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Voice of the Client: An analysis of client satisfaction and consumer protection across four microfinance institutions in India

Voice of the Client: An analysis of client satisfaction and consumer protection across four microfinance institutions in India

Date: 
October 2015
Author(s): 
Armonia Pierantozzi and Micol Pistelli

This report presents the findings of the Voice of the Client project in India, 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 MFIs. The analysis is based on data related to client protection principles which were collected from nearly 6,000 clients across four MFIs in India, namely Cashpor, Satin, Sonata, and Ujjivan.

The analysis represents a novel attempt to create benchmarks based on client-level data in the Indian market with the aim of providing MFIs 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.

If you would like to listen to a webinar recording covering the Voice of the Client project, please click here.

Read our post "MFIs: Are Your Customers Satisfied?" on the Center for Financial Inclusion's blog.

Read our post "IVR: Giving Clients a Voice in Microfinance ... and Beyond?" on @lliance's blog.