E/M-Banking Volume IV: Optimizing Performance and Efficiency Series

This compendium of Notes examines various aspects of costing and pricing of electronic or mobile banking (e/m-banking), from the perspective of users, intermediaries and banks. It is based on work done by MicroSave with different financial institutions, agent network managers (ANMs) and business correspondent network managers (BCNMs). It is part of MicroSave’s Optimizing Performance and Efficiency Series (OPE Series), which brings together key insights and ideas on specific topics, in order to provide microfinance practitioners with practical and actionable advice. The compendium includes insights gained from customer and channel satisfaction surveys conducted over a long period using MicroSave’s Customer and Channel Satisfaction Measurement and Management tool. It takes a practical approach to issues, analyses them and offers possible options.