Microfinance Client Digital Financial Service Readiness

Project background

For financial institutions, introducing new technological solutions to digitalize the customer experience is the hot new trend. While for many clients, this means a higher quality of interactions with the financial institution (in terms of time and effort), for others it is an unwelcome change. It is crucial for each financial institution to understand their own clients’ digital capabilities, behaviors, presence in the cyberspace, as well as their needs for more a more tech-driven interaction before embarking on the digitalization journey.

Project objectives 

The overall objective of this program is to support MFIs to learn about clients’ digital habits, capabilities and needs.

The specific objectives of the project include developing and testing MFI research tools and to assist MFIs in implementing client research.

Project outputs

“How to research clients on their digital readiness? Practical guide for MFIs” – DOWNLOAD NOW

The practical guide consists of set of questions, which help MFIs understand how they can use Internet and mobile solutions to reach out to bigger number of clients, build online sales channel, improve efficiency of lending process or communication with existing clients.

The questions, which should be asked to clients, are accompanied by a simple guide on how to organize the research, to obtain most relevant and objective information.

The practicality of this guide is possible due to support of MFC member, Faer IFN from Romania, which decided to conduct the pilot research together with MFC. Furthermore, two other members’ experience sharing contributed to this guide development: EKI from Bosna and Herzegovina and Hope for Ukraine, from Ukraine.

Project status: active

Project duration: 2018-2021

Project regional focus:

EU countriesAustria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania , Slovakia, Slovenia, Spain, Sweden, United Kingdom

and Albania, Montenegro, Serbia, Turkey, Republic of North Macedonia, Iceland, Norway

Key activities 

  • Development of research tools: questionnaire, in-depth interview guide, focus group discussion guide
  • Selection of MFIs to test the research tools
  • Support to MFIs to conduct client research
  • Analysis of feedback after tool tests
  • Presentation of final set of research tools and implementation guide.

Project news


The European Commission (EC)



This initiative has received financial support from the European Union Programme for Employment and Social Innovation “EaSI” (2014-2020). For further information please consult: http://ec.europa.eu/social/easi