Client Voice

Posts about gathering, understanding, and responding to the input of farmers and other rural clients.  This can range from human-centered design of financial solutions to farmer voice in participatory evaluation approaches to rapid feedback loops and efforts to measure client satisfaction.

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Tool: Download the materials below, including presentation slides, the webinar recording, to learn how organizations such as AgDevCo and Opportunity International, are integrating both business and social goals to empower women in smallholder finance.
Marie Sow ICCO STARS
Spotlight: Across Africa, 80% of agricultural production comes from smallholder farmers, most of which are rural women. Yet, in countries like Senegal, only 20% of women have access to financial services and less than 30% of them are involved in governance for their Producer Organizations (POs). As a result, many women struggle to scale their farms and build their businesses. This blog explains how the ICCO STARS program, a Learning Lab partner, is working to address this challenge and empower female farmers through stronger access to finance.
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Community: Part 1 of ISF's and RAF Learning Lab's Pulse series shares insights and trends on customer centric approaches in the rural and smallholder finance sector.
Analysis: Smallholder asset lender Juhudi Kilimo used a cloud-based management information system to improve its operational efficiency. Then it tested a new SMS reminder initiative, which proved promising in pilot but faced challenges during rollout. Elvin Walela tells this chapter in the story of Juhudi's digital journey.
Analysis: The fourteenth briefing note in a series from the Initiative for Smallholder Finance, the Dalberg Design Impact Group (DIG) explores the causes of low uptake in digital credit for smallholders to better understand how we can develop concrete product solutions to jump-start adoption of digital credit products by them. 
Media: Listen to farmers share their perspective and experience with 15 different ICT4Ag solution providers in Kenya, Tanzania, and Ghana.
Report: Smallholder farmers are in need of inputs such as fertilizers, improved seeds and planting material, and access to finance, delivered in a stable and cost efficient system. Insights from a new report, published by IDH, the Sustainable Trade Initiative, enable service providers to create these cost-effective and scalable solutions, empowering smallholders to grow and sustain their businesses.
Tool: Speaker presentations posted from the Learning Lab's October 2016 partner gathering where financial service providers and other practitioners shared experiences and research on digitally-enabled finance and customer centricity.
Report: The AGRA financial inclusion team has been working on an assessment of the business models of fifteen ICT4Ag solution providers in Kenya, Tanzania, and Ghana. The full report, executive summary, 15 case studies, and farmer videos are now available. In this blog, Hedwig Siewertsen, AGRA's Team Leader of Financial Inclusion, summarizes some of the findings from the research.
Analysis: CGAP’s National Survey(s) and Segmentation of Smallholder Households in Mozambique, Tanzania, and Uganda explores the financial, agricultural, and digital demands of smallholder households. The surveys are a groundbreaking effort to build a representative evidence base for the demand-side of the smallholder finance equation. The links above provide access to both summary reports and full micro datasets for each country, for further analysis. This blog summarizes a few of the key themes and specific variations across the three countries.
Tool: On August 31 the Learning Lab team hosted a private webinar for partners where we shared rationale and approach to measuring customer satisfaction in the rural and agricultural finance industry. The presentation from this webinar, alongside a short summary of its learnings and the full webinar recording are now available for public viewing.
Tool: CGAP recently published a Customer Experience Playbook to help FSPs increase uptake and usage among low-income customers. Although the CX Playbook is targeted at urban clients we think there are many valuable lessons that can be applied to rural communities as well.

Client Voice

Posts about gathering, understanding, and responding to the input of farmers and other rural clients.  This can range from human-centered design of financial solutions to farmer voice in participatory evaluation approaches to rapid feedback loops and efforts to measure client satisfaction.