Kiva's Partner Impact Survey

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Thank you for taking the time to fill out Kiva's impact survey! Your input is crucial in helping us tailor our support to better assist your organization in achieving its goals. Your responses provide insight into various facets of your organization's operations and impact including data collection, client protection, and the range of products and services offered. This enables Kiva to identify potential areas for capacity-building and fosters collaboration by facilitating shared learning and resources. Should you have any questions, your primary Kiva contact is available to assist you.

Please note that that if there are future impact surveys sent to your organization, a copy of your results from this survey will be attached to save your organization time when completing future impact surveys.

What is your email address?

Are you an existing Kiva partner?

YesNoNo, but I am an associated partner

What is your organization's name?

What is the email address of your primary contact at Kiva? Select an email from the list below

Who oversees your company's social performance? Select the most similar title.

Which of the following best describes your organization? Select one.

An organization that mainly focuses on financial services to borrowers or enterprises, including but not limited to credit. (There will be an opportunity to expand on other services provided later in the survey.)An organization that primarily engages in the provision of goods or services other than financial services (for example: agriculture, retail, healthcare, education, and more).

Part A: Social Strategy

Mission

1. Do you have a mission statement?

YesNo

1b. What is your mission statement? If you do not have one, please provide a vision statement or similar.

Impact Focus

1. Which sector does your organization seek to impact most? The next question allows you to choose secondary sector(s) you seek to impact if you work in more than one.

Financial Services: Ensuring that underserved communities have access to financial services and resourcesSustainable Agriculture and Environmental Sustainability: Fostering sustainable agricultural practices and environmental conservation, your organization facilitates access to markets, enhances food security, and improves livelihoods in rural areasSME Development: Supporting entrepreneurship, small and medium business development, facilitating market linkages, and providing financial solutions and business support servicesWater, Sanitation, and Hygiene (WASH): Improving access to clean water and sanitation facilities, promoting hygiene education, and implementing water management solutionsEnergy Access and Renewable Energy: Increasing access to clean and renewable energy sources, supporting sustainable energy solutions, and implementing energy infrastructure projectsHousing and Infrastructure: Addressing housing affordability challenges, enhancing urban infrastructure, and upgrading informal settlementsEducation and Skills Development: Promoting access to quality education, empowering individuals through vocational training, and enhancing teacher capacityHealth and Wellness: Improving maternal and child healthcare services, preventing diseases, strengthening community healthcare systems, and ensuring access to essential healthcare servicesAgriculture/Livestock/Fisheries: Improving production for farmers, ranchers and fishers not necessarily related to sustainability, or conservation

1b. If applicable, what other area(s) of impact does your organization focus on that was not chosen above? Select all that apply.

Personal Financial GrowthSustainable Agriculture and Environmental SustainabilitySME DevelopmentWater, Sanitation, and Hygiene (WASH)Energy Access and Renewable EnergyHousing and InfrastructureEducation and Skills DevelopmentHealth and WellnessAgriculture/Livestock/Fisheries

Target Populations

1. Which of the following populations is your organization focused on working with most? You may only select one, although there is an opportunity in the following question to select more as your secondary target populations.

Describe your "Other" target population.

1b. Approximately what percentage of your active clients are part of your target population selected above?

1c. If applicable, please select any additional population groups your organization serves that was not chosen above. Select all that apply.

Any underbanked personsUnderbanked WomenSmallholder FarmersRefugees and Displaced PersonsMicro-entrepreneurs & Small/Growing BusinessesStudentsChildren and YouthIndigenous peoples, Ethnic or Religious MinoritiesLGBTQ+People with DisabilitiesOther

Describe any 'Other' populations

2. Approximately what percentage of your clients face economic hardship that make it difficult for them to meet their basic needs? Basic Needs include access to food, shelter, education, clothing, clean water and sanitation, and safety.

3. Approximately what percentage of your organization’s clients are women?

4. Approximately what percentage of your clients accessed their first loan through you?

5. Approximately what percentage of your clients are refugees or forcibly displaced persons?

Goals and Objectives

1. What goals or objectives does your organization have in order to impact the populations you identified above? For example, "Increase client outreach by X% within the next year." "Increase financial literacy levels among clients by providing training to X% of clients annually" "Promote the adoption of sustainable farming techniques, such as agroforestry or conservation agriculture, among X number of farming households within two years" If you do not have any specific to those populations, please briefly outline any other social goals or objectives your organization aims to achieve.

