A nationalised Indian bank deployed ByteVox Echo to capture multilingual Voice-of-Customer feedback across the home loan lifecycle—from application through EMI setup. Within 90 days, the bank achieved a 5× increase in VoC response rates, reduced repeat status follow-ups by 23%, and improved CSAT at high-friction touchpoints by 7 percentage points. The solution enabled closed-loop resolution ownership across regional circles with measurable accountability.
The deployment covered ~120K journey milestones per month with ~18K–25K surveys conducted, spanning document collection, verification scheduling, sanction communication, disbursement coordination, and EMI/NACH setup. Language coverage included Hindi, English, Marathi, Tamil, Telugu, Bengali, and Gujarati, ensuring voice-first inclusion for non-text respondents across metro and non-metro segments.
ByteVox Echo enabled multilingual Voice-of-Customer capture at five critical journey touchpoints: Document Collection, Verification Scheduling, Sanction Communication, Disbursement Coordination, and EMI/NACH Setup. The platform automatically routed low-CSAT or high-risk signals to the appropriate owner—branch, operations, vendor, or circle desk—with SLA-based closed-loop resolution and weekly governance reviews.
