Developing a Tool on Client Protection For and With the Clients

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