This case study highlights four key lessons learned from the client assessment program of the Crédito con Educación Rural (CRECER), a Microfinance Institution (MFI) that uses village-banking methodology in Bolivia.
The following questions constitute the basis of this case study. What prompted CRECER to start a systematic process for collecting client feedback? What cultural factors within CRECER allowed the institution to adopt a particularly “participatory” approach to client assessment—using field agents and other staff to collect data, holding meetings to discuss findings, and institutionalizing a feedback loop? These questions are the core of this case study.