Please be as specific as possible. Feel free to provide more than one if necessary.

2. What products and/or services do you offer that help you achieve your organization's impact? These should be considered your 'main' products and services and help answer the question: "Why do clients come to you?"

Understanding Your Market

1. How many other organizations offer loans, products, or services similar to your organization in the areas you work? Select one.

1b. Does your organization provide any specific products or services that are not offered by other similar organizations in the areas you work?

YesNo

1c. What specific loan, product, or service is not offered by similar organizations?

2. Does funding from Kiva make it possible for your organization to offer any new products/services, or scale up any existing products/services?

YesNo

2b. If yes, what new products/services are you able to offer, or scale up?

2c. If no, is there anything new you would like to do leveraging Kiva's funds?

3. Does your organization have a program designed specifically to serve refugees or displaced borrowers?

YesNo

Is there anything else you'd like to add regarding your social strategy that was not captured above?

Part B: Client Protection

Client Protection Policies

1. Which of the following client protection trainings do you provide to employees? Select all that apply.

Understanding a client's ability to repay and the overall credit approval processAvoiding aggressive sales techniquesExplaining pricing, terms and conditions to clients and ensuring client understanding of those termsConfidentiality and Data Sharing PoliciesAddressing client complaintsOtherNone of the above

What "Other" Client Protection Trainings do you provide?

2. How do you request consent from your clients to use their data? Select all that apply. This does not pertain to the Kiva Client Waiver, but all clients in general.

OrallyOnline Disclosure StatementsA signed Document for client consent to share dataOtherWe do not request consent from clients to use their data.

List any "Other" methods of requesting consent from clients to use their data.

2b. In which languages do you provide clients request of consent to use their data?

2c. Please upload an example of a client consent form.

3. Do you conduct a cash flow analysis for borrowers to understand their income, use of loan funds, and other existing debts?

YesNo

4. According to your policies, what is the highest percentage of a borrower’s disposable income that can be applied to service debt, including debt from your institution and other lenders?

5. Before borrowers sign a contract, do you provide a Key Facts Summary Document?

YesNo

5b. Please upload an example of your Key Facts Summary.

6. Which of the following assets cannot be pledged as collateral for client protection purposes?

Primary ResidenceLivestock (if essential for agricultural or income-generating activities)Tools of Trade (Assets directly related to the client's livelihood, such as tools or equipment necessary for their business)Necessary household items (i.e. furniture or cooking utensils)Personal Identification DocumentsHealth-Related Assets (i.e. medical equipment)Children's Education FundsFuture Income Streams (i.e. inheritance, pending legal settlements)OtherThere are no assets that cannot be pledged as collateral.

What "Other" assets cannot be pledged as collateral for client protection purposes?

7. What penalty do you give if a loan is repaid early (prepayment)?

A flat fee or percentage of the outstanding loan amount chargedInterest Rate Differential (IRD)A predetermined fixed feeAdministration or Processing FeeOtherThere are no penalties for prepayment.

8. What services do you offer that are focused on integration of refugee clients with their host communities?

Group Lending Programs that Include Both Host and Refugee ClientsCross-Cultural Training Workshops for Staff and ClientsCommunity Engagement Initiatives Promoting Interactions Between Refugees and HostsLanguage Classes or Language Exchange ProgramsMentorship Programs Pairing Refugees with Host Community MembersCultural Events or Activities Bringing Together Refugees and HostsEmployment Training or Job Placement Programs Facilitating Integration into the Local WorkforceHousing Assistance Programs Facilitating Access to Affordable Housing in Host CommunitiesSocial Support Groups Providing Peer Support and Networking OpportunitiesCommunity-Based Initiatives Promoting Social Inclusion and CohesionOtherNone of the above

What 'Other' practices do you have that are focused on integration of refugee clients with their host communities?

Resolution Management

1. How can clients submit a complaint? Select all that apply.

WebsiteEmailA toll-free phone numberIn-Person at Branches (not a loan/product officer)An online chat featurePhysical drop boxes located in community centers or branchesFocus GroupsInterviewsCustomer SurveysOtherNone of the above

What 'Other' ways can clients submit a complaint?

2. How do you educate clients on how they can make a complaint? Select all that apply.

Displayed signage in offices/agent locations Information displayed on the official websiteText Message Alerts Educational Materials given at point of transaction(brochures, pamphlets, or online resources that explain the complaint process)Signed document with information of process at point of transactionOtherNone of the above

What 'Other' ways do you inform client on making complaints before a transaction?

