Templates
Encuesta de satisfacción de la socias de Pro Mujer Argentina
Formato útil y comprensivo de una encuesta de satisfacción de clientes que puede ser redactado/adaptado para servir las necesidades de otras instituciones.
Guide/Manual
Ciclo de servicio
Valuable for understanding client journey and satisfaction with various aspects of their engagement with the institution.
Tools & Templates
ESMS for Microfinance Institution
FIRST for Sustainability website provides some guidelines on how to set an Environmental and Social Management System for MFIs. A ESMS template is available for download.
Go to the website
Guidelines
How to Design a Complaints Mechanism
Most financial institutions provide clients with one or more channels for communicating their questions and complaints to the institution. However, not all complaints mechanisms are effective. This tool will discuss how financial institutions can design "effective complaints mechanisms", meaning a system for collecting, resolving, and responding to client questions and complaints, and for using client feedback to improve products and operations.
Tools & Templates
RICHES Toolkit, Phase 1: Social Performance Management Guide
Improve social performance management towards a stronger, Do No Harm approach. Through the use of this guide, WEE Actor management-level staff will have:
• Identified areas of performance improvement which demonstrate intent, commitment, and processes for mitigating the risks of potential unintended consequences of WEE programming.
• Have accessed validated survey questions that can be added to participant satisfaction, exit, or outcomes surveys to measure and monitor whether a participant is resorting to harmful coping mechanisms or experiencing the unintended consequences of WEE programming.
• Considered safeguarding and gender policy and code of conduct language that can be adopted or adapted to demonstrate organizational intent to do no harm and commitment to gender equity and equality.
Publications
Satya Microcapital Financial Inclusion Impact Performance Report
This initial report by 60 Decibels shows Satya MicroCapital’s performance across the five dimensions of financial inclusion: access, business impact, household impact, financial management, and resilience. It also includes additional insights on client satisfaction, loan usage and challenges.
Tools & Templates
Satya Microcapital Social Performance Management Policy
Social strategy and SPM policy in which Satya Microcapital sets out its social goals and plans to achieve them.
Guidelines
Audit SPI - Conseils pour des résultats de qualité
Consultez ce document pour voir comment assurer une analyse objective et fiable.
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