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

Using Satellite Data in Financial Inclusion

Financial services providers that see an opportunity to reach financially excluded people in rural areas can use new technology to remotely gather and analyze data on potential customers. This guide explains foundational concepts of machine learning and how FSPs can apply those methods.
Publication

Data-Driven Segmentation in Financial Inclusion

Financial services providers can improve their businesses by using segmentation to develop a more accurate understanding of their customers. This guide shows providers how they can use data analytics to understand their customers by performing more complex analyses and extracting insights that were previously hidden.
Publication

Credit Scoring in Financial Inclusion

Statistical models can help lenders in emerging markets standardize and improve their lending decisions. This guide emphasizes that the effectiveness of data analytics approaches often involves building a broader data-driven corporate culture.

Latest Blogs

Blog

Inclusive Growth vs. Household Finance: A False Choice

What’s better for inclusive economic growth: expanding access to financial services among individuals or businesses? Emerging evidence suggests they’re both critical.
Blog

Sports Betting: Highway to Hell or On-Ramp to Digital Finance?

Sports betting is pervasive in Africa. What impact is it having on how youth use digital financial services?
Blog

3 Principles for Funders of Youth Financial Inclusion

How can donors promote financial inclusion in a way that creates jobs for youth? Here are three guiding principles, based on the Mastercard Foundation's experience in Africa.