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Promoting Inclusive Markets and Financial Systems

FINCA Social Performance Tools

FINCA Social Performance Tools

Summary

FINCA utilizes four main tools to collect detailed information on our social performance and relationship with clients. The most comprehensive tool is FINCA’s Client Assessment Tool or FCAT. Now in its sixth year, the FCAT has been conducted with each of FINCA’s 21 Affiliates across 5 continents. The FCAT is implemented with approximately half of FINCA’s network each year and thousands of detailed client interviews have been conducted. Recently, three shorter Customer Relationship Management (CRM) tools were developed from the larger FCAT survey. These topic specific surveys can be conducted morefrequently by Affiliates and used to rapidly determine not only clients’ standard of living but also their satisfaction with FINCA.



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