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

Digital Cash Transfers in Times of COVID-19: Opportunities and Considerations for Women's Inclusion and Empowerment

The Bill & Melinda Gates Foundation, the World Bank Group, CGAP, and Women’s World Banking, has developed a joint white paper on gender intentional digital cash transfers in the time of COVID-19, offering guidance and considerations for policymakers to support women’s inclusion and empowerment.  
Publication

Relief for Informal Workers: Falling through the Cracks in COVID-19

Informal workers are not recognized by social protection agencies and do not have the protections offered by formal sector employment, yet they make up a majority of the workforce. Many have lost income-generating opportunities due to the COVID-19 pandemic—and providing relief for these individuals is critical.
Publication

COVID-19 and Disruptions to Vulnerable Rural Livelihoods in the Sahel

The livelihoods of vulnerable rural households in fragile environments such as Niger and the wider Sahel have been strongly affected by the unprecedented circumstances of the COVID-19 pandemic. A holistic, coordinated approach by stakeholders can help create solutions that make it possible for vulnerable rural households to escape the recurring cycle of emergency food aid and greatly enhance their resilience to future shocks.

Latest Blogs

Blog

Measuring the Influence of Financial Services on Reaching the SDGs

Learn about UNCDF Impact Pathways, a tool to measure the influence of digital financial services in reaching the SDGs, in this guest blog.
Blog

How Ghana’s New Digital Finance Policy Can Drive Women’s Inclusion

Ghana launched the world's first digital finance policy earlier this year. Here are five ways the new policy can be implemented to help Ghana close its gender gap in financial inclusion.
Blog

Financial Services for Platform Workers: Lessons from Partnerships

Platforms in Kenya are partnering with licensed financial services providers to offer credit, insurance and savings to their workers. Here are some lessons emerging from these partnerships.