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Savings Behaviour of Poor People in the North East of India 
This focus note explains the importance of savings services for the clients in the north east region of India and brings forth the finding that poor do save, and loose their savings in the absence of any formal source. It mulls over on savings mechanisms adopted by the poor some of which...
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Developing a Tool on Client Protection For and With the Clients

Briefing Notes Author: Anurodh Giri, Sonal Agrawal and Jesila M. Ledesma
Published: July 10, 2012

Abstract:

The Smart Campaign's Client Protection Principles aim to protect the interest of the clients in a largely unregulated MFI industry. MicroSave's ServQual CPP tool was developed to incorporate clients' perspective on the relative importance of each CPP. This note highlights the steps required to implement the ServQual tool, the rigorous process taken to develop and test the tool and the potential of the tool to assist financial service providers optimise their client protection and customer satisfaction.


Tags: South East Asia, South Asia, India, Bangladesh, Philippines, Client protection, Social performance management, Customer protection, Market research (qualitative) , Client voice task force, Client feedback, Participatory rapid appraisal tool, Focus group discussion, FGDs, MFIs, Microfinance institution, Market research, BN125, BN 125, MicroSave, Client protection principles, ServQual tool, SMART campaign

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