Jexin Financial - Customer Satisfaction Survey
Company overview
Jexin Consumer Finance Co., Ltd. is a wholly-owned subsidiary established in China by PPF Group, the largest international financial investment group in the Middle East and Eastern Europe. It is one of the four pioneering consumer finance pilot companies approved by the China Banking Regulatory Commission and remains the only foreign-owned consumer finance company operating in the Chinese market. Since entering the Chinese market, Jexin has consistently focused on providing consumers with convenient, secure, and compliant installment and small loan services. Its business operations cover multiple provinces and cities across China, with a service network extending to both urban and rural areas, dedicated to improving financial accessibility for ordinary consumers and contributing positively to the development of inclusive finance.
Research background
In the context of a maturing consumer finance market and increasingly intense competition, customer experience and service quality have become key determinants of a company's long-term sustainability. While continuously optimizing its product portfolio and enhancing risk control capabilities, Jexin China also seeks to systematically understand customers' authentic perceptions and experiences regarding its products and services, identifying potential pain points and areas for improvement. By collecting both quantitative and qualitative customer feedback, the company aims to refine its service processes, improve customer satisfaction and loyalty, and strengthen public trust and market reputation.
Research scope
In January 2020, CEIDEA Research was commissioned by Jexin China to initiate a special study on customer service experience perception. This project conducted a nationwide survey through telephone interviews and online questionnaires, evaluating the satisfaction levels of existing customers who have used Jexin's installment loan services. The survey covered, but was not limited to, the following aspects: product awareness and understanding, application process convenience, disbursement efficiency, acceptance of interest rates, attitude toward collections, quality of customer service response, transparency of information, and overall service experience. Through quantitative data analysis to measure the customer experience index, and by incorporating open-ended questions to capture customer suggestions and emotional feedback, the study lays the foundation for building a more user-aligned financial service ecosystem.
Expected outcomes
The research findings enabled Jexin to comprehensively identify core variables influencing customer satisfaction, clearly pinpointing key pain points in areas such as application procedures, information disclosure, and after-sales service. Through customer segmentation analysis, the study revealed differences in service expectations across various customer groups, providing strategic recommendations for targeted service improvements and tailored communication approaches. Ultimately, the resulting research report offers data-driven insights for Jexin in optimizing service workflows, employee training, product upgrades, and customer retention, thereby enhancing overall service quality and reinforcing its leadership position in the consumer finance sector. Company Overview Jexin Consumer Finance Co., Ltd. is a wholly-owned subsidiary established in China by PPF Group, the largest international financial investment group in the Middle East and Eastern Europe. It is one of the four pioneering consumer finance pilot companies approved by the China Banking Regulatory Commission and remains the only foreign-owned consumer finance company operating in the Chinese market. Since entering the Chinese market, Jexin has consistently focused on providing consumers with convenient, secure, and compliant installment and small loan services. Its business operations cover multiple provinces and cities across China, with a service network extending to both urban and rural areas, dedicated to improving financial accessibility for ordinary consumers and contributing positively to the development of inclusive finance. Research Background In the context of a maturing consumer finance market and increasingly intense competition, customer experience and service quality have become key determinants of a company's long-term sustainability. While continuously optimizing its product portfolio and enhancing risk control capabilities, Jexin China also seeks to systematically understand customers' authentic perceptions and experiences regarding its products and services, identifying potential pain points and areas for improvement. By collecting both quantitative and qualitative customer feedback, the company aims to refine its service processes, improve customer satisfaction and loyalty, and strengthen public trust and market reputation. Research Content In January 2020, CEIDEA Research was commissioned by Jexin China to initiate a special study on customer service experience perception. This project conducted a nationwide survey through telephone interviews and online questionnaires, evaluating the satisfaction levels of existing customers who have used Jexin's installment loan services. The survey covered, but was not limited to, the following aspects: product awareness and understanding, application process convenience, disbursement efficiency, acceptance of interest rates, attitude toward collections, quality of customer service response, transparency of information, and overall service experience. Through quantitative data analysis to measure the customer experience index, and by incorporating open-ended questions to capture customer suggestions and emotional feedback, the study lays the foundation for building a more user-aligned financial service ecosystem. Expected Outcomes The research findings enabled Jexin to comprehensively identify core variables influencing customer satisfaction, clearly pinpointing key pain points in areas such as application procedures, information disclosure, and after-sales service. Through customer segmentation analysis, the study revealed differences in service expectations across various customer groups, providing strategic recommendations for targeted service improvements and tailored communication approaches. Ultimately, the resulting research report offers data-driven insights for Jexin in optimizing service workflows, employee training, product upgrades, and customer retention, thereby enhancing overall service quality and reinforcing its leadership position in the consumer finance sector.
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