stories from the field: studying urban, poor micro-entrepreneurs
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Stories from the field: studying urban, poor micro-entrepreneurs. Helani Galpaya Dhaka, 30 April 2014. This work was carried out with the aid of a grant from the International Development Research Centre, Ottawa, Canada and the Department for International Development , UK. . Definitions. - PowerPoint PPT PresentationTRANSCRIPT
Stories from the field: studying urban, poor micro-entrepreneurs
Helani GalpayaDhaka, 30 April 2014
This work was carried out with the aid of a grant from the International Development Research Centre, Ottawa, Canada and the Department for International Development , UK.
Definitions• Micro-entrepreneurs (MEs) = those employing 0 -9 employees
– paid part or full time workers – inclusive of family members
• Low income = MEs in socio-economic classification (SEC) C, D and E and B1,B2, (for those employing 1-9 employees)– SEC based on education and job– Close correlation to income
• Urban = definition used by the National Statistics Office in each country
A ‘weak city’ and ‘strong city’ in each country identified• Strong/weak determined by proxy indicators
– Bangladesh: poverty + literacy + electrified households – Sri Lanka: various poverty measures by province– India: City Competitiveness Ranking by state
• Bangladesh: – Strong: Dhaka– Weak: Gaibanda+Kurigram [Rajshahi division]
• In Sri Lanka: Colombo (Western Province) and Kurunegala/Kuliyapitiya/Puttalam/ Chilaw (NW Province)
• India: Delhi and Patna (in Bihar)
No country had registry of MEs. Closest possible data used to determine quotas
• Bangladesh: Economic Census (BD Bureau of Statistics)– Number of small establishments (of <10 employees) in
manufacturing, trade, services– Number of small establishments based on employment
(0, 1-3 and 4-9 employees)• Sri Lanka: Census of Industry (2003/2004) by
Department of Census and Statistics• India : Non-agricultural Enterprises in the Informal
Sector, 2000. (Survey)
More on sampling method• In each country, two locations were selected. The capital city and
another city which is weaker in terms of governance.
• In Bangladesh, cities were divided into wards, then mahallas and then streets. Within each mahalla, all the streets were listed alphabetically. Every third street was selected and respondents were found for the study.
• As some of the enumeration areas (streets/mahallas) were inaccessible due to incessant hartals (public protests) and governmental restrictions, additional enumeration areas were selected using the similar process.
• A Snowballing sample was also used to achieve some difficult quotas (e.g. females or MEs having 4-9 employees)
Quantitative study: 3180 MEs surveyed. 915 in Bangladesh
Bangladeshi cities Indian cities Sri Lankan cities
460641
501
455
638
485
Dhaka
Kurunegala, Kuliyapitiya, Puttalam &
Chilaw
Colombo
Delhi
Patna915
1279
986
Gaibandha & Kurigram
Qualitative research after the survey to understand why and to re-design• The survey: answers the WHAT questions • Qualitative research:
– answers WHY questions– for envisioning (better) solutions
• 88 protocols– Day ethnographies at sites of service provision– In-depth interviews with service providers– In-depth interviews with MEs– Community group design activities
Bangladesh (BD) sample similar to Sri Lanka (LK) in education. Similar to India (IN) in age and female participation
Bangladeshi cities
Indiancities
Sri Lankancities
Average age 36 36 42
Female micro-entrepreneurs 9% 12% 26%
Illiterate or primary schooling only 39% 87% 29%
BD sample ore numerate than IN. Over 77% of MEs in BD can do calculations
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
69%46%
81%
14%
19%
I cannot recognize or write numbersI can recognize numbers but cannot write themI can read and write numbers but cannot do any calculations I can do simple addition, subtraction & multiplication etc.I can calculate interest rates, tax calculations etc.
