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Muktinath Bikas Bank Group Training Manual: Supporting Informed Client Decisions
Social performance management case study on Nepalese bank's client training manual
Beyond Good Intentions: Measuring Impact Investment and Social Performance in Microfinance
Analyzing the link between the social mission and funding structure of MFIs
Technical Guide: Performance and Social Indicators for Microfinance Institutions
Explanation of the industry’s 18 most commonly used performance indicators
Peoples Bank of Caraga in Philippines Listens to Members: Customer Satisfaction Survey
Lessons on improving the effectiveness of the survey tool in relation to SPM Universal Standards
FINCA Azerbaijan: Transforming Clients’ Complaints into Loyalty for Life
Case study on developing client complaint handling mechanisms
FinDev Azerbaijan: Retaining Key Staff Through a “Pay for Performance” Culture
Case study on a new staff performance appraisal system and salary compensation scheme
The Synergies between Mobile, Energy and Water Access: Africa
Evaluating ways in which mobile penetration can improve basic services in the lives of Africans
The Synergies between Mobile, Energy and Water Access: Asia
Evaluating ways in which mobile penetration can improve basic services in the lives of Asians
Al Majmoua Client Satisfaction and Client Exit Surveys
Case study on Lebanese NGO's implementation of social performance management standards