MicroSave conducted Client Research on Client Protection in three countries – India, Bangladesh and the Philippines – during February 2012 to April 2012 with 357 clients. For the purpose of research, MicroSave developed a qualitative market research tool – ServQual – to gain clients insights on CPPs. This report presents (a) the evolution of the research tool, (b) results from the research including clients’ perspective on relative importance of each of the CPPs and performance of the organisations in implementation of CPPs, and (c) suggestions on the way forward.

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