Photo by Ullas Kalappura, 2017 CGAP Photo Contest Photo by Ullas Kalappura, 2017 CGAP Photo Contest

Customers

The number of people with access to a financial account is steadily rising. Globally, 69 percent of adults in 2017 had accounts, up from 51 percent in 2011. But there are stark differences among countries—China and India are at 80 percent, while Pakistan and Sierra Leone have only 22 percent of adults banked. And the gender gap in account use is unchanged over the past decade at nine percentage points worldwide. Moreover, one in three people in developing countries had not used their accounts over the past year, according to the 2017 Global Findex.

CGAP's work on customers seeks to better understand the financial lives of poor people, particularly women, youth, and the forcibly displaced, among other vulnerable segments. What we learn will help financial services providers design products and services that better meet the needs of low-income people. We believe that creating value for customers increases account uptake and use, which in turn gives poor people more opportunities to improve their well-being. Providers also benefit because customers who see the value in services offered tend to be more loyal, use more financial products, and generate more revenue for providers.

Latest Research

Publication

Addressing Gender Norms to Increase Financial Inclusion: Designing for Impact

To advance women’s financial inclusion and economic empowerment, funders and market facilitators need to acknowledge gender norms and understand how they limit women’s ability to access, use, and benefit from financial services.
Slide Deck

Financial Solutions for Women in Rural and Agricultural Livelihoods

This deck synthesizes CGAP research and insights on the constraints faced by women in rural and agricultural livelihoods (WIRAL) and the opportunities for service providers and funders to add value to their lives and livelihoods.
Publication

Business Her Own Way: Creating Livelihoods Through Informal Online Commerce

This Focus Note outlines the characteristics of IOC, maps the personas of the women who engage in it, and provides guidance to funders looking to support women to generate livelihoods through IOC.

Latest Blogs

Blog

Let’s Talk About Resilience

While the need to expand opportunity for the poor has historically animated the financial inclusion community, it is high time we recognize the equally critical role of resilience building and expend similar effort in service of that goal.
Blog

No Time to Waste: Financing Biodigesters to Save Time for Rural Women

Sistema.bio has been expanding rural women's access to biodigesters, saving women time and creating economic opportunities. The secret? A financing option and a gender-intentional sales approach.
Blog

Pakistan: Gender-Intentional Policy Can Make Agent Banking Work Better

Many women in Pakistan remain financially excluded, partly because social norms limit their access to banking agents. Policy makers and regulators can help change this with a gender-intentional approach to agent banking.