Enhancing Responsiveness to Clients through the Feedback Loop 

Author: Michael McCord
Published: January 15, 2002

Abstract:

The note briefly discusses the eight phases in Feedback Loop and its significance in responding effectively to customer information. The eight phases of the loop are—information collection, information consolidation, analysis, reporting, decision making, delegation, communication, and implementation. It also draws lessons from five MFIs, which adopted this feedback loop, some of which include—client focused product innovations, improvements in systems, and issues related to time, cost and sustainability.

Tags: Microfinance institution , Customer service , Service delivery mechanisms , Financial inclusion , Microfinance , BN4 , BN 4

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