The Social Performance Report 2012 talks about the different approaches of stakeholders to the issue of improving customer protection and increasing the focus of the sector on customer welfare. It evaluates the existing products and documents the new products that are being tested or mainstreamed, which will meet the demand of customers to a greater extent.
The report highlights the role of lenders and investors and the need for their participation in institutionalizing responsible finance practices. It takes stock of the impact of microfinance and provides insights into what microfinance institutions measure, review and use to redesign their business models in relation to responsible finance. The report looks at the changes that have taken place, the changes that are necessary and the need for stakeholder collaboration to ensure customer welfare.
|Foreword Radhika Agashe||Radhika Agashe|
|Overview-Finally Customers at the Core|
|Governance and Social Performance|
|Do Products Promote Responsible Finance?|
|Beyond the Business of Finance|
|Fair Treatment of Clients, Code of Conduct and Institutional Response-Intense Scrutiny?|
|Lenders, Investors and Donors-Are They Responsible?|
|Outreach-Are the Needy Served?|
|Community-owned Institutions and Member-centric Services|
|Outcomes and Impact of Microfinance|
|Section 1: Do MFIs Track their Business Outcomes and Impact on Customers?|
|Section 2: The Voices of Mature Clients|
|Future is About Balance-Everywhere|