Built for NBFC-MFIs · RBI Fair Practices aligned
AssureCX gives NBFCs and microfinance institutions a structured, field-verified way to measure borrower experience — NPS, CSAT, and CES — at every touchpoint from origination to repayment.
Most NBFCs and MFIs run excellent credit operations. Repayment rates are tracked daily, portfolio quality is reviewed weekly, and branch performance is measured down to the collection visit. But the borrower's experience — how they feel about the process, whether they understood their loan terms, whether the field officer treated them with dignity — produces no data at all.
This gap is not just a CX problem. It is a portfolio quality risk, a regulatory exposure under RBI's Fair Practices Code, and a retention problem that shows up silently in dormant accounts and declining renewal rates.
AssureCX was built to close it.
Delinquency often has a CX root — unclear terms at disbursement, coercive collection visits, unresolved complaints. Without borrower feedback, the pattern never surfaces until it's in your PAR.
Every doorstep visit is a CX moment. Whether agents explain loan terms clearly, treat borrowers with respect, and handle complaints professionally — none of this is visible in your data today.
The 2025 Responsible Business Conduct Direction requires demonstrable fair practices — dignified collections, clear KFS communication, accessible grievance redressal. Surveys are how you build that evidence base.
AssureCX runs as two connected products — a field agent app for borrower-level capture, and an admin console where leadership sees everything in real time.
Goonj is a Progressive Web App — no app store install required — designed for field agents operating in low-connectivity rural environments. Every survey is GPS-verified at submission.
The admin console gives operations and leadership a live view of borrower experience across every branch, every agent, and every customer segment — with export, custom widgets, and a built-in CX Maturity score.
Industry-standard CX measurement adapted for field-based NBFC and microfinance operations — asked verbally by field agents, not by digital forms.
AssureCX produces a composite 0–100 maturity score across three dimensions, updated in real time as field data comes in. Every branch gets its own level designation.
Enterprise CX tools are built for airlines and retailers. AssureCX was built from the start for field-based lending operations.
Five borrower segments, doorstep survey delivery, field agent gamification, and a CX Maturity framework that maps to RBI Fair Practices obligations.
Every survey is geo-tagged at the moment of submission, confirming the visit took place. No desk-filling. A clean audit trail your compliance team can use.
Survey dimensions and the Maturity framework are directly aligned with RBI's 2025 Responsible Business Conduct Direction — your CX data becomes compliance evidence.
No IT department required. Your ops team provides a borrower extract, AssureCX configures the system, and agents start surveying on day one of week three.
AssureCX is currently deployed with leading NBFCs and microfinance institutions serving MSME lending customers — tracking borrower CX across all five customer segments using the Goonj field app and the AssureCX admin console.
We take a limited number of institutional pilots each quarter. Fill in the form and we will respond within one business day.
We take on a limited number of pilots each quarter. Not ready to talk? Email us directly at info@assurecx.com