ECLOF Ecuador participated in the 2025 60 Decibels MFI Index, a global study that measures the experiences and outcomes of microfinance clients through direct customer feedback. The results affirm ECLOF Ecuador’s strong commitment to responsible finance and customer-centric service delivery.
Ranking 44th out of 968 financial institutions worldwide on the Net Promoter Score® (NPS) Benchmark, ECLOF Ecuador
demonstrated high levels of customer satisfaction and loyalty. This ranking spans all projects across sectors where 60 Decibels has measured NPS since 2021—not the MFI Index alone—making the achievement even more notable. This shows that borrowers value their services and are likely to recommend them to others.
Strong Customer Satisfaction
ECLOF Ecuador performs particularly well in client protection, financial inclusion, and overall customer experience:
• 87% would recommend ECLOF Ecuador to family and friends.
• 94% encountered no issues with their loans.
• 90% were satisfied with the speed of loan disbursement.
• Net Promoter Score of 84 significantly exceeded both regional and global benchmarks
Clients most frequently cited an efficient loan approval process, timely service delivery, trustworthy staff, and competitive loan terms.
Advancing Financial Inclusion
Nearly half of respondents said that accessing a loan from an alternative provider would be difficult, highlighting the institution’s role in serving underserved communities. Most clients use their loans for productive purposes—particularly to support existing businesses and agricultural activities.
Client Protection: A Standout Strength
This area emerged as ECLOF Ecuador’s strongest area of performance:
• 97% faced no unexpected fees or costs associated with their loans.
• 76% said loan repayments were not a burden.
• 90% did not need to cut food consumption to repay loans.
Positive Outcomes for Households
More than half of clients found it easier to cover household bills after taking a loan, and many described an improved quality of life. Education stood out in particular: half reported a greater ability to pay school fees.
Opportunities to Deepen Impact
Building on this strong foundation, ECLOF Ecuador sees room to grow its impact even further in business performance, income, and quality of life. Expanding its existing non-financial support, such as financial literacy and business development training, alongside its financial services offers a promising path to help clients achieve greater long-term progress, resilience, and confidence in managing their finances.
Looking Ahead
The study confirms ECLOF Ecuador as a trusted, client-focused institution delivering strong satisfaction, client protection, and financial inclusion. These insights will guide future efforts to support clients in building stronger businesses, resilience, and well-being.
