ENHANCE CUSTOMER SERVICES FOR PROBLEM RESOLUTION AND PRODUCT INNOVATION

We will encourage and support investees to enhance customer services for feedback, effective problem or complaints resolution in a timely and responsive manner (including redress mechanisms) to build and sustain customer trust and improve the design and delivery of products and services.

  • Support the establishment of customer care services (call center) with responsive mechanisms for complaints
    resolution both to resolve individual problems and to improve/tailor products based on ongoing customer
    feedback throughout relationship.
  • Encourage informing customers’ of their rights and obligations, including how to complain, who to call, how to
    register a complaint and the time towards resolution.
    Promote tailoring, innovations in product design, and flexibility. Track, monitor and analyze customer
    complaints to improve products and services. Investors may support investees through technical assistance to
    pioneer innovations, such as digital tools that allow providers to have an insightful conversation with
    customers before, during and after borrowing cycles to improve product suitability and customer
    segmentation.