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

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.
Slide Deck

Financial Innovation for Smallholder Families: Lessons from CGAP's Partnerships with Providers

CGAP's approach to understanding how financial service providers can more effectively serve smallholder families includes understanding smallholder demand for financial services and driving innovation in financial products, services, and practices.

Latest Blogs

Blog

Teller to Techie: Empowering All Employees to Act on Customer Insights

Sometimes the employees who don’t interact with customers have the greatest impact on the customer experience. Making it easier for all employees to act on customer insights can help companies grow while advancing financial inclusion.
Blog

Using a Gamified Solution to Incentivize Mobile Money Agents

Empowering mobile money agents to provide exceptional customer service can be challenging. In Indonesia, BTPN has an innovative solution that uses gamification.
Blog

Financial Innumeracy: A Global Problem for Digital Finance?

Mounting evidence suggests financial innumeracy presents a bigger barrier to financial inclusion than is often acknowledged. Here are three ways to improve numeracy.