After decades of growth and experimentation, financial service providers (FSPs) have learned that to achieve financial inclusion and generate benefits for lower-income clients, one must be customer-centric. The products should be designed to help the poor improve lives, and service delivery must be responsible, transparent, fair, and safe. Decision-making at each level of the business should place customers at the center, to ensure solutions add value...
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DETAILS
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2014/05/01
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Brief
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90950
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1
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1
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2014/09/25
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Disclosed
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Embedding social performance management in financial service delivery
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data collection and analysis
Citation
Koning,Antonique M..
Embedding social performance management in financial service delivery (English). CGAP brief Washington, DC : World Bank Group. http://documents.worldbank.org/curated/en/723321468148169532