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

Slide Deck

Micro and Small Enterprise Finance: Examining the Impact Narrative

Micro and small enterprises are a vital part of the livelihoods and resilience strategies of poor households across emerging markets. This deck reviews existing impact literature and identifies key knowledge gaps.
Publication

Elevating the Collective Consumer Voice in Financial Regulation

Exploring the potential impact of incorporating the collective voice of consumers into financial sector policy and regulation, and opportunities for funders to help elevate these voices.  
COVID-19 Briefing

Debt Relief in the Pandemic: Lessons from India, Peru, and Uganda

The widespread use of debt moratoria in response to the COVID-19 health and economic emergencies has succeeded in stabilizing financial systems and given borrowers all over the world immediate, if temporary, relief. This Briefing examines how the debt moratoria unfolded in India, Peru and Uganda.

Latest Blogs

Blog

How Can Financial Services Support Platform Workers?

The important question about platform work isn’t so much whether it is good or bad: it’s whether there are ways to make it better. Here are three reasons why CGAP is looking at how financial services could help improve platform workers' livelihoods.
Blog

Does PAYGo Solar Improve Women’s Lives? A Look at the Evidence

Pay-as-you-go (PAYGo) solar financing has electrified the homes of more than 100 million people. What does the available evidence say about its impact on women?
Blog

Exploring Innovative Financial Services for Rural Women’s Livelihoods

CGAP's research points to two areas where innovations in financial services can help women with rural and agricultural livelihoods increase their incomes: returns to labor and access to markets.