Clients on Client Protection

This report describes the evolution of MicroSave's ServQual, a qualitative market research tool to gain clients insights on Smart Campaign's client protection principles (CPPs). It presents results from the research including clients' perspective on the relative importance of each of the CPPs, and performance of organizations in implementing CPPs. MicroSave conducted this research in India, Bangladesh, and the Philippines from February to April 2012 with 357 clients. ServQual tool contains questions to guide the discussion of each principle. Clients in all three countries considered all 7 CPPs as important. Clients in India and the Philippines ranked fair and respectful treatment of clients as the most important principle followed by transparency. The Note highlights various uses of ServQual tool as follows:

• Smart Campaign can use ServQual to gather client inputs on CPPs and refine these principles to improve effectiveness;
• Financial service providers can use ServQual to obtain inputs from clients on implementing these principles;
• Support organizations can use ServQual to develop content and methodology to help financial service providers educate clients on principles that have low awareness levels.