Jexin Financial - Mystery Customer Assessment of Business Processes
Company overview
Shenzhen Jexin Financial Services Co., Ltd. (Jexin China) is one of the leading consumer finance service providers in China, operating under the PPF Group, the largest financial investment group in the Middle East and Eastern Europe. As the wholly owned subsidiary of PPF in the Chinese market, Jexin China is committed to providing convenient installment loan services to a broad consumer base, pioneering an in-store consumer credit service model that operates across multiple cities and retail channels. With the mission of "enhancing consumer purchasing power," the company continuously refines its loan product structure and customer service experience, holding a leading position in the consumer finance industry.
Research background
In an increasingly competitive consumer finance landscape, service quality has become a critical determinant of brand reputation and customer conversion rates. While Jexin China continues to optimize its product offerings, it is also focused on improving customer satisfaction through internal service process enhancements. To identify potential service gaps and operational shortcomings within the loan application process, Jexin has decided to implement a "mystery shopper" approach, simulating the customer perspective to authentically reconstruct and evaluate the quality of service delivered by sales staff across pre-sale, sale, and post-sale stages. This effort aims to provide actionable insights for refining the customer experience and improving sales efficiency.
Research scope
In February 2014, CEIDEA Research was commissioned by Shenzhen Jexin Financial Services Co., Ltd. to conduct a dedicated mystery shopper assessment project. The study designed multiple simulated scenarios based on the complete customer journey during a real-life loan application, including initial consultation, product introduction, guidance through the loan application process, document collection, post-sale follow-up, and issue resolution. As a typical consumer, the mystery shopper entered cooperating stores to record sales personnel's performance in areas such as communication attitude, information delivery, procedural compliance, proactive service awareness, and risk warnings. A standardized scoring system was then applied to evaluate overall service quality.
Expected outcomes
This study will comprehensively reveal service weaknesses and operational deviations existing within Jexin's actual loan service processes, providing quantitative data to help identify key stages affecting customer experience. The final report will present evaluation results centered on core indicators such as process compliance, customer service attitude, and accuracy of information transmission, and will offer targeted optimization recommendations based on identified issues. The research findings will assist Jexin China in further improving in-store service quality, refining employee training programs, enhancing brand reputation, and ultimately driving improvements in loan product conversion rates and customer loyalty.
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