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

Infographic

Smallholder Households: Distinct Segments, Different Needs

This infographic showcases the three segments of smallholder households that financial service providers, government bodies, and agricultural development partners should distinguish between when designing and delivering high-value services.
Publication

Smallholder Households: Distinct Segments, Different Needs

CGAP research identifies three segments of smallholder households and uses data from nationally representative surveys of smallholder households to outline recommendations on high-value financial solutions
Infographic

Infographic: High-Saving Youth in Smallholder Households

High-saving youth in smallholder households tend to have strong savings habits and own mobile phones, and should be an important target group for financial services providers with digitally-enabled solutions.

Latest Blogs

Blog

Youth in Agriculture: A New Generation Leverages Technology

Digital financial services can help young people see a future in agriculture.
Blog

3 Ways to Deepen Our Understanding of Women’s Financial Inclusion

Researchers can shed new light on the impact of financial inclusion on women by applying three principles in their work.
Blog

Looking Beyond the Average Impact of Financial Inclusion

CGAP's review of over 100 financial inclusion impact studies shows only 1 in 5 offers important contextual information to explain results. Greater focus on context is needed to understand impact.