Measuring the Performance of Alternative Delivery Channels

MIX conducted research to design alternative delivery channels performance metrics and benchmarks to enable financial services providers to assess their performance against other market actors.

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AUTHORS

Blaine Stephens

Topic

Digital Financial Services

The findings from this research highlight the demand for standard metrics to guide decision making on alternative delivery channels in a changing environment. The research also indicates that financial service providers must begin by updating their reporting systems and dashboards to track these metrics. Doing so will allow them to analyze alternative delivery channel performance within their institutions and also to contribute their data to create visibility onto the overall market.

Blaine Stephens

Former COO, MIX

Blaine serves as advisor to CFI since June 2020, where he is supporting the strategic integration of MIX and CFI. Prior to CFI, Blaine served as COO at MIX, joining in 2002. At MIX, he worked with investors, donors, regulators, financial services providers and a team of analysts to create the reporting standards, benchmarks, other information products and market incentives necessary to build data and insights to advance financial inclusion. Blaine has 20 years of experience in microfinance and financial inclusion. Prior to joining MIX, Blaine helped develop the start-up operations for a Moroccan MFI, Al Amana, and collaborated with UNCDF on the development and roll-out of an online microfinance training course for donors and practitioners. Blaine speaks English, French, and basic Arabic and German.