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Consumer Experience Initiative

Consumer Experience Initiative

GOGLA expert

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Ulrich Reinecker
Senior Business Innovation Manager

GOGLA and partners have launched the Consumer Experience Initiative (CXI) to bring about a step change in industry performance and impact. This initiative will support companies with technical assistance, tools and research to improve portfolio quality and boost profitability. And it will guide investors on how to promote impactful and sustainable business practices.

GOGLA’s data helps companies, investors, governments and development partners make informed decisions in their businesses, policies and programmes. It is the most reliable source of market information available for the off-grid sector.

About the Consumer Experience Initiative

The Consumer Experience Initiative (CXI) builds on the work done to date to strengthen consumer protection and broadens the scope to also increase consumer satisfaction as well as product usage and ownership under the PAYGo model. As part of its initiative GOGLA has developed a Consumer Experience Roadmap that defines five workstreams to support companies in creating a better experience for their consumers.

  1. Investment Strategy Drivers
  2. Credit Reference Systems
  3. Operational Best Practices: GOGLA Consumer Protection Code: Safeguarding industry impact
  4. Managing At-Risk Customers
  5. Standardised KPIs & Data Insights: PAYGo PERFORM KPIs | GOGLA

There are opportunities for companies to access technical assistance (TA) from industry experts, benefit from innovative tools, participate in research and gain new insights. Investors are invited to join working group calls and roundtables to explore how they can practically support companies with governance, targets and incentives.
GOGLA’s vision is that within the next four years (2024-2027) the CXI Roadmap will help to promote best practices and establish benchmarks that can drive substantial improvements in industry performance and, ultimately, in the day-to-day experiences of PAYGo consumers: The Consumer Experience Initiative: Driving a step change in PAYGo performance and impact | GOGLA

If OGS companies can consistently demonstrate that the PAYGo model is viable in their core business, this will firmly position it as the preferred asset financing method for a diverse range of other essential products (cookstoves, smartphones and other appliances) enhancing the lives of consumers.

Making our bold CXI vision a reality and achieving measurable results within the given timeframe will require buy-in, guidance and funding from key industry stakeholders:

  • Companies should engage with the technical assistance, tools and research, and strive to improve their operational and financial performance
  • Investors should adapt their financing strategy and incentive structure to promote portfolio quality alongside growth
  • Donors should fund capacity building (TA, training, tool development and research) to help improve operations

Latest Articles & Publications

Baobab+ - SHS delivery
Whitepaper
20 January 25

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GOGLA
Towards a Predictable Profitability
Consumer Protection & Standards
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Article
5 March 24

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Ulrich Reinecker
The Consumer Experience Initiative
by Ulrich Reinecker
Consumer Protection & Standards Impact
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Reports
5 March 24

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GOGLA
Briefing Note: Consumer Protection and Gender Inclusion
Consumer Protection & Standards
Baobab+ - SHS delivery
Whitepaper
20 January 25

by

GOGLA
Towards a Predictable Profitability
Consumer Protection & Standards
peg_kof_101
Article
5 March 24

by

Ulrich Reinecker
The Consumer Experience Initiative
by Ulrich Reinecker
Consumer Protection & Standards Impact