Performance on key indicators
Because recipients aren't 'paying customers,' it's all too easy not to invest in creating a great experience for them. To force ourselves to focus on quality of service we track our performance on a set of quantitative indicators and also make these public to donors. Whether we're doing well or poorly, you'll see it here.
Below are unedited performance data from Kenya.
Do recipients understand the program? Recipients correctly answered % of questions we asked them about our programs and policies.
Can recipients collect their payments quickly and easily? On average it takes recipients minutes one-way to collect their transfers from the closest agent.
Is the enrollment process timely?
On average, it takes us weeks from enrolling a recipient to starting his or her transfers.
Is the process free from bribe requests? % of recipients report that someone asked them for a bribe.