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Jacqueline Foelster, Armonia Pierantozzi, and 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 level of satisfaction with the suite of products and services offered.
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.