Offering a new tool for customer service improvement to Burundian Microfinance Institutions, SBFIC with its partner, the Reseau des Institutions de Microfinance (RIM), conducted a kick-off workshop at its headquarter. The workshop introduced the method of mystery shopping to all participants, comprising of representatives of the Burundian Microfinance sector.
In her opening remarks, Executive Director of the RIM, Marie-Louise Kamikazi, stressed that the Mystery Shopping approach is very timely and will for instance be a useful tool for MFIs in the application of the new Regulation No. 001/2019 on the protection of consumers of financial products and services, which was passed by the government recently. The presentation of the mystery shopping concept and a sketch demonstrating the steps of a mystery shopping mission, were followed by related group work as well as fruitful discussions on improving the evaluation sheet used by mystery shoppers. All participants highlighted their interest and the usefulness of the tool for further improving their offered services.