With limited financial resources and few service options, microfinance clients are particularly vulnerable to corruption and unscrupulous business practices. The principle of ethical staff behavior aims to ensure that financial service providers maintain high ethical standards in their interactions with microfinance clients. Adequate safeguards must be in place to detect and correct corruption from staff or mistreatment of clients. Developing and maintaining an ethical corporate culture requires that an organization […]
CARE Bangladesh through its microfinance project called INCOME III aims to increase access to financial services for the poor in Bangladesh. Improved access allows the poor to save and borrow money to meet their investment and consumptions needs. Access to microfinance has a strong correlation with poverty reduction. The INCOME III project operates in urban and per-urban areas of three big cities viz. Dhaka, Chittagong and Khulna with more than […]
In recent years, practitioners as well as policy makers have realized that financial literacy is akey dimension of financial inclusion. Extensive efforts at increasing the supply of financialservices often do not yield adequate results due to a lack of financial knowledge amongstthe population. Dr D Subbarao, Governor of the Reserve Bank of India, has drawn attentionto the key role of financial literacy in promoting inclusion by observing “Financial literacy and […]
This presentation covers areas of credit bureau adoption such as engagement with MFIs, bureau adoption and penetration, technology, products, impact and future trends.
Women’s World Banking (WWB) network members believe that microfinance should work for poor women,and be financially sustainable. Over the last four years,the WWB global team has worked with network leaders to undertake customer surveys and focus groups to better understand what poor women and men value as customers of microfinance services. This research is used to improve existing products and services, and to design new product offerings. This What Works […]
Arohan is a Kolkata based micro finance institution catering to economically active poor women in andaround Kolkata through the provision of loans. Arohan believes that success lies in being customercentric. A formal customer satisfaction survey is part of the processes it has set up to hear what thecustomer has to say. Since it commenced operations in April 2006, Arohan has reached a customerbase of 68,000 and a loan portfolio of […]
The importance of customer loyalty and customer satisfaction has become increasingly apparent to microfinance practitioners as the microfinance industry has matured during recent years. In the past three years, Centenary Rural Development Bank has grown by nearly 300% in terms of total assets and number of customers served. This dramatic growth has in part resulted from the use of many of the customer service oriented policies presented in this technical […]
“Smart Lending: Client Protection in the Grameen-Style Group Lending Process” is a tool for MFIs that want to incorporate good client protection practices into their group lending process. The tool is applicable to Grameen-style “group of groups” credit methodology and was developed specifically for Indian MFIs. The group lending process is segmented into five key phases: (1) Client Recruitment & Application, (2) Compulsory Group Training & Group Recognition Test, (3) […]