SPM Essentials Module 7 Client Assessment Tools Assessing

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SPM Essentials Module 7: Client Assessment Tools

SPM Essentials Module 7: Client Assessment Tools

Assessing Social Performance Intent & Design Internal Systems/ Outputs Impact Activities Results Process Audit

Assessing Social Performance Intent & Design Internal Systems/ Outputs Impact Activities Results Process Audit Tools Outcomes Rating Tools Client Assessment Tools

Client Assessment Tools • Purpose: Assess social performance outcomes at the client level. Including:

Client Assessment Tools • Purpose: Assess social performance outcomes at the client level. Including: changes in poverty and quality of life indicators as well as satisfaction. • Motivation: To know: Who are our clients? Are we affecting them? How can we prove it to others? Are clients satisfied? How can we improve our products and services? • Types: Poverty assessment, food security survey, client satisfaction surveys, exit surveys, focus groups, participatory wealth ranking, and others.

Uses of Client Assessment Tools • • Track performance against targets Signal early warnings

Uses of Client Assessment Tools • • Track performance against targets Signal early warnings Segment the portfolio Help clients & staff reflect on changes in lives over time • Analyze clients’ use of services • Ongoing and annual reporting

Example: Client Exit Interview • Understand why clients leave the program. • Improve products,

Example: Client Exit Interview • Understand why clients leave the program. • Improve products, services, and delivery to reduce client exit. 1. Did you experience problems with either of the following: - Your loan officer or other staff? Explain: - Your group members? Explain: 2. During your time with the institution, did your business…. . ? - Grow significantly - Grow a little - Stay the same - Diminish significantly

Example: Poverty Assessment Tools • Measure the relative or absolute poverty level of clients

Example: Poverty Assessment Tools • Measure the relative or absolute poverty level of clients • Profile clients at entry and exit • Track changes in poverty over time • Use for targeting & client placement into programs

Example: Progress out of Poverty Index (PPI)

Example: Progress out of Poverty Index (PPI)

Conclusions • Client assessment tools allow MFIs to understand their clients and tailor their

Conclusions • Client assessment tools allow MFIs to understand their clients and tailor their products and services to meet client needs. • Poverty assessment tools allow MFIs to assess their clients poverty levels and how they change over time. • Client exit and satisfaction tools give MFIs a feedback mechanism to make improvements and avoid pitfalls.