This note summarises the findings of a study based on a time series analysis of “MFI Use over Time” tool to examine carefully selected clients’ use of financial services over a twelve-year period. It also encapsulates the findings relating to preferences of clients for different types of institutions, products and services delivery related issues, customer care and staff behaviour. The study further dwells into the issues related to speed of services, security for hard earned money of the clients and collateral required in accessing these services.

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