Learning from Exit Clients: SPTF Guidance Note, Issue 6
This SPTF Guidance Note discusses why you should collect client exit data, how to do it, and what to do with the data once you have it.
The Feedback Loop: Responding to client needs: Imp-Act Practice Note No. 1
The feedback loop describes the stages that information moves through a provider from its initial generation to the implementation of changes in products and services. This Practice note is designed to help you review and improve your provider's own systems of information flow and feedback, or to review these processes as an external assessor. The note outlines the steps of the feedback loop, and give advice on how to use it.
The Poor and Their Money: An Essay About Financial Services for Poor People
This Stuart Rutherford essay is a must-read resource for managers thinking through how financial services meet the diverse financial needs of clients. In particular, it helps financial service providers (FSPs) to flip their paradigm from “what products can we offer?” to “how can we design products to match your needs?”.
Use of Loans, Profits and Savings over time: SEEP/AIMS tool
The “Use of Loans, Profits and Savings Over Time” tool is composed of two distinct modules—one on loan use and the other on savings. These two modules can be used together or singularly. In both cases, individual interviews are used to find out how mature clients have used their loans, profits and savings over time. Starts on page 239 of the handbook.
Understanding clients through in-depth interviews: Imp-Act Practice Note No. 2
This Practice note provides a step-by-step guide to developing and conducting in-depth qualitative interviews of individuals in order to uncover useful information about the impact of products and services provided by the FSP. This Practice note guides the reader through the process in ten steps, including planning, data collection, analysis, presentation of findings and decision-making, emphasising the need to plan and implement the qualitative process in a way that is appropriate for each FSP and its clients.
Learning from Client Exit: Imp-Act Practice Note No. 3
This Practice note helps your FSP track and understand client exit, in a simple, low-cost way. It looks closely at what client exit can mean for your programme, and shows how you can define and measure your FSP's exit rate. It overviews tools you can use for finding out who is leaving your programme, and how these tools can help you profile the different types of leavers. The note also provides guidance on finding out why clients are exiting, and explains how to use exit information in the most effective way.
Tracking client performance: Imp-Act Practice Note No. 7
This Practice Note guides you through choices that need to be made in designing an information system that suits your needs. While there is no single system that works for all FSPs, there are some key principals and things to avoid that will help guide you through the process. In the end, the effectiveness of your monitoring will depend on how you use the information to make better management decisions.
Integrating Poverty Assessment into Client Assessment: SEEP Progress Note No. 1
This is a good resource for FSPs thinking through what “poverty” means in practice. The note broadly addresses the use of poverty assessment data in daily practice of an FSP. However, in the context of defining target clients, FSPs with explicit “poverty-focused” missions would benefit from the useful typology of poverty levels to be found in table 2.
Building Customer Loyalty: Technical Guide No. 2
This is an excellent general resource on understanding the client-FSP relationship. Part 1 makes the business case for enhancing client loyalty. Part 4 considers measuring loyalty and understanding client exit. Part 6 looks at measuring customer satisfaction. Part 7 provides helpful technical notes to the tool.
Client Satisfaction: SEEP/AIMS tool
The Client Satisfaction Tool is a focus group interview tool that will help users learn the extent to which clients are satisfied with the program and what specific changes would better meet their needs. Starts on page 275 of the handbook.
Client Exit: SEEP/AIMS tool
The Client Exit Survey seeks information about why the client left the program, as well as the client’s opinion about the program and its impact. Starts on page 209 of the handbook.
CGAP Topics: Market Segmentation and Market Research
These pages highlight the importance of each topic, offer insights from CGAP research, and recommend relevant studies, tools, and other resources.
Understanding the Financial Service Needs of the Poor in Mexico
This CGAP publication describes the findings of a CGAP study that surveyed customers to understand their financial habits and needs, as well as the role of finance in their lives. The research techniques and findings are applicable to financial service providers (FSPs) in other markets. Available in English, French and Spanish from the CGAP website.
CGAP’s Applied Product Innovation Program
This page highlights the findings from CGAP’s work in applied product innovation, which aims to understand how customer-centric design methodologies can be tailored to branchless banking in order to create better financial service offerings for the poor.