Responsible Finance Forum

Voice of the Client: Cambodia 2017

Jacqueline Foelster and Valeriia Ilginisova

This report presents the findings of the Voice of the Client project in Cambodia, a ground-breaking initiative in the microfinance industry developed by Hivos and MIX to leverage mobile technologies as a means to analyze the level of satisfaction of clients with the suite of products and services offered by their financial service providers (FSPs). The analysis is based on data related to client protection principles which were collected from nearly 2,000 clients across four FSPs in Cambodia, namely AMK, IPR, MAXIMA, and PRASAC.

The analysis represents a novel attempt to create benchmarks based on client-level data in the Cambodian market with the aim of providing FSPs and funders with actionable data sourced directly from clients that can be leveraged to address areas of weakness and improve operations accordingly. By regularly tracking how clients perceive the customer service they receive, microfinance stakeholders can design programs that can better meet client needs and preferences and, more broadly, improve their impact on the population they aim to serve.