Qianhai Jixin Internet - Service Quality Assessment of Small Loan Products
Company overview
Shenzhen Qianhai Jixin Internet Financial Services Co., Ltd. (referred to as "Jixin Finance") was established in July 2014, with its headquarters located at the Zhonghang Center in Futian District, Shenzhen. It is a financial services company specializing in providing small-amount credit services to small and medium-sized business owners, individual entrepreneurs, and salaried employees. Jixin Finance primarily assists banks, P2P platforms, and other financial institutions in promoting and delivering their credit products and services, focusing on delivering flexible and efficient financial support through product features such as "fast and simple, no collateral, no guarantees." Since its inception, the company has gradually built a stable customer base in the regional financial services market, thanks to its convenient approval processes and strong service responsiveness.
Research background
With the growing popularity of consumer lending and increasingly frequent personal credit consumption behaviors, the small loan market has rapidly expanded, giving rise to numerous financial service institutions targeting individuals and micro-enterprise customers. At the same time, industry competition has intensified, and consumer attention to product design, service efficiency, and overall customer experience has significantly increased. In this context, Jixin Finance aims to evaluate its current loan service processes and product experience from the perspective of real users, identify potential service weaknesses and product improvement opportunities, and optimize its lending processes, enhance brand reputation, and strengthen market competitiveness.
Research scope
In January 2017, CEIDEA Research was commissioned by Jixin Finance to conduct a "mystery shopper" study, simulating a full journey through the small loan product and service processes across its branches in Shenzhen. The study covered multiple representative business scenarios, including product consultation, document submission, approval communication, disbursement procedures, and post-disbursement customer service. By adopting the identity of a typical end-user, researchers meticulously documented various aspects of each service stage, such as staff responsiveness, process efficiency, script compliance, service attitude, and accuracy of risk warnings. Additionally, the study assessed the user-friendliness and industry competitiveness of the product terms.
Expected outcomes
This study will provide Jixin Finance with a comprehensive, real-user perspective on its service processes and product usage experience, helping the company identify improvement areas in customer consultation response, guidance, product design, and service details. The findings will directly support targeted improvements in service standardization, staff training, product module optimization, and user satisfaction enhancement. Ultimately, this will further strengthen Jixin Finance's service reputation and customer loyalty in the small loan market, laying a solid foundation for sustainable and stable growth in a highly competitive environment
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