+ Mission specifics
+ Target markets (ranked by importance)
Adolescents and youth (below 18)
1
Clients living in urban areas
2
Women
3
Clients living in rural areas
3
+ Development goals (ranked by importance)
Housing
1
Increased access to financial services
1
Water and sanitation
1
Growth of existing businesses
1
Development of start-up enterprises
1
Poverty reduction
2
Employment generation
2
Health improvement
3
Gender equality and women's empowerment
4
Improvement of adult education
5
Youth opportunities
6
Children's schooling
6
+ Poverty targets
Poor clients
1
+ Governance
Has trained members of its board on social performance management
Has a formal board committee that monitors social performance
+ Range of products and services
+ Financial products and services offered
+ Credit products offered
Microcredit loans for microenterprises
1
Microcredit for household needs/consumption
1
Housing loans
1
+ Savings products offered
+ Compulsory insurance products required
Other compulsory insurance required:
1
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Janashree Bima Yojana (J.B.Y.) of Life Insurance Corporation of India
+ Voluntary insurance products offered
+ Other financial products and services offered
+ Non-financial services offered
+ Enterprise services offered
Enterprise skills development
1
Business development services
1
+ Education services offered
Financial literacy education
1
Basic health/nutrition education
1
Child and youth education
1
+ Health services offered
Basic medical services
1
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Fair Price Pharmacy
+ Women's empowerment services offered
Leadership training for women
1
Women's rights education/gender issues training
1
+ Products and services targeting the poor
Products and services specifically designed to target the poor:
Small business loan, Livelihood Loan, Water & sanitation loan
+ 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.
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).
Acceptable and unacceptable debt collection practices are clearly spelled out in a code of ethics, book of staff rules or debt collection manual.
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.)
Customers know how their information will be used. Staff explains how data will be used and seeks permission for use.
+ 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)
Equality (anti-discrimination, equal pay for men and women with equivalent skill levels)
+ Basis of staff incentives related to social performance
Outreach to remote/rural communities
Quality of interaction with clients based on client feedback mechanisms
Quality of social data collected
Client retention/drop-out rate
Portfolio quality
+ Social responsibility to the environment
+ Poverty measurement tools in use
MFI Report
