The "missing middle" of small businesses with Shamina Singh

About the Center

(Header) About the Center

This Kenyan small business platform is built for the hustle

Focus Areas

(Header) Focus Areas

How data and AI can drive change: 4 ways forward

Events

(Header) Events

5 ways to propel inclusive climate change

Insights

(Header) Insights

(Footer) About the Center

(Footer) Focus Areas

(Footer) Events

(Footer) Insights

As lower income people around the world increasingly use WhatsApp, Twitter, and the like to express themselves, researchers are applying tools to capture their sentiments and package them to inform regulators and financial service providers. However, turning complaining voices into useful complaints data can be tricky. It is not enough to simply quantify complaints, because although they are genuine, they contain serious biases.

Financial Access Initiative at NYU

Financial Access Initiative FAI is a research center working at the intersection of financial inclusion, development, and poverty.

(partner) Financial Access Initiative at NYU

Global

Are Complaints the True Voice of the Customer?

Financial inclusion

North America

Asia Pacific

Middle East & Africa

Europe

Latin American & Caribbean

AI for social impact

Climate change

Data for good

Digital transformation

Economic development

Financial health

Gender equity

Global development

Public-private partnerships

Small business