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Social Media Usage by Digital Finance Consumers: Analysis of Consumer Complaints in Kenya, Nigeria and Uganda. July 2019 - July 2020
Innovations for Poverty Action (ipa) (2021), 36 pp.
"Digital feedback has large potential for consumer protection. The customer experiences shared in the different social media channels have proven to be a rich source of information with the potential of answering a large number of questions. Who will make use of this data and methods going forward,
...
"As part of IPA’s response to COVID-19, many existing and new data collections have shifted to remote data collection modes including computer-assisted telephone interviews (CATI), interactive voice response (IVR) and SMS surveys. This transition has required new protocols, new tools, and new work
...