Please tell me about your numerical abilities (as % low-income MEs)
68% of MEs in BD are in trade
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
7%
38%
13%
25%
30%
34%
68%
33%
53%
Manufacturing Services Trade
Type of business (as % of low-income MEs)
Majority operate from a rented location
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
8%
71%
11%
48%
13%
From a part of my home that I ownFrom a part of my rented homeFrom an fixed location that I own, outside my homeFrom a fixed location that I rent, outside my homeVariable location for which I payVariable location for which I do not payOthers
Could you tell us where your business is located? (as % low-income MEs)
More MEs operate from a rented location in strong city
Strong city Weak cities Strong city Weak city Strong city Weak citiesBangladeshi cities Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
82%60%
From a part of my home that I own From a part of my rented homeFrom an fixed location that I own, outside my home From a fixed location that I rent, outside my homeVariable location for which I pay Variable location for which I do not payOthers
Could you tell us where your business is located? (as % low-income MEs)
Most businesses started using savings.
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
47%
68%
47%
25%
12%
Own savings InheritedGifted Borrowing from friends and relativesBank loan Loan from a local money lender/NGO/OtherSale or mortgaged the assets
How did you get the money to start your business? Tell the main source (as % of low-income MEs)
Over half of MEs use own savings in strong city. In weak, NGOs/money lenders are important
Strong city Weak cities Strong city Weak city Strong city Weak citiesBangladeshi cities Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
54%39%
Own savings InheritedGifted Borrowing from friends and relativesBank loan Loan from local money lender/ NGO/ otherMortgage or sale of assets
How did you get the money to start your business? Tell the main source (as % of low-income MEs)
More MEs in BD have a separate bank account for business
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
15%
39%
Separate bank account just for business Personal bank account
Does your business have a separate bank account to use just for business purposes?(as % of low-income MEs)
Do you have any bank account in your name? (as % of low-income MEs)
But normally deal with cash
How do you normally do make or receive payments in your business? [MC] (as % low-income MEs)
Cash Cheque Online banking Mobile Money transfers
Informal handwritten
notes
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Bangladeshi cities Indian cities Sri Lankan cities
Extra income will be used for both personal and business use
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Can't sayBothOnly home useOnly business
If you have extra income / profit from business, will you utilize it for business or home use? (as %low-income MEs)
In–person preferred to mobile phones when interacting with customers
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Interacting with customers in-person is preferred over mobile for businessInteracting with customers in-person is not preferred over mobile for businessCan't say
Do you think: interacting with customers in-person is preferred than mobile phone in your business? (as % low-income MEs)
In–person also preferred to mobile when interacting with suppliers
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Interacting with suppliers in-person is preferred over mobile for businessInteracting with suppliers in-person is not preferred over mobile for businessCan't say
Do you think: interacting with suppliers in-person is preferred than mobile phone in your business? (as % low-income MEs)
23
TELECOM USE BY MICRO-ENTREPRENEURS
24
BD the highest users of mobiles for business
Landline (includ-ing CDMA)
Mobile phone Computers/laptop
Internet via computer
Internet via mobile
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Bangladeshi cities Indian cities Sri Lankan cities
Do you use _________for your business related activities? (% low income MEs)
Lower use of mobiles for business in the weaker cities
Strong city Weak cities Strong city Weak city Strong city Weak citiesBangladeshi cities Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Do you use mobile phones for your business related activities? (% low income MEs)
26
Most MEs in BD who don’t use mobiles find it too expensive
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
59%
33%24%
38%
65%75%
It is too expensive for me to affordI don't see a need to use a mobile for businessCannot get a connection where I liveI am restricted from purchasing a phone by a particular person
What is the main reason you don’t use a mobile phone for business? (% low income MEs who don’t use a mobile for business)
Don't use mobile for business
27
Main telecom service provider for MEs in BD
Who is your main mobile telecom service provider? (% low income MEs who use mobiles for business)
