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

Reading Deck

The Evolution of the Nature and Scale of DFS Consumer Risks: A Review of Evidence

While digital financial services have delivered substantial financial inclusion benefits and unlocked life-changing opportunities for consumers, CGAP’s latest research finds that they have exacerbated existing consumer risks and continue to introduce new and ever-evolving risks—some outgrowing consumer adoption rates.
Publication

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.
Publication

Addressing Gender Norms to Increase Financial Inclusion: Designing for Impact

To advance women’s financial inclusion and economic empowerment, funders and market facilitators need to acknowledge gender norms and understand how they limit women’s ability to access, use, and benefit from financial services.

Latest Blogs

Blog

The Pandemic Wake-Up Call: Gender Norms Matter in Financial Inclusion

COVID-19 is the latest reminder that the norms constraining women’s economic participation need to be addressed in global development efforts, including in financial inclusion.
Blog

Savings at the Pump: Financing Solar Irrigation to Support Rural Women

Solar water pumps can be a sustainable, low-cost solution for irrigating farms. Asset financing from organizations like PEG Africa could help more women to obtain these cost- and time-saving tools.
Blog

Break the Bias: Evidence Shows Digital Finance Risks Hit Women Hardest

CGAP has identified dozens of consumer risks facing digital financial services users around the world, and emerging evidence suggests women are more at risk than men. Here are some ways to mitigate these risks for women.