Planning Research to Assess Social Performance: Guidance for Managers (Practice Note No. 6)

This practice note guides microfinance institution (MFI) managers through nine steps in the planning process. It leads them through:

• The decisions that will have to be made about the approach to social performance research;
• The selection of the most effective tools to ensure that the information is analyzed and used to improve services.

The paper is divided into two sections. Section one details the nine step planning process:

• Decide on the objectives for work;
• Check the resources available for research;
• Plan the research;
• Determine the type of information needed;
• Choose the tools to use;
• Select the sample;
• Respect the privacy of clients;
• Analyze the data;
• Write the report.

Providing a review of tools that could be used in the research, Section 2:

• Describes each tool;
• Classifies it in terms of the information it provides;
• Indicates the social performance question it is intended to answer;
• Lists the key points to consider when using it:
  • To analyze who uses the program's products and services and who the program excludes, it recommends the CGAP (Consultative Group to Assist the Poor) Poverty Assessment tool;
  • To analyze why and when clients leave the program or fail to use the services, it recommends the SEEP/AIMS tools;
  • To determine the effect of the programos products and services on clients, it recommends the SEEP/AIMS tools as well as Qualitative in-depth Individual Assessment Protocol (QUIP).