The Feedback Loop: Responding to Client Needs

The feedback loop is designed to help microfianance organisations (MFOs) to collect more valuable information and use it more effectively in order to understand clients and respond to their needs. The feedback loop describes the stages that information moves through from its initial generation to the implementation of changes in products and services. By following the loop, an MFO may be more likely to consider all of the issues involved in decision-making and implementation and make more effective use of data collected

This paper outlines the eight phases of the feedback loop and presents arguments for following it. It also reviews experiences of putting the feedback loop into practice and provides case study examples and useful advice for each of the eight phases.