Qualitative Research in Senegal on Dfs Consumer Risks Faced with /and Support from Agents

• Country: Senegal
• Summary: Qualitative Research in Senegal on Dfs Consumer Risks Faced with /and Support from Agents
• SNT Ref No: 88095556
• Deadline: 11 Sep 2023
• Financier: International Bank for Reconstruction and Development (IBRD)
• Purchaser Ownership: Government
• Tender Value: Refer Document
• Notice Type: Tender
• Document Ref. No.: 0002003144
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• Description:
• Qualitative Research in Senegal on Dfs Consumer Risks Faced with /and Support from Agents The firm will conduct the research through a mix of methods including mystery shopping with agents thatwill be complemented with focus group discussions (FGD) and in-depth individual interviews (IDIs) withcustomers and agents in the design phase of mystery-shopping scenarios and following them.Mystery shopping is one of the nine instruments proposed by CGAP in its market monitoring toolkit forconsumer protection; and a detailed methodological approach is available for conducting mysteryshopping in the context of digital financial services.The study should document the answers to key questions through scenarios that will be developed in aninitial methodological scoping phase; which will identify the main objectives or questions that theshopping exercise aims to get deeper insights into; the specific types of transactions or operations thatthe mystery shopper would carry out; and how they would be adapted to different digital financialproducts and services and types of agents. On the latter; the study should consider different agentgenders; locations; services offered and business models; in particular those exclusive to one provider(such as kiosks); those who serve several providers; in particular the two market leaders (Orange Moneyand Wave); those dedicated solely to the mobile money business and those who carry out anothercommercial activity in parallel.The project has a strong emphasis on gender-disaggregated data and knowledge; and it is expected thatspecial attention will be given to this dimension. The study will need to test a diversity of mystery shopperprofiles; in terms of gender; experience or capacity in the use of DFS and digital interfaces (card with a QRcode; USSD; App); urban and rural locations; and any other relevant characteristics that might be detectedin the preparation phase.Key questions to be addressed during mystery shopping:The research will document the following situations/behaviors through tested scenarios and in-situobservations (i.e. pricing display; security/confidentiality of premises) :• To what extent do agents comply with DFS providers' regulatory obligations and proceduresrelating to customer protection?• What circumstances (type of transaction; customer profile) are conducive to the occurrence ofbad practices such as the application of extra fees or disrespectful treatment?• Do agents provide correct and complete explanations of costs and service operation; and underwhat conditions (spontaneously; on request)?• Do agents provide a receipt for the transactions users conduct through them? If not; what is thereason or justification provided by the agents?• Does the assistance provided by agents entail any other risks; particularly with regard to data andtransaction confidentiality; or by delaying user empowerment?• Are there adapted and up-to-date mechanisms or practices in place to ensure personal dataprotection?• To what extent do agents provide information and alert on the risks of fraud and scams to whichDFS users may be exposed?• Do agents provide any assurance or proof of their legitimacy to clients?5/7• Do agents follow clear complaint handling and resolution procedures? Do procedures changedepending on the type or gravity of the complaint?These research questions will be tested and discussed through FGDs and IDIs with customers and withagents/agent business owners; before the mystery shopping is developed; and the shopper scenariosand exit interview questionnaires will be based on these questions in much further detail; and willincorporate insights from the FGDs/IDIs.Questions for the FGDs and IDIs with agents; after the mystery shopping would aim to inquire why agentstake certain actions vis-a-vis customers; based on the results of the FGDs; IDIs and mystery shopping.Preparatory meetings with DFS providers as well as the focus groups and in-depth interviews should alsoallow exploring questions that may not be tested during mystery shopping but provide useful context onfraud prevention; mitigation and perception; notably:• What procedures are in place to systematically detect; report; manage incidents at the agent leveland leverage feedback to implement changes in standard processes? How well aware are agentsabout these procedures; including any differentiated processes depending on the gravity of theincidents?• Are customers exposed to risks arising from malpractice by false or former mobile money agents?If so; what prevention and mitigation measures are being implemented at the agent level?The study will focus on the most widely used financial and non-financial transactions or operations:o Opening an accounto Deposit or transfero Withdrawalo Bill paymento ComplaintIt is expected that around 100 mystery shopping exercises will be conducted (5 scenarios x 10 occurrencesx 2 providers). Interested firms are asked to suggest the recommended number and use to be made ofFGDs and IDIs (before and after mystery shopping) with customers and agents.
• Documents:

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