40%
34%
14%
10%
Strong city
Grameen Phone BanglaLink Robi Airtel CityCell TeleTalk
60%
28%
8%
Weak cities
Use mobile for business
28
More MEs in BD have multiple SIMs
Bangladesh India Sri LankaLow income MEs who use mobiles for business (2013)
35% 16% 11%
BOP mobile owners (Teleuse@BOP 2011) 18% 11% 17%
Please tell me how many active mobile SIM cards/connections you have in total that you regularly use?(% low income MEs who use mobiles for business)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
65%84% 89%
More than 221
Multiple SIM ownership
29
Coverage & friends factor in choosing the service provider
What is the most important reason for selecting the service provider?(% low income MEs who use mobiles for business
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
30%
32%
Coverage Most friends on same networkSuggested by a friend/ family Cheap pricesGood package for small businesses like mine Good customer care by the service providerShop keeper suggested Other
30
Majority of MEs use pre-paid mobiles
Is your mobile phone connection pre-paid? (% low income MEs who use mobiles for business)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
31
Reloads from agents/shops most popular in BD
How do you normally recharge your mobile? Give the most used option(% low income MEs who use pre-paid)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
78%
50%31%
17%
45%64%
Reload from a shop/agent/dealerScratch cardsReload from others (family members/friends)Internet top-ups or reloadI gave money to someone else to go recharge it for me
32
Low income MEs recharge more than other BOP
Average recharge per month (USD)
Bangladeshi cities
Indian cities
Sri Lankan cities
BOP pre-paid mobile owners (2011) 1.61 1.99 3.18
Low-income MEs who use pre-paid for business (2013)
8.91[696 Taka] 6.21 10.67
Bangladeshi cities
Strong city Weak citiesAverage recharge per month in Taka(Low-income MEs who use pre-paid for business) 840 527
33
Mobiles most used in emergency. Contacting & coordinating with suppliers/customers next. But lower in BD
Please tell us the most important reason to use a mobile phone for business (% low income MEs who use mobiles for business)
BangladeshI cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
43%
To contact or coordinate with suppliersTo contact or coordinate with customersTo contact or coordinate with with employeesTo access a wider set of people of relevance to my businessTo act or contact others in an emergencyTo get information relevant to my businessNo particular reason
34
Higher use of SMS, cameras and games in BD
Bangladeshi
citiesIndiancities
Sri Lankancities
SMS 43% 28% 49%
Video recorder/ camera 42% 30% 21%
Games 38% 37% 22%
Dual SIM 22% 19% 9%
Touch Screen 11% 12% 9%
Mobile Internet 7% 3% 7%
Apps for social networking 5% 1% 7%
MMS, picture messaging facility 6% 2% 5%
Email 3% 1% 4%
Google Maps 3% 1% 3%
Features normally used (% low income MEs who use mobiles for business)
35
Biggest problems in BD are call drops & coverage
Please tell me the mobile phone related problems you have faced (% low income MEs who use a mobile for business) [MC]
Call drops
Coverag
e problem
s
Billing r
elated
Activa
tion of VAS s
ervice
with
out knowled
ge of c
ustomer
Unsubscr
ibing from so
me serv
ices
SIM not w
orking
Unable
to call o
ther netw
orks0%
10%20%30%40%50%60%70%80%90%
100%
BangladeshI cities Indian cities Sri Lankan cities
Problems worse in the strong city in BD
0%10%20%30%40%50%60%70%80%90%
100%
Strong city Weak cities
Please tell me the mobile phone related problems you have faced (% low income MEs who use a mobile for business) [MC]
35% of BD MEs say network dis-connections & call drops affect business
Does network dis-connectivity / call drops affect your business? (% low income MEs who use a mobile for business
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Network dis-connectivity / call drops affect their business more in the weaker cities
Strong city Weak cities Strong city Weak city Strong city Weak citiesBangladeshi cities Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Can't sayNoYes
Does network dis-connectivity / call drops affect your business? (% low income MEs who use a mobile for business
39
Most MEs do not interact with telecom service provider
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
8%
30%
10%
65%38%
50%
9%17% 20%
Can't rememberNeverMore than a few months agoFew months ago0-4 weeks
When was the last interaction with the service provider?(% low income MEs who use mobiles for business)
40
When they do interact, more than half do so through call center
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
56%
92%
69%
38%
7%
28%
Through the call centerWalk-in to the authorized agent / operator's storesSMSOthers
How do you normally contact your telecom service provider? (% low income MEs who have interacted with service provider)
Interacted with service provider
41
Service provider interaction overall better in LK
