Case Study
Application of CGAP Customer Outcomes Framework in Uganda
68 pages
This case study has applied the CGAP customer outcome indicator framework to test the impact of a new basic savings product positioned in the financial inclusion market and designed to encourage digital and/or remote account opening and transactions.
As a member of the WSBI and part of the Scale2Save program, a prominent retail bank volunteered this product for a case study. The objective was to assess if the CGAP customer outcome indicator framework could be applied as a measuring tool to determine whether or not:
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The design, positioning, performance and management of the product are working as intended.
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The product is indeed improving the lives of target customers.
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The bank is contributing to Uganda’s Financial Inclusion goals.
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Published