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

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.
Publication

High-Saving Youth in Smallholder Households: An Untapped Market

Financial service providers can leverage the strong savings habits of youth in smallholder families and their access to mobile phones to develop digital products that better meet their needs and aspirations.
Publication

Executive Summary – CGAP National Surveys of Smallholder Households

Each short section in this summary complements CGAP data and insights for each country and addresses what the data tells us and what this means for FSPs and others.

Latest Blogs

Blog

Does Financial Inclusion Impact the Lives of the Poor?

A growing body of evidence is emerging on financial inclusion. The lack of a cohesive, nuanced story to bring the evidence together is leading to wildly different and overly simplistic interpretations.
Blog

Could e-Commerce Bring Women’s Financial Inclusion in Bangladesh?

Closing the financial inclusion gender gap is about more than account access. It’s about making sure accounts unlock real opportunities for women. In Bangladesh, linking mobile money to informal e-commerce could meaningfully advance women’s financial inclusion.
Blog

8 Lessons from Using a Messaging Platform to Support Digital Payments

Here are eight insights on how to use messaging platforms to increase financial literacy among smallholders.