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From the February 2013 letter to the Girls’s World Banking Community:
Good Marketing campaign Consumer Safety Certification Program
Truthful remedy of purchasers is an underlying tenant of the 9 pillars that comprise the Girls’s World Banking Community Member Pledge. As a community we’re dedicated to serving purchasers via the availability of a spread of economic companies, and – extra importantly — serving them nicely; consumer safety is a key part of this imaginative and prescient. With this in thoughts, Girls’s World Banking is happy to announce our endorsement of the just lately launched Good Marketing campaign Consumer Safety Certification Program.
The Good Marketing campaign introduced consumer safety to the forefront of the microfinance business, and in the course of the previous few years has made monumental strides in growing standardized practices. The launch of the Certification Program represents one other milestone within the growth of a very client-centric microfinance sector.
Transparency initiatives and mechanisms for criticism decision are vital for girls, and gender-sensitive communications and insurance policies will be sure that girls purchasers are served successfully. As well as, we imagine that honest remedy of purchasers can transcend safety, and permit girls to see that they’re revered prospects, maybe altering their perceptions of themselves, their households and their communities.
Just like the Good Marketing campaign, Girls’s World Banking believes that consumer safety makes enterprise sense. Purchasers who’re handled with respect, and who know their suppliers adhere to excessive moral requirements are more likely to be extra loyal and decrease danger prospects. This hyperlink between monetary and social efficiency is essential to our work, as we proceed to construct the enterprise case for serving girls.
We’re proud to share with you that two of the primary MFIs to be licensed by the Good Marketing campaign are members of the Girls’s World Banking community. Please be part of me in congratulating MI-BOSPO (Bosnia and Herzegovina) and Ujjivan Monetary Companies (India) on receiving the Consumer Safety Certification. For instance, Ujjivan has taken nice strides to make sure each consumer receives correct remedy and help by implementing a number of greatest practices, together with:
- Putting Buyer Care Representatives in 220 branches.
- Creating a Complete Truthful Practices Code (CoC) to incorporate requirements really useful by the Reserve Financial institution of India, MFIN & the Good Marketing campaign.
- Displaying Truthful Apply Code posters prominently in all branches.
- Revising mortgage agreements, buyer coaching leaflets & different communications to incorporate transparency requirements.
- Implementing packages to teach employees and prospects on the Truthful Practices Code and Grievance Redressal Course of.
- Distributing “Flip Playing cards” to all prospects, which embrace criticism decision procedures and buyer Do’s & Don’ts.
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