Rafe Mazer

Rafe Mazer works with CGAP's Policy Team on applying behavioral research to consumer protection and financial inclusion. For more than five years he has been designing and leading behavioral research projects with policymakers, providers and donors to help understand how our behaviors impact financial decisions and outcomes.

Research issues Rafe has explored include: Does digital delivery credit change how we borrow and save? Why do financial sales staff sometimes give the right advice, and others times mislead consumers? Do consumers really care about their data privacy in financial inclusion? Why do some consumers choose to complain about a problem, while others remain silent?

This research has been used to develop a range of financial inclusion solutions, including interactive SMS for mobile savings and credit, key facts statements and disclosure regulations, complaints handling regulations, data disclosure messaging, and regulations for consumer protection in digital financial services. He has led research in markets including Ghana, Kenya, Malaysia, Mexico, Nicaragua, the Philippines, and Tanzania.

By Rafe Mazer

Research

Recourse in Digital Financial Services

Recourse systems can help consumers overcome the challenges related to product adoption and continued use by helping resolve initial problems or challenges quickly, which can build trust in providers and their products, and increase uptake and customer retention.
Research

Competition in Mobile Financial Services: Lessons from Kenya & Tanzania

This working paper aims to provide insights on the role that effective competition and competition policy play in developing MFS, and in turn promoting financial inclusion using Kenya and Tanzania as case countries.
Blog

Finding “Win-Win” in Digitally-Delivered Consumer Credit

Digital credit products are expanding rapidly in several markets. While convent for consumers beneficial for providers, the rapid innovation needs to be tempered with responsible delivery and usage.
Blog

Mystery Shopping: A Different Way to “Listen to the Customer”

Mystery shopping is another way of "listening to the customer" and understanding what their experience at a financial institution is really like.
Research

Mystery Shopping for Financial Services

This Technical Guide is designed to enable policy makers with jurisdiction over market conduct issues, consumer protection organizations, and development agencies to conduct mystery shopping exercises.