3. What is the average response time for letting clients know you have received their complaint?

Is there anything you'd like to add regarding client protection that was not captured above?

Part C: Understanding Your Clients

Data Collection

1. Which of the following quantitative data do you collect from clients on an ongoing basis (at least annually)?

Household IncomeIndividual IncomeBusiness IncomeHousehold SpendingIndividual SpendingSavingsCrop YieldsNumber of EmployeesWe do not collect any quantitative data on an ongoing basis and at least annually.

1b. What other quantitative data do you collect on an ongoing basis (at least annually) that was not listed above?

If you see fit, further describe the above selected quantitative data here.

2. Which of the following qualitative data do you collect from clients on an ongoing basis (at least annually)? Select all that apply. (This might be your clients' perceptions or opinions on any of the following)

Mental Well-being (confidence, stress, happiness, etc)Knowledge or SkillsHousehold Assets (house quality, electricity, water, furniture, etc)Health OutcomesEducation OutcomesJob SatisfactionFinancial StabilityNet Promoter ScoreWe do not collect any qualitative data on an ongoing basis and at least annually.

2b. What other qualitative data do you collect on an ongoing basis(at least annually) that was not listed above?

If you see fit, further describe the above selected qualitative data here. For instance, what type of health outcomes do you collect?

3. Which of the following descriptions can you use to sort your data? (In other words, are you able to separate your data based on age, education level, location, etc?)

AgeGenderIncome/Income LevelLocation (general or exact)Program Participation StatusLoan Repayment StatusEducation LevelOccupationRefugees and Displaced PersonsNumber of ChildrenHousehold vs IndividualOtherWe cannot sort any of our data by any of these descriptions

What 'Other' demographic characteristics can you disaggregate your data by?

4. Do you do any of the following to check the quality of your data? Select all that apply.

Training your employees on data collectionCarrying out cross-checking when inputting dataConducting In-field AuditsTaking part in an external audit or reviews by third-party organizationsProducing a Data Quality Assessment ReportSharing a Data Quality Assessment Reports with PartnersOtherNone of the above

What 'Other' data quality checks are taken?

Data Implementation

1. Please provide an example of how you have used data that you collected to improve or change something about your operations, or a product or service you provide. For example, data you collected on your clients suggested that the price for a particular product was too high, so you lowered your prices.

Is there anything you'd like to add regarding client understanding that was not captured above?

Part D: Internal Operations

Governance

1. Is the current CEO from the same country, or region where the majority of your clients are from? (e.g. a Venezuelan starting a company in Colombia that serves Venezuelan refugees)

YesNo

2. Is your CEO a woman?

YesNo

3. How often does your Board of Directors meet?

4. Approximately what percent of your board members are women?

5. How many board members, or senior team members, have firsthand experience interacting with your organization's clients such as through employment or volunteer work.

6. How many board members, or senior team members, have backgrounds that are representative of your organization's target clients? For instance, if your organization primarily serves low-income families in urban areas, how many board members have similar backgrounds or experiences?

7. Which of the following trainings do new board members, or senior team members, receive? Select all that apply.

Training on the company's Social GoalsTraining on The Board's role in managing social performanceDirect Exposure to clients/ Field VisitsOtherNone of the Above

What 'Other' trainings do new board members receive?

Workforce Characteristics

What is your staff turnover ratio (%)? Use the most recent year-to-year data you have.

What is your female staff turnover ratio (%)? Use the most recent year-to-year data you have.

Approximately what percent of your organization's employees are women?

(If applicable) What percent of your loan officers are women?

What percent of your employees are refugees?

Policies and Procedures

1. What anti-bias trainings do new employees receive?

Women anti-bias trainingRefugees and Displaced Persons anti-bias trainingEthnic or Racial Minorities anti-bias trainingDisability Awareness and Inclusion TrainingOther anti-bias training focusNo anti-bias training has been conducted

What 'Other' anti-bias training(s) do new employees receive?

2. Which of the following policies do you have to support your employees?

Sexual harassment prevention policyPay equity analysis policyTransparent salary scales and promotion criteriaPaid maternity leavePaid paternity leaveFlexible work schedulesTelecommuting optionsChildcare assistance or subsidiesElder care assistance or subsidiesWellness programs or benefitsWe offer 'Other' policies that support our employees.We do not offer any of these.

What 'Other' policy do you have to support your employees?

Is there anything you'd like to add regarding internal operations that was not captured above?

