Ressources

Guide en ligne

Guide GPSE

Découvrez notre Guide de Gestion de la Performance Sociale et Environnementale

Découvrir

Toutes les ressources

304 résultats

Case studies & Field examples

Microfund for Women Uses Mixed Research Methods to Evaluate Microinsurance Product

Description of Microfund for Women (Jordan)'s experience using mixed research methods to evaluate and improve a microinsurance product.

Télécharger Microfund for Women Uses Mixed Research Methods to Evaluate Microinsurance Product (417.9 Ko)
Guidelines

Friendship Bridge Segments Clients to Create Personas

Describes how Friendship Bridge segmented its clients into 3 different profiles and developed personas for each.

Télécharger Friendship Bridge Segments Clients to Create Personas (435.6 Ko)
Guidelines

Market Research Techniques Table

Provides examples of how different market research techniques can be used to understand the needs and preferences of clients and nonclients.

Télécharger Market Research Techniques Table (342.6 Ko)
Case studies & Field examples

Responsible Digital Transformation - the Case of Hermandad de Honduras--English

Detailed case study of Hermandad de Honduras' process to developand test digital loan application and approval system.

Télécharger Responsible Digital Transformation - the case of Hermandad de Honduras in English (1.7 Mo)
Guidelines

Segmentation Variables Table

Table showing examples of general and product-specific variables that can be used to segment clients into more homogenous groupings.

Télécharger Segmentation Variables Table (342.3 Ko)
Case studies & Field examples

Insights from Transactional Data

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.

Télécharger Insights from Transactional Data (259.8 Ko)
Case studies & Field examples

Example Exit Survey Questions

Short list of sample client exit survey questions.

Télécharger Example Exit Survey Questions (232.2 Ko)
Case studies & Field examples

Using Exit Data to Inform Product Design and Improve Operations

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

Télécharger Using Exit Data to Inform Product Design and Improve Operations (417.4 Ko)
Case studies & Field examples

Ujjivan Collects Satisfaction Data Face-to-Face

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

Télécharger Ujjivan Collects Satisfaction Data Face-To-Face (154.6 Ko)
Guidelines

Definition of a Representative Sample

Provides a definition of a representative sample and a link to a sample size calculator.

Télécharger Definition of a Representative Sample (113.2 Ko)
Guidelines

Selecting a Sample Size

Provides guidance on selecting a valid sample and links to resources on sampling.

Télécharger Selecting a Sample Size (157.4 Ko)
Guidelines

Collecting and Using Client Exit 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.

Télécharger Collecting and Using Client Exit Data (1.0 Mo)
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.

Télécharger Caso de toma de decisiones impulsada por los datos del COVID-19 en Perú COOPAC MF Prisma (880.0 Ko)
Case studies & Field examples

Komida Uses Data-Driven Product Design

Field example showing how Komida used client data to inform product design.

Télécharger Komida Uses Data-Driven Product Design (235.4 Ko)
Guidelines

Human-Centered Design

Brief description of the human-centered design methodology.

Télécharger Human-Centered Design (222.4 Ko)
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.

Télécharger VisionFund Uganda Reduces the Barriers to Financial Inclusion Through Product Term Changes (226.5 Ko)
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.

Télécharger Association Base Fandima Develops a Flexible Group Lending Methodology (244.3 Ko)
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.

Télécharger Génesis Locates Point of Sale Devices in Client Businesses (160.0 Ko)
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.

Télécharger Customer Experience Toolkit Workbook (842.4 Ko)
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.

Télécharger Customer Experience Toolkit (2.4 Mo)