Case study

Listen in Order to Protect Clients

Assessing the performance of a Filipino microfinance NGO on client protection principles

This MicroSave Briefing Note No. 146 presents the results of a client-perception study conducted on the clients of ASKI, a microfinance NGO based in the Philippines. The study intended to understand how the clients were treated by the ASKI branch staff and obtained their feedback on Smart Campaign's client protection principles (CPPs) and rated the institutions level of adherence to the CPPs. Key findings include:

  • Top three of the seven CPPs rated by clients are fair and respectful treatment of clients, appropriate product design and delivery, and transparency;
  • Requests were made for CPP assessment across all the branches. This was duly noted and acted on by the management by adopting CPP assessment involving clients as a regular research activity of the R&D department;
  • Clients were unaware of the feedback mechanism. This was acted on through Campaign collaterals displayed in branch offices, and by ensuring the conducting of policy orientation during field visits.

About this Publication

By Ledesma, J.M. & Obedoza-Pangan, A.