Arvand Tajikistan: Using Mystery Shopping to Understand Clients

This case study is written for microfinance providers who seek to improve their social performance management (SPM) practices. The case of MDO Arvand (Tajikistan) highlights how an institution can use market research techniques to understand clients’ needs and preferences for products and services.

The good practices discussed in this case study exemplify how providers can implement two of the standards found in the SPTF’s Universal Standards for Social Performance Management:

• The institution understands the needs and preference of different types of clients (Standard 3a).
• The institution’s products, services, delivery models and channels are designed to benefit clients, in line with the institution’s social goals (Standard 3b).