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Voices from Peru coverPeru’s Client Voice research included the perspectives of 1,000 current and former microfinance clients to identify consumer protection challenges and opportunities in the country. The Smart Campaign selected Peru as the market in Latin America for the Client Voices project because of its strong consumer protection regulations, recourse mechanism, and well-functioning credit reporting system. The Campaign recognizes the capacity of the market and regulation to address the gaps that emerge through the research.

Between January and July 2015, Bankable Frontier Associates (BFA) and Datum International, a local research firm, conducted qualitative and quantitative research. Peruvian clients of savings and loan institutions, cooperatives, and NGOs offering group loans participated in the qualitative research. The quantitative research included 550 current clients and 450 former clients.

Peru has a favorable environment for financial services, in recent years earning the top spot in the Economist Intelligence Unit’s Global Microscope rankings. Although a strong government consumer complaints institution (INDECOPI) exists, Over-Indebtedness, Transparency, and Fair and Respectful Treatment emerge as the most relevant Client Protection Principles of concern to clients in Peru. Addressing these concerns requires a market-level approach that takes into consideration the unique role that regulators, the microfinance industry, and clients themselves each must play.

This page contains the results of the initial qualitative research, the follow-up quantitative survey, and the final country report which weaves both pieces together. This page also includes the raw, anonymized data from the quantitative survey along with the survey instrument.

pdfDownload the Country Report (English) »

pdfDownload the Country Report (Spanish) »