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.

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