Part E: Product and Service Development

Resources and Methods

1. Please select any of the following that you use to develop or improve your products, services, or delivery channels. Select all that apply.

Research & Development Team (Internal team focusing on innovation and creation of new products/services.)Monitoring and Evaluation Team (Internal team assessing current practices and outcomes for refinement.)Designated Budget (Allocated funds specifically for investment in development and improvement initiatives.)Partnerships and Collaborations (Collaborative ventures with external organizations for expertise or resources.)Pilot Programs (Small-scale trials or experiments to test new ideas or approaches.)Customer Feedback Mechanisms (Direct channels for gathering feedback from clients on their experiences and suggestions.)Employee Training Programs (Training initiatives aimed at improving staff skills and competencies.)Other resources are used in the development and improvement of products, services, and delivery channels.None of the Above

What 'Other' resources are used in the development and improvement of products, services, and delivery channels?

2. Which of the following ways do you collect information to develop, or improve products, services, and delivery channels. Select all that apply.

Pilot studies (Small-scale trials or experiments to test feasibility or effectiveness.)Market Research (Systematic gathering and analysis of data related to market conditions, trends, and consumer behavior.)Client Outcomes Data (Collection and analysis of data related to the outcomes or impacts of products/services on clients.)Client Interviews (Direct conversations with clients to gather qualitative insights into their needs, preferences, and experiences.)Client Satisfaction Surveys (Systematic gathering of feedback from clients regarding their satisfaction with products/services.)Employee Feedback Surveys (Collection of feedback from staff members regarding their observations and suggestions for improvement.)Client's Needs Assessments (Systematic assessment of client needs, preferences, and priorities through surveys or other methods.)Other methods are used to gather insight.None of the Above

What 'Other' methods are used to gather insight for new and/or improved products, services, and delivery channels?

2b. Please upload an example of any of the above if available

2c. What data do you collect during Market Research? (Select all that apply)

Analysis of market shareMarket saturationPotential marketClient profile data including gender, age, location (urban/rural), and poverty/income levelData on clients' needs, goals, and any obstacles to gaining access to your products/servicesNone of the Above

3. Which of the following ways do you gather information to develop, or improve products, services, and delivery channels specifically for refugees and displaced persons that you work with? Select all that apply.

Is there anything you'd like to add regarding product development that was not captured above?

Part F: Client Development

Accessibility

1. How do you ensure your product or service is affordable for your target clients? Some examples are subsidies, pay-as-you-go systems, pricing products below market value, and bartering systems.

2. How do you ensure your product or service is accessible to your clients?

Localized Distribution Points (Establish distribution points in local communities to bring products and services closer to the target audience, reducing travel distances)Community-Based Hubs (Community-based hubs or centers where clients can access products, services, and information conveniently within their own neighborhoods)Online Platforms with Offline Options (Offer online platforms with the option for offline transactions, providing flexibility for clients with limited internet access)Multilingual Communication (Ensure that communication materials, including product information and customer support, are available in multiple languages)Mobile Outreach (Mobile outreach programs using vans or other mobile units to reach remote or underserved areas)Collaboration with Local Retailers (Partner with local retailers to stock and distribute products, leveraging existing community networks)OtherNone of the above

What 'Other' ways do you ensure your product or service is accessible?

1. Which of the following do you provide clients in order to access your products and services?

Loan Officer Home/Business Visits (Personalized visits by loan officers to clients' homes or businesses for service delivery.)Mobile/Online Loan Application (Accessing loan applications through mobile apps or online platforms.)Online Lending (Providing loan services through online platforms/website.)Mobile Lending (Offering loan services specifically designed for mobile devices.)Digital Field Applications for Staff (Digital tools used by staff for field operations and service delivery.)Other Delivery ChannelsNone of the above

What 'Other' delivery channels do you provide?

2. Do you offer any of the following? Select all that apply.

Flexible Guarantor RequirementsFlexible ID RequirementsFlexible Collateral/Asset Requirements Flexible Repayment SchedulesNone of the Above

Please briefly explain any that you selected from the above question in order to help Kiva better understand what your organization classifies as "Flexible". For example, you allow flexible repayments so that clients can repay according to crop production/harvest timing.

What 'Other' financial products do you offer that have not yet been mentioned in this survey?

Add-ons

What insurance or other financial products do you provide to clients at low or no extra cost?

