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

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.
Publication

Using Satellite Data in Financial Inclusion

Financial services providers that see an opportunity to reach financially excluded people in rural areas can use new technology to remotely gather and analyze data on potential customers. This guide explains foundational concepts of machine learning and how FSPs can apply those methods.

Latest Blogs

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.
Blog

Vulnerable Groups in Lebanon Cite Health as Top Financial Challenge

A study of refugees and host communities in Lebanon points to a pressing need for financial solutions to help households manage health-related shocks.
Blog

Financial Inclusion for What?

The global evidence on the impact of financial inclusion consistently shows that poor people use financial services to help them achieve two outcomes that improve their well-being: building resilience and capturing opportunities.