Experience with service provider – YES (% low income MEs who have interacted with service provider)
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Bangladeshi cities Indian cities Sri Lankan cities
Interacted with service provider
A closer look at BD performance
0%10%20%30%40%50%60%70%80%90%
100%
Experience with service provider – YES (% low income MEs who have interacted with service provider)
Experience with provider better in weaker cities
0%10%20%30%40%50%60%70%80%90%
100%
Strong city Weak cities
Experience with service provider – YES (% low income MEs who have interacted with service provider)
44
Only 28% of BD MEs complained about any problem
Have you complained about these problems to the telecom service provider? (% low income MEs who have mobile related problems)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
45
71% in BD did not think it was any use complain
Why did you not complain to the service provider? (% low income MEs who faced problems but didn’t complain)
Bangladesh India Sri Lanka0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
71%
49%
83%
27%51%
15%
It's of no use/ did not think it was worth complainingI do not know how to contact themI am scared of themOthers
Have not complained about problems
46
Most complaints have been attended to
Have any of your major complaints not been attended by the service provider? (% low income MEs who complained)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Complaint has been attended Complaint has not been attended
Complained about prob-lems
47
Only 3% of MEs changed their provider in the last year
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
3% 5% 4%
Changed the provider Did not change the provider
Did you change your primary telecom service provider in the last year?(% low income MEs who use a mobile for business)
48
ELECTRICITY USE BY MICRO-ENTREPRENEURS
49
Many have an electricity connection which they use for business
Do you have an electricity connection which you use for business purpose? Where electricity can be from the grid, solar, generator and other sources ( % low income MEs)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
50
Those who don’t have electricity don’t see a need for it
What is the main reason for not having electricity connection for business? (% low income MEs who not have electricity for business)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
84% 90%77%
4%6%
12%
I have no need for it
I cannot get a connection as I do not have required documentation
No source of electricity in my area
It's too expensive for me
Others
No electricity for business
51
Those without a need for electricity operate from a variable location
Bangladesh India Sri Lanka0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
12%
13%
22%
84%66%
45%
From a part of my home that I ownFrom a part of my rented homeFrom an fixed location that I own, outside my homeFrom a fixed location that I rent, outside my homeVariable location for which I payOthers
Location of the business (%BOP who don’t need electricity for business )
No electricity for business
52
51% of those who have electricity have a separate connection in BD
Do you have a separate electricity connection separate for your business?(% low income MEs who use electricity for business)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
51% 57%67%
49% 43%33%
Separate connection for business Shared connection for business
53
55% in BD have a separate connection for business because it is a requirement
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
7%
51%
19%
55%
39%
49%
37%
9%32%
It's cheaper than any other connection
I am required (by the landlord/government/third party) to get a separate connection for business
I got it because I want to keep my business expense separate from personal expenses
Other
Please tell us the most important reason for having a separate electricity supply for your business? (% low income MEs who have separate connection for business)
Separate connection for business
54
Many IN BD have a shared electricity connection because they have no choice
Please tell us the most important reason for having a shared connection [as a part of home or somebody’s home/business] for your business? (% low income MEs who have a shared
connection for business)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
It's cheaper than any other connectionIt's difficult to get any other connectionI cannot get a connection as I do not have required documentationIt's easier than having two connectionsI don't have a choice
Shared connection for business
55
Most MEs BD, LK on the grid. Battery/ generators mainly used in IN
Who is the main supplier of electricity to you? (% low income MEs who use electricity for business)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Electricity company Battery Diesel generator Solar
56Is the electricity connection in your/or your business’s name? (% low income MEs who use electricity for business with supply from electricity co.)
