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What Makes ServQual Distinctive Tool for Client Protection
Gaining insights on client protection by listening to clients voices
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MicroSave's Briefing Note 126 discusses the MicroSave Client Protection Principles (CPP) ServQual tool. It highlights the tools distinctive characteristics that help in unveiling clients' insights on client protection. The Note states that ServQual tool is effective in bringing clients' voices on client protection to the fore, when used correctly. Bringing out clients' voices using qualitative research can provide insights for service providers, support organizations, the Smart Campaign, and policy makers. ServQual tools distinctive features enable it to:
- Bring out clients voices;
- Help in decision-making for financial service providers;
- Combine quantitative scoring and qualitative research techniques.
The Note identifies sample size and type of group, moderators skills, and market research skills as pre-requisites for using the tool effectively.
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