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The Feedback Loop- A Process for Enhancing Responsiveness to Clients Or, What Do We Do With All This Client Data?

Author: Michael McCord
Published: April 17, 2002


MFIs usually undergo impact assessment reviews and evaluations but rarely do these studies leading to substantive changes within their institution.

This paper highlights the results of the feedback processes at five ImpAct partner institutions– a bank focusing on the low-income market, two group-based microcredit institutions, a set of member- owned financial institutions, and a savings and credit microfinance institution.

The paper builds on the Ford Foundation impact study and examines the lessons learnt for institutionalising the feedback into the MFIs’ systems and products. Further, it makes recommendations on how to complete the feedback loop and accordingly develops a toolkit/checklist to help MFIs use the data they (and their evaluators) collect to make and implement responsive decisions/changes within the organisation.

Tags: Financial services , Ford foundation , Microfinance , Customer service , MicroSave

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