Life InsuranceHealth InsuranceGroup LendingCrop InsuranceProperty Insurance (including theft and fire insurance)Livestock InsuranceWeather-related InsuranceRetirement Savings PlansInvestment PortfoliosSavings Accounts with InterestSeparate Business AccountsDirect DepositsTransnational services (e.g., lines of credit, remittances, insurance for family in country of origin)Transferable credit history (certificate)Transferable pension schemesOther Financial ProductsNone of the above

What formal client development services does your institution provide? These services should be considered formal meaning they have a structured curriculum and agenda, are facilitated by experts, and require interactive engagement.

Business Training (aimed at enhancing entrepreneurial skills and knowledge, covering topics such as business planning, marketing, and financial management)Leadership Development (aimed at developing leadership skills, including communication, decision-making, and team management, to empower individuals to take on leadership roles within their communities or organizations)Financial Literacy Education (aimed at improving individuals' understanding of financial concepts such as budgeting, saving, investing, and debt management, aimed at promoting financial stability and independence)Digital Literacy and Technology (aimed at improving individuals' digital literacy skills, including basic computer skills, internet navigation, and proficiency in using digital tools and platforms)Health and Wellness (aimed at promoting physical, mental, and emotional well-being, covering topics such as nutrition, exercise, stress management, and access to healthcare services)Women's Advancement Services (aimed at enhancing the skills, knowledge, confidence, and opportunities of women in various aspects of their lives, including leadership, personal development, and fostering economic independence)Other Skill Gap Training/Workshops: Any additional programs aimed at addressing specific skill gaps or needs within the target population or community.No formal trainings or workshops are provided

Please further describe your Business Training Services, including 1) curriculum topics, 2) frequency, 3) who the service is available to, and 4) cost.

Please further describe your Leadership Development Services, including 1) curriculum topics, 2) frequency, 3) who the service is available to, and 4) cost.

Please further describe your Financial Education Literacy Services, including 1) curriculum topics, 2) frequency, 3) who the service is available to, and 4) cost.

Please further describe your Digital Literacy and Technology Services, including 1) curriculum topics, 2) frequency, 3) who the service is available to, and 4) cost.

Please further describe your Health and Wellness Services, including 1) curriculum topics, 2) frequency, 3) who the service is available to, and 4) cost.

Please further describe your Women's Advancement Services, including 1) curriculum topics, 2) frequency, 3) who the service is available to, and 4) cost.

Please further describe your 'Other Skill Gap Training/Workshops' Services, including 1) curriculum topics, 2) frequency, 3) who the service is available to, and 4) cost.

What other supportive services does your organization provide?

Environmental Services (aimed at promoting environmental sustainability and conservation, including initiatives such as waste management, renewable energy projects, and ecological restoration efforts)Childcare Services (aimed at providing care, supervision, and early childhood education to children, supporting parents or caregivers in balancing work and other responsibilities)Legal Assistance and Advice (aimed at providing legal guidance, advice, or representation to individuals or communities in need, including legal clinics, pro bono services, or advocacy efforts to protect legal rights)Market Access Facilitation (aimed at facilitating access to markets for individuals or communities, including market research, market linkages, or support in navigating trade regulations and requirements)Network Creation (aimed at creating or facilitating networks, partnerships, or collaborations between individuals, organizations, or communities to leverage resources, share knowledge, or address common challenges)Community Development Projects (aimed at improving the well-being, infrastructure, or socio-economic conditions of a community, including housing developments, infrastructure upgrades, or community revitalization efforts)Other client supportive services or initiatives

Further describe the Environmental Services offered including 1) frequency, 2) cost, and 3) who the service is available to.

Further describe the Childcare Services offered including 1) cost and 2) who the service is available to.

Further describe the Legal Assistance and Advice offered including 1) cost and 2) who the service is available to.

Further describe the Market Access Facilitation Services offered including 1) cost and 2) who the service is available to.

Further describe the Network Creation Services offered including 1) cost and 2) who the service is available to.

Further describe the Community Development Services offered including 1) cost and 2) who the service is available to.

Further describe the 'Other Client Supportive Services' offered including 1) cost and 2) who the service is available to.

You have identified your organization as one who serves refugees and displaced persons. If you believe that the questions asked haven't fully captured your efforts in serving refugees and displaced persons, we invite you to provide additional details about any policies, services, products, or initiatives not mentioned in the survey. This information will help Kiva gain a comprehensive understanding of and better assess the measures you undertake to effectively support refugees and displaced persons.

Is there anything you'd like to add regarding client development that was not captured above?

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