Publications

Voice of the Client: An Analysis of Client Satisfaction and Consumer Protection Across Four MFIs in Peru

26 Feb 2016
  • Jacqueline Foelster
  • Armonia Pierantozzi
  • Micol Pistelli

This report presents the findings of the Voice of the Client project in Peru, the second phase of a joint initiative developed by Hivos and MIX with the objective to strengthen the application of Client Protection Principles in the microfinance sector and ensure that financial services are tailored to meet client needs.  This initiative leverages mobile technology for microfinance institutions (MFIs) to proactively reach out to clients to uncover potential issues affecting their […]

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My Turn to Speak: Voices of Microfinance Clients in Benin, Pakistan, Peru and Georgia

26 Feb 2016
  • Sushmita Meka
  • Caitlin Sanford

The Smart Campaign, a global organization working to promote a set of Client Protection Principles in the financial inclusion sector, has long recognized that client perspectives were underrepresented in consumer protection discussions. With the Client Voices project, the Campaign questioned whether assumptions made about what constitutes problematic treatment rightly reflected what clients themselves worry about. To address this gap, the Campaign launched the Client Voices project, an ambitious research endeavor […]

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Bringing Client to the Centre: A consolidated report on client protection practices in Pakistan’s microfinance sector

12 Feb 2016
  • Saba Abbas

This collated “State of Practice in Client Protection” report documents and consolidates findings from seventeen Client Protection assessments of Pakistan Microfinance Network’s member organizations. These assessments were conducted over a period of three years (2013-2015) under the Client Protection Initiative (CPI). The Client Protection Initiative (CPI) was a 3-year project funded under State Bank of Pakistan (SBP) Financial Inclusion Program (FIP), which kicked off in January 2013 and ended in […]

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2015 Mobile Insurance and Risk Framework Assessment in Ghana

12 Feb 2016
  • Advision Finance
  • Amarante Consulting
  • GIZ

Mobile insurance (m-insurance) is an innovative line of insurance products, whereby the mobile networks are used to deliver one or multiple components of insurance for the mass market. In Ghana, m-insurance plays an important role in the microinsurance sector. Approximately 60% of lives (as of 2014) are insured by microinsurance products delivered via mobile insurance. Mobile insurance models could be either strategic (Mobile Network Operator (MNO) offers insurance under its […]

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The mobile banking customer that isn’t: drivers of digital financial services inactivity in Cote D’Ivoire

12 Feb 2016
  • Susie Lonie
  • Meritxell Martinez
  • Rita Oulai
  • Christopher Tullis

Côte d’Ivoire is the largest Digital Financial Services market in the West African Economic and Monetary Union. In 2014, Côte d’Ivoire accounted for over 50 percent of the value deposited into mobile money accounts in the region. However, in common with many markets across the globe, Côte d’Ivoire has a high level of inactive DFS accounts that have not been used for over 90 days. While there are wide differences […]

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Effective Codes of Conduct: A Guide for Microfinance Associations

12 Feb 2016
  • Dominique Brouwers

Seven-step process to develop, implement and maintain a Code of Conduct The objectives of this guide are to assist microfinance associations in the development and implementation of effective Codes of Conduct (CoCs) and to support monitoring of their members’ compliance with the CoC. This guide outlines a practical and cost-effective seven-step process that an association can follow to put in place and maintain an effective CoC. Links to real examples […]

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