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.
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.
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.
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.
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.
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.
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.