Developing a Tool to Assess Client Protection

Highlighting the importance of client feedback to improve MFI service

2 pages

MicroSave's Briefing Note 125 describes the steps included in MicroSave's ServQual on Client Protection Principle (CPP) tool, the various phases involved in developing, and testing the tool, and the potential of the tool to assist financial service providers to optimize their client protection and customer satisfaction.The Smart Campaign set up a Client Voice Task Force in mid 2011 to design a tool to consult clients on CPP. MicroSave took the initiative to adapt its customer service ServQual tool to CPP and pilot the tool in three countries, namely India, Bangladesh, and the Philippines. The new MicroSave tool:

Takes clients feedback on CPPs;
Allows clients to reflect on their experiences, rate the MFI on CPP adherence, and rank the importance of the seven CPPs in relation to service quality;
Promotes client education on client protection;
Is administered in four steps.

The Note states that the ServQual tool has been able to cover its stated objective. It has succeeded in providing MFI management with client feedback on how to improve customer service. Additionally, it has turned out to be a learning tool for MFI clients on CPP.