Client voices shaping inclusive finance
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Inclusive finance is most effective when it is built around trust, simplicity, and the real needs of underserved communities.
SCBF commissioned 60 Decibels to conduct outcome studies across selected projects in different geographies and released individual reports over the past year. This blog brings together the key findings and insights from 21 projects across 15 countries, highlighting how client-centred financial solutions are improving lives across Africa, Asia, and Latin America. Based on interviews with more than 5,800 clients, the studies demonstrate that inclusive finance can create meaningful impact when products are designed around the realities, needs, and aspirations of underserved communities.
Across the projects assessed, 70% of clients reported an improved financial situation, while 72% said their quality of life had improved. The initiatives also demonstrated strong outreach to low-income and rural populations, with many projects exceeding global inclusivity benchmarks.
Savings and loan products emerged as some of the strongest performers, particularly when delivered through trusted local channels such as women’s groups, cooperatives, and community agents. Clients valued products that were simple, accessible, and immediately useful. In West Africa especially, group-based savings models combined with local-language support and digital collection systems helped strengthen confidence and financial participation.
The studies also revealed important lessons for insurance products. While agricultural and health insurance reached highly vulnerable populations, satisfaction levels depended heavily on communication, trust, and clients clearly understanding the benefits. Bundling insurance with training, education, or advisory services produced stronger engagement and resilience outcomes.
One key takeaway across the portfolio is that inclusive finance works best when human connection remains central. Tailored onboarding, financial education, and trusted delivery channels consistently improved client outcomes - particularly for women, rural communities, and first-time users.
The findings reinforce an important message for the sector: financial inclusion is not only about expanding access, but about creating solutions people trust, understand, and can use to improve their everyday lives.
Explore the consolidated findings and key insights from all the outcome studies here.
Cover picture credit: Caleb Ishaya, Pexels, Canva
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