Photo by Ullas Kalappura, 2017 CGAP Photo Contest Photo by Ullas Kalappura, 2017 CGAP Photo Contest

Customers

The number of people with access to a financial account is steadily rising. Globally, 69 percent of adults in 2017 had accounts, up from 51 percent in 2011. But there are stark differences among countries—China and India are at 80 percent, while Pakistan and Sierra Leone have only 22 percent of adults banked. And the gender gap in account use is unchanged over the past decade at nine percentage points worldwide. Moreover, one in three people in developing countries had not used their accounts over the past year, according to the 2017 Global Findex.

CGAP's work on customers seeks to better understand the financial lives of poor people, particularly women, youth, and the forcibly displaced, among other vulnerable segments. What we learn will help financial services providers design products and services that better meet the needs of low-income people. We believe that creating value for customers increases account uptake and use, which in turn gives poor people more opportunities to improve their well-being. Providers also benefit because customers who see the value in services offered tend to be more loyal, use more financial products, and generate more revenue for providers.

Latest Research

Publication

Exploring Blockchain Applications to Agricultural Finance

Learn about how distributed ledger technologies can be applied to agricultural finance in developing countries.
Publication

Using Satellite Data to Scale Smallholder Agricultural Insurance

Smallholder families that use agricultural insurance can increase investments in more productive farming and nonfarming ventures as they feel more confident in managing related risks. However, significantly scaling the use of agricultural insurance among smallholders has been difficult in many parts of the world, especially in Africa.
Publication

Customer-Centric Guide

The CGAP Customer-Centric Guide explores challenges, strategies, and actions that lead to value for the business and for the customer.

Latest Blogs

Blog

Financial Innumeracy: A Global Problem for Digital Finance?

Mounting evidence suggests financial innumeracy presents a bigger barrier to financial inclusion than is often acknowledged. Here are three ways to improve numeracy.
Blog

4 Regulatory Enablers for Digital Finance: A Gender Perspective

If implemented with gender in mind, the basic regulatory enablers of digital finance can increase women's financial inclusion.
Blog

Listening to the Voice of the Customer: Social Media and Beyond

Financial services providers can engage customers in new and exciting ways on social media, but call centers and other types of direct interaction still matter.