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Incorporating consumer research into consumer protection policy making : Utiliser les enquetes consommateurs pour orienter I'elaboration des politiques de protection des consommateurs (French)

This focus note describes Consultative Group to Assist the Poorest (CGAP's) experience to date gathering qualitative and quantitative information directly from low-income consumers to inform financial consumer protection policy which financial services they use, how they choose among them, problems they experience, and perceptions of their rights and responsibilities. The use of consumer experiences to inform financial consumer protection can improve policy making by better accounting for the situation of consumers, including those with lower levels of income, education, and familiarity with formal financial products. This paper describes three different consumer research methodologies CGAP has field tested consumer group discussions, in-depth individual interviews, and quantitative surveys and the lessons learned to date on using consumer tools to inform consumer protection policy making.


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    Collins, Daryl Jentzsch, Nicola Mazer, Rafael

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    The World Region,

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    Utiliser les enquetes consommateurs pour orienter I'elaboration des politiques de protection des consommateurs

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Collins, Daryl Jentzsch, Nicola Mazer, Rafael

Incorporating consumer research into consumer protection policy making : Utiliser les enquetes consommateurs pour orienter I'elaboration des politiques de protection des consommateurs (French). CGAP focus note ; no. 74 Washington, D.C. : World Bank Group.