Case Study: a largest digital lender cuts NOC complaints by 60% with SurveySensum

How One of Asia’s Largest Digital Lenders Cut NOC Complaints by 60% in 3 Weeks

The largest digital lender in Asia was facing a significant challenge with its loan closure process, as customers continually complained about not receiving their No Objection Certificate (NOC). This issue was generating a high volume of repeat support calls and damaging customer satisfaction. The lender partnered with SurveySensum to uncover the root cause, utilizing its SensAI text analytics engine to analyze over 10,000 survey comments.

SurveySensum's analysis revealed the problem was not a technical failure but a communication gap, as customers in rural areas primarily used SMS rather than email. The solution involved switching the NOC delivery to a dual-channel SMS and email system. This simple change, implemented by SurveySensum, resulted in a 60% reduction in NOC complaints within three weeks, a 9-point increase in NPS, and freed the support team from handling hundreds of repetitive calls.