How can a microfinance institution put client protection into practice? Start the process by listening to clients and staff. The experience of ASKI from the Philippines showcases a culture of listening that is helping the organisation deepen staff members’ understanding of, and increasing responsibility to clients’ welfare. With the use of a simple Servqual tool developed by MicroSave, ASKI has not only strengthened its capacity to listen. It has also increased its ability to process and feed relevant information to management for decision making and action to benefit its clients.

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