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

60%

fewer complaints about “NOC not received”

+9 NPS

points at loan closure

Support

team freed from hundreds of repeated calls

We always assumed this was a backend issue. But SurveySensum showed us it was a communication gap. Switching to SMS solved it – and made our customers feel heard.

Head of Customer Experience

One of Asia’s Largest Digital Lenders

Here’s a Quick Summary..

The Objective

This digital lender wanted to improve the loan closure experience and reduce customer frustration around NOC (No Objection Certificate) delivery – a key factor affecting retention and NPS.

The Challange

Every time a customer closed their loan, one complaint kept popping up:

“I didn’t receive my NOC.” “Where’s the closure document?” “Still waiting on confirmation!”

Support agents were stuck handling the same ticket over and over again. The operations team assumed the problem was technical – that NOCs weren’t being sent from the backend system.

But the truth was hidden inside the feedback.

The Solution

We partnered with their CX team to dig deeper – using SurveySensum’s AI-powered Text Analytics to analyze customer verbatim comments at scale.

What We Did (Step-by-Step)

1. Analyzed 10,000+ survey comments

We ran post-closure survey data through our SensAI engine, which quickly clustered all mentions of “NOC,” “loan closure,” and “not received.”

A clear pattern emerged: complaints were spiking in Tier 2 and Tier 3 cities.

2. Identified the real root cause

The system had sent NOCs via email – but many customers simply weren’t checking their inbox. Especially in rural areas, SMS remained the primary communication channel.

The problem wasn't the failed delivery. It was using the wrong channel.

3. Switched the NOC delivery to SMS

We worked with the team to implement a dual-channel delivery: