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Guide GPSE
Découvrez notre Guide de Gestion de la Performance Sociale et Environnementale
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Guidelines
Questions to Consider When Setting Desired Profitability Ratios and Ranges
This document offers a list questions for reflection to assist organizations with setting policies and targets around profits.
Case studies & Field examples
Equitas Micro Finance Sets Profit Policies and Aligns Management and Investor Expectation
This brief case provides an example of how Equitas has set policies regarding profits and their use and discloses these to investors at the beginning of their relationship.
Guidelines
Aligning Social and Financial Expectations
This table offers a set of questions that can be used to guide exploration of an investor's alignment with the FSP's social goals. It looks at timeframe and exit expectations, social outcomes and profit expectations.
Guidelines
Smart Microinsurance-An Overview for Microfinance Institutions on Incorporating Client Protection Practices into Microinsurance
“Smart Microinsurance” is designed specifically for microfinance institutions (MFIs) that serve as intermediaries, offering microinsurance products provided by
Case studies & Field examples
Tameer Bank Creates a Client Complaints Mechanism
Describes how Tameer Bank set up its Customer Service Unit to respond to client questions and complaints during a deliquency crisis.
Case studies & Field examples
Advertise Questions and Complaints
Example of a poster made by Attawfiq Micro-Finance (Morocco) to inform clients about how to make their complaints.
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.
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
Yehu Microfinance Surveys Clients on Which Mecanisms to Create
Description of Yehu Microfinance's approach to designing its complaints mechanism with input from clients.
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.
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