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

Business Her Own Way: Creating Livelihoods Through Informal Online Commerce

This Focus Note outlines the characteristics of IOC, maps the personas of the women who engage in it, and provides guidance to funders looking to support women to generate livelihoods through IOC.
Slide Deck

Micro and Small Enterprise Finance: Examining the Impact Narrative

Micro and small enterprises are a vital part of the livelihoods and resilience strategies of poor households across emerging markets. This deck reviews existing impact literature and identifies key knowledge gaps.
Publication

Elevating the Collective Consumer Voice in Financial Regulation

Exploring the potential impact of incorporating the collective voice of consumers into financial sector policy and regulation, and opportunities for funders to help elevate these voices.  

Latest Blogs

Blog

Pitfalls in MFI Digitization: Not Listening to the Customer

Customer centricity is key to ensuring a microfinance institution's digital solutions actually meet customer needs -- and there's ample evidence it's good for business. Yet many microfinance institutions overlook this critical aspect of digitization.
Blog

Forging Her Own Path: Women and Informal Online Commerce

A growing number of financially excluded women are running businesses over social media platforms to improve their lives. What What does this mean for women's financial inclusion?
Blog

5 Ways Gender Lens Investors Can Deepen Impact on Financial Inclusion

Gender lens investing is becoming a more popular way to invest in financial inclusion. Here are five ways funders can set themselves up for success and use this approach for greater impact.