Embedding Social Performance Management in Financial Service Delivery

Koning, Antonique ; Wardle, Leah

World Bank, Washington, DC

关键词: ACTION PLAN;    BORROWER;    BUSINESS CASE;    BUSINESSES;    CERTIFICATION STANDARDS;   

RP-ID  :  90950

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

After decades of growth andexperimentation, financial service providers (FSPs) havelearned that to achieve financial inclusion and generatebenefits for lower-income clients, one must becustomer-centric. The products should be designed to helpthe poor improve lives, and service delivery must beresponsible, transparent, fair, and safe. Decision-making ateach level of the business should place customers at thecenter, to ensure solutions add value to people'slives. Some FSPs are customer-centric: their systems,processes, and employees help build loyalty, trust, andlong-term relationships with customers. Others find itchallenging, especially when serving low-income customer segments.