Ensure clients know about their right to complain % of complaints registered and treated and how to use the complaints mechanism increases over YY period Create a code of conduct to ethical staff % of client complaints related to staff behavior behavior decreases by XX over YY period Improve repayment capacity analysis to better % of PAR decreases by XX over YY period prevent over-indebtedness Design an incentive system that encourages good % of staff retention improves by XX over YY repayment capacity analysis, ethical collections period practices, good customer service.
Ensure clients know about their right to complain and how to use the complaints mechanism % of complaints registered and treated increases over YY period Create a code of conduct to ethical staff behavior % of client complaints related to staff behavior decreases by XX over YY period Improve repayment capacity analysis to better prevent over-indebtedness % of PAR decreases by XX over YY period Design an incentive system that encourages good repayment capacity analysis, ethical collections practices, good customer service. % of staff retention improves by XX over YY period