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

Humanitarian Cash Transfers and Financial Inclusion

Syrian refugees in Lebanon and Jordan receive more than one quarter of their humanitarian assistance in the form of cash and vouchers. But leveraging this aid delivery to connect refugees to the formal financial system requires the host country to have widespread digital financial ecosystem in place.
Publication

Is Data Privacy Good for Business?

Do poor customers value data privacy? Six experiments in India and Kenya indicated they do and are willing to pay for it. For providers, this suggests that offering products with privacy and protection features can give them a competitive market edge.
Publication

Toward a New Impact Narrative for Financial Inclusion

The global development community has debated the question of how financial services impact the lives of poor people for decades. Recently, CGAP has developed a theory of change to guide the financial inclusion community toward an updated narrative that shows the many ways financial services can impact the lives of poor people.

Latest Blogs

Blog

COVID-19: How Does Microfinance Weather the Coming Storm?

If the microfinance sector is going to survive the pandemic, we need to treat COVID-19 as the fundamental threat to the industry that it likely is. The millions who rely on inclusive finance to borrow, save and spend money are counting on us.
Blog

3 Trends in Women’s Financial Inclusion Funding

Funding for women's financial inclusion is on the rise, but just 10 percent of financial inclusion programs are identified as having a gender component, according to the CGAP Funders Survey.
Blog

Hiding in Plain Site: Informal E-Commerce Among Women in Asia

Millions of women are buying and selling goods online across Asia — but, at least in Bangladesh, Myanmar and Pakistan, they’re not transacting on e-commerce platforms. They’re using social platforms instead, often without digital payments.