Agent Dormancy: Impact on Customers

Agent dormancy is a cause of concern for financial inclusion. This research, conducted in 12 districts across four states of India, analyzes the impact of agent dormancy on the financial behavior of customers. It aims to understand rural customers’ perception of agent dormancy, the challenges faced by them after an agent goes dormant and their coping mechanisms. 

Agent dormancy results in many negative impacts on the customers such as customer account dormancy, inaccessibility of savings, challenges associated in reaching the bank branch and, as a result, a behavioral shift towards cash.