29% of BD MEs have the connection in their name
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Connection is in ME's or businesses name Connection is not in ME's or businesses name
More people in BD weak cities have the connection in their name
Strong city Weak cities Strong city Weak city Strong city Weak citiesBangladeshi cities Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Connection is in ME's or businesses nameConnection is not in ME's or businesses name
Is the electricity connection in your/or your business’s name? (% low income MEs who use electricity for business with supply from electricity co.)
58
Most can’t change the name because connection is in landlord’s name
Please tell us the most important reason for not having connection in your name (% low income MEs who don’t have the connection in their name)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
35%
38%
9%
Connection was already there and I didn't change ownershipIt's in the landlord's name and I can't change it even if I wantedI do not have necessary documents to obtain it in my nameProcedures are too longNo particular reasonIt's in my parents/ spouses nameI do not want to say
Connection is not in ME's or businesses name
Connection been in landlord’s name is bigger barrier in BD strong city
Strong city Weak cities Strong city Weak city Strong city Weak citiesBangladeshi cities Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
28%
48%
52%
21%
Connection was already there and I didn't change ownershipI do not have necessary documents to obtain it in my nameProcedures is too long are longNo particular reasonIt's in the landlord's name and I can't change it even if I wantedIt's in my parents/ spouses nameI do not want to say
Please tell us the most important reason for not having connection in your name (% low income MEs who don’t have the connection in their name)
Connection is not in ME's or businesses name
60
BD and IN grid electricity customers pay half the amount as in LK
USD
How much is your average monthly electricity bill?(% low income MEs who use electricity for business with supply from electricity co.)
Bangladeshi cities Indian cities Sri Lankan cities0
5
10
15
20
25
Taka 734
Strong city Weak cities
Average monthly bill in BD (Taka) 902 562
61
Most BD MEs pay to the landlord, 9% pay via mobile
What is the most frequent used method of payment for your electricity consumption? (% low income MEs who use electricity for business with supply from electricity co.)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
9%
53%
Physically go and pay to electricity company Pay to a company designated payment pointOnline to electricity company Pay via mobile to the electricity companyBank/post office Pay to landlordPay to third party (may include neighbours) I don't pay anyone
More MEs in weak BD city use mobile to pay
Strong city Weak cities Strong city Weak city Strong city Weak citiesBangladeshi cities Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
81%
24%
17%
37%
Physically go and pay to electricity company Pay to a company designated payment point
Online to electricity company Pay via mobile to the electricity company
Bank/post office Pay to landlord
Pay to third party (may include neighbours) I don't pay anyone
What is the most frequent used method of payment for your electricity consumption? (% low income MEs who use electricity for business with supply from electricity co.)
63
59% of MEs in BD get a bill
Do you get an electricity bill? (% low income MEs who use electricity for business with supply from electricity co.)
BangladeshI cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Gets a bill Don’t get a bill Not applicable
More MEs in BD weak cities gets a bill
Do you get an electricity bill? (% low income MEs who use electricity for business with supply from electricity co.)
Strong city Weak cities Strong city Weak city Strong city Weak citiesBangladeshi cities Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
48%
71%
Gets a bill Don’t get a bill Not applicable
65
62% in BD satisfied with information in bill.
Are you satisfied with the information in your bill? (% low income MEs who receive a bill)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Satisied with information in bill Not satisfied with information in billCan't say
Gets a bill
66
Energy efficient lighting: most popular money saving method
Please tell us about your most important step in conserving energy [reducing electricity bill] you have been following?(% low income MEs who use electricity for business with supply
from electricity co.)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
75%
34%
61%
Have not done anything Switched to energy efficient light bulbsTurn off unnecessary appliances/lights Run appliances at off peak rate hoursOther
67
Blackouts, voltage fluctuations, inaccurate bills are common problems
Did you face this problem? (% low income MEs who use electricity for business from electricity co.)
Blackouts
Voltage
fluctuations
Meter malfu
nction
Delayed bill
Inaccurate bill
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Bangladeshi cities Indian cities Sri Lankan cities
68
Blackouts and voltage fluctuations most
common problems faced
Bangladeshi cities
Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Blackouts Voltage fluctuations
Please tell us whether you faced these problems in the last 2 years. (% low income MEs who use electricity for
business from electricity co.)
Bangladeshi cities
Indian cities Sri Lankan cities
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Did you complain about this problem? (% low income MEs who faced those problems)
However few complained about it
69
MEs say blackout affect their business severely
Bangladeshi ciites Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Do blackouts affect your business severely? (%BOP MEs who faced blackouts)
70
38% of BD MEs have a generator to manage blackouts
How power black outs are managed for business purposes? (% low income MEs who use electricity for business
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
38%
Candles Battery operated inverterDiesel / oil based generators Oil lampsSolar based inverters OthersI don't use any alternative source
71
49% in BD do not get an advance notice about power cuts
Do you get advance notice about power blackouts? - NO (% low income MEs who use electricity for business)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
72
Public announcements the method of getting through to most about power cuts
How do you get advance notice about power blackouts? [Multiple Answers] (% low income MEs who get advance notice)
Gets notice about powercuts
Bangladeshi cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Through newspapers Through radio or TVThrough posters/notices Through neighboursThrough friends /relatives Through Public announcements
73
77% in BD have not interacted with the service provider
Have you ever interacted/talked with the electricity service provider?- NO (% low income MEs who use electricity for business)
Bangladeshi cites Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
74
Most see no use of complaining
Why did you not complain to the service provider? (% low income MEs who use electricity for business)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
79%64%
80%
9%
7%
4%6%
10%7%
It's of no use/ not worth complaining
I do not know how to contact them
I do not know the process to complain
I do not interact or pay to the service provider but interact or pay to my landlord/third party
I am scared to complain
Others
Did not complain about any problem
75
71% of MEs in BD mainly complained to the provider
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
71%
Office of the Electricity Company / depotHotline / Customer care centreLandlord or other person in whose name the connection is registeredLocal electricianI will not go to anyoneOther
For the main problem with electricity you complained about, whom did you complain to? (% low income MEs who complained)
Complained about problems
76
Walk-ins to the provider the most common way to complain in LK
For the main problem with electricity you complained about, how did you complain? (% low income MEs who complained)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
36%
48%
Through phoneWalk-in to the authorized agent/ providers officeInformal talkEmailLetterOther
Complained about problems
77
50% in BD unsatisfied with the action taken for problem complained about
For the main problem with electricity you complained about, were you satisfied with the action taken? -NO (% low income MEs who use electricity for business who complained about a problem)
Bangladeshi cities Indian cities Sri Lankan cities0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Complained about prob-lems
78
Unpacking consumer unhappiness: polite but slow
Bangladeshi cities
I was treated politely by their office / call center personnel 75%
It is easy to find the locations where payment can be made 66%
Information on how to contact the service provider is /was readily available 51%
The waiting time to reach a concerned officer was appropriate 50%
Information on procedures and documents to get new connection was readily available 49%
The amount of time I need to wait to get a new connection is satisfactory 39%
Information on procedures to reconnect was readily available 39%
The amount of time taken to reconnect was satisfactory 33%Information about the procedure for changing ownership of a connection was readily available 29%
The amount of time I need to spend to change the ownership of the connection satisfactory 19%
Experience with the service provider- YES (% low income MEs who have interacted with the provider)
Have interacted with provider