Library Publications A Question of Trust - Mitigating Customer Risk in Digital Financial Services

A Question of Trust - Mitigating Customer Risk in Digital Financial Services

22 Jun 2015 2153
Download Resource
Customer risk mitigation in digital financial services (DFS) matters – not just ethically, but also for the scaling of the business. Protecting the customer and minimising the risks as he/she uses the service is essential to build and maintain trust. This paper synthesises four studies examining customer experience in Bangladesh, Colombia, Philippines and Uganda. It highlights that system downtime, agent illiquidity, agents charging unauthorised fees, the fear of sending money to the wrong number and unresponsive customer care centres all eat into the credibility of digital finance offerings. For many prospective (and some existing) customers, basic levels of service are hygiene factors that will determine whether to use the service at all. For others, good quality customer service is the difference between extending and expanding their use of the service beyond basic over the counter transactions (OTC) and into higher value add services.
Read More

Comments

  • Write your Comment

other library sections

other categories

Popular Publications

Tags