Client Assessment Valuable in Widely Different Circumstances

Publication Date: Jun 2006
Published by: Small Enterprise Education and Promotion (SEEP) Network
Document Type: Newsletter

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Can client assessment catalyze the improvement of institutions and services?

This newsletter from the SEEP Network details case studies of two microfinance institutions (MFIs) that participated in the “Putting Client Assessment (CA) to Work” program.

The newsletter first examines how Action contra la Misere (ACLAM), in Haiti used CA activities to help it survive political violence and a devastating hurricane in 2004. It discusses the following aspects of ACLAM’s CA:

• Features:
  • Consultation with staff and management;
  • Survey of experienced clients;
  • Focus group discussions.
• Results:
  • Increase in loan terms and loan sizes;
  • Incorporation of loan service fee in to monthly payments;
  • Rescheduling of loans for clients unable to repay under existing terms;
  • Increase in the loan officers’ concern for clients.

The newsletter then examines the case of CRECER, a successful MFI in Bolivia. It outlines the following aspects of the CA that CRECER undertook:

• Features:
  • Use of in-house staff;
  • Qualitative client research.
• Results:
  • Tightening of the feedback loop between the MFI and its clients and between all levels of staff and management;
  • Quick and regular distribution of client views and preferences to all staff, ensuring a better understanding of clients;
  • Increase in staff acceptance and ownership of its CA program.

The newsletter explains that despite radically different operating conditions, both institutions were able to use CA to improve their institutions and services.