Generating greater value for customers is good for business. Research from a developed market context has found that customer retention leads to a decrease in operating costs, while a decrease in customer satisfaction leads to a decrease in return on investment.
This fourth annual Global Microfinance Equity Valuation Survey Report provides benchmarks for the valuation of microfinance equity, both private and publicly listed, to promote market transparency and identify industry trends.
CGAP has an ongoing focus on branchless banking in India and on G2P globally. This document is a useful overview that provides a structured framework for thinking about the complexity of G2P across various actors.
CGAP contracted with an in-country microfinance expert to assess the Indian consumer protection policy environment for low-income and/or inexperienced customers. This report is based on the findings of interviews conducted as well as desk research.
India boasts a vibrant and fast growing economy with sophisticated banking and technology sectors. Nevertheless, most banks are not highly motivated to use branchless banking because they generally see branchless banking as a corporate social responsibility with limited-to-nonexistent business potential.
As part of the Consultative Group to Assist the Poor’s (CGAP’s) work on customer empowerment, a series of consultations with financial services customers is being undertaken to try to understand the customer perspective on “customer empowerment.