+ Mission specifics
+ Target markets (ranked by importance)
Women
1
Clients living in rural areas
2
Clients living in urban areas
3
+ Development goals (ranked by importance)
Increased access to financial services
1
Growth of existing businesses
2
Gender equality and women's empowerment
3
Poverty reduction
4
Employment generation
5
Development of start-up enterprises
6
Children's schooling
7
Housing
8
Improvement of adult education
9
Health improvement
10
+ Poverty targets
Very poor clients
Poor clients
Low income clients
+ Governance
+ Range of products and services
+ Financial products and services offered
+ Credit products offered
Microcredit loans for microenterprises
Loans for agriculture
Loans for education
Housing loans
+ Savings products offered
+ Compulsory insurance products required
Compulsory credit life insurance
+ Voluntary insurance products offered
+ Other financial products and services offered
+ Non-financial services offered
+ Enterprise services offered
Enterprise skills development
Business development services
Networking with institutions and between clients
+ Education services offered
Financial literacy education
Basic health/nutrition education
basic legal education, citizen education, new technologies
+ Health services offered
+ Women's empowerment services offered
Women's rights education/gender issues training
Counseling/legal services for female victims of violence
Héritage
+ Products and services targeting the poor
Products and services specifically designed to target the poor:
Solidarity group loans, improvement of adult education, basic health education
+ Social responsibility to clients
+ Client protection principles in use
The loan approval process requires evaluation of borrower repayment capacity and loan affordability. Loan approval does not rely solely on guarantees (whether peer guarantees, co-signers or collateral) as a substitute for good capacity analysis.
Internal audits check household debt exposure, lending practices that violate procedures including unauthorized re-financing, multiple borrowers or co-signers per household, and other practices that could increase indebtedness.
Productivity targets and incentive systems value portfolio quality at least as highly as other factors, such as disbursement or customer growth. Growth is rewarded only if portfolio quality is high.
Prices, terms and conditions of all financial products are fully disclosed to the customer prior to sale, including interest charges, insurance premiums, minimum balances, all fees, penalties, linked products, third party fees, and whether these can change over time.
Staff is trained to communicate effectively with all customers, ensuring that they understand the product, the terms of the contract, their rights and obligations. Communications techniques address literacy limitations (e.g. reading contracts out loud, materials in local languages).
The organization's corporate culture values and rewards high standards of ethical behavior and customer service.
A mechanism to handle customer complaints is in place, has dedicated staff resources, and is actively used. (Suggestion boxes alone are generally not considered adequate.)
+ Cost of services to clients
Declining balance interest method
+ Social responsibility to staff
+ Human resources
Transparency on salary (a clear salary scale based upon market salaries)
Benefits (medical insurance, pension contribution)
Protection at work (safety, anti-harassment)
Equality (anti-discrimination, equal pay for men and women with equivalent skill levels)
Consultative commission for staff, annual staff retreat (weekend at a hotel), subsidized loans for staff
+ Basis of staff incentives related to social performance
Ability to attract new clients from target market
Client retention/drop-out rate
Portfolio quality
Reimbursement rate and renewal rate
+ Social responsibility to the environment
+ Poverty measurement tools in use
Per capita household expenditure
MFI Report
