Searching: Research & Analysis

Customer Outcomes-Based Approach to Consumer Protection: A Guide to Measuring Outcomes

A customer outcomes-based approach to consumer protection focuses on the experiences and results of a customer’s access to and use of financial services, which are consequences of a financial service provider's (FSP) products, delivery, conduct, and practices.

TymeBank Case Study: The Customer Impact of Inclusive Digital Banking

As a fully digital retail bank in South Africa, TymeBank has created a suite of basic products that cater to the essential financial needs of low-income rural customers.

Inclusive Digital Banking: Emerging Markets Case Studies

What makes digital banking inclusive? CGAP looks at how three digital banks are innovating and driving financial inclusion: Tyme Bank in South Africa, Kotak 811 in India, and UnionBank of the Philippines.

Customer Empowerment through Gamification

Absa, a large retail bank in South Africa, introduced gamification as part of a broader strategy to increase customer understanding and awareness of digital products and channels on offer.

Financial Inclusion - Linkages to Stability, Integrity and Protection

This report introduces and develops the concept that a proportionate approach to any financial inclusion measure (and specifically to its regulatory and supervisory design and implementation) should seek to optimize the I-SIP linkages.

CGAP G2P Research Project: South Africa Report

This report covers the South Africa study in which interviews were conducted and information gathered from three government agencies, two banks, and 10 focus groups of clients.

Regulation of Branchless Banking in South Africa

This update of CGAP’s 2008 “Notes on Regulation of Branchless Banking in South Africa” incorporates research conducted by CGAP in January 2010.

Mobile-Phone Banking and Low-Income Customers

This paper presents the first public findings on how low-income people view and use m-banking, using results of a survey of 515 low-income individuals in South Africa. Three hundred of those surveyed do not use m-banking, while 215 are customers of WIZZIT, a startup mobile banking provider. WIZZIT targets the 16 million South Africans who lack or have difficulty accessing formal banking services.