Case study

A Client Needs-Centred Approach to Financial Inclusion Measurement

Understanding how and why customers use different types of financial services

Meeting financial inclusion targets has not always led to expected outcomes. For example, the 2017 World Bank Findex survey revealed that growth in account uptake has not led to regular usage, with many accounts left largely unused. Why is this the case and what can be done to ensure active usage of financial services to achieve better consumer outcomes? Understanding people’s financial needs and how they meet those needs can help to inform these questions.

This report outlines the key findings from the pilot studies in five Alliance for Financial Inclusion (AFI) member institutions in five countries including Nigeria and Mexico, as well as highlights from smaller or partial pilots in Zimbabwe, Kenya and the Philippines. It outlines the customer centric approach to financial needs and details the methodology used in each AFI member institution / country. It further outlines the main insights and indicators that emerged from the pilot study, followed by some final conclusions and learning points.