Publication

Mystery Shopping for Financial Services

This Technical Guide is designed to enable policy makers with jurisdiction over market conduct issues, consumer protection organizations, and development agencies to conduct mystery shopping exercises.
Publication

Juntos Finanzas: A Case Study

This case study describes the Juntos platform, which aims to address the engagement gap between customers and providers. It describes how it works, what it can and cannot do, early results, and issues arising from initial implementations.
Publication

Supervision of Banks and Nonbanks Operating through Agents

This paper draws from research conducted in Brazil, Colombia, Kenya, Mexico, Pakistan, Peru, the Philippines, Tanzania, and Uganda to look at how providers identify, classify, and manage risks related to the use of agents and how supervisors assess providers.
Publication

CGAP G2P Research Project: Mexico Country Report

This report summarizes the findings of research conducted in Mexico on the business case for shifting Oportunidades payments to a financially inclusive scheme, from the standpoint of the payer bank, the recipients, and the program itself.