Beyond Numbers: Prizma's Exit Monitoring System

This paper presents a summary of an approach taken by Prizma, a Bosnian microfinance institution (MFI), for monitoring and understanding exiting clients so as to be more active in retaining them. Prizma developed a new exit monitoring system (EMS) for this purpose.

The paper identifies some of basic features of Prizma's EMS:

• It was set up to increase the MFI's income, help the staff to become more client focused and build a loyal client base for future;
• The EMS has three main types of analysis and reporting and its design is innovative;
• It samples drop-outs randomly.

After the evaluation of the pilot tests launched at all Prizma branches for the improvement of the EMS system, the paper recommends:

• The field staff should have interviewing and analytical skills;
• Prizma should make a new optimum sampling plan based on the organizational needs;
• Ways should be identified to reduce the relatively high costs;
• There is a need for strong standardization across interviewers;
• Incorporating staff feedback about understanding seasonal differences in the analysis phase is of utmost importance.