60 Decibels has been working in Latin America since 2020. Since then, we’ve listened to over 50,000 people across 21 countries conducting nearly 300 projects. For this Snapshot Report, we focused on the last three years of work, which includes 197 projects that used our standardized impact metrics across 18 countries, hearing directly from 30,599 people.
Below is one of the most striking charts in the report: the relationship between Quality of Life improvements and Net Promoter Score (NPS). In the Y-axis you find NPS – a measure of how likely customers are to recommend the service. In the X-axis, the percentage of customers who said their quality of life has improved. Each dot represents a company.
The result? A strong positive correlation 👉 The more customers feel their lives are improving, the more likely they are to recommend the product or service to their circle. In short: impact drives satisfaction. Satisfaction then drives recommendation. Recommendation drives growth. The takeaway? Impact and satisfaction go hand in hand. And that’s not just good for people, it’s good for long-term business success and growth.
This report distills years of interviews into meaningful insights on inclusion, quality of life, product experience, and more — helping organizations put the voices of those they serve at the center of their impact strategies.
We heard from credit clients, urban entrepreneurs, rural farmers, low-income households, and many others. Their voices reflect urgent needs, transformative outcomes, and a growing demand for a more human-centered approach across Latin America.
The report takes two complementary approaches to help you understand impact in Latin America:
1. Benchmarking: What’s “normal” across the region? We averaged results from all 197 projects to share benchmark performance on key metrics across Latin America. These benchmarks help answer questions like:
2. Connecting the Dots: How do impact outcomes relate to each other? We also explored the relationships between our standardized core impact metrics we track in every project. Some of the relationships might seem intuitive — but others aren’t. And even the intuitive ones deserve to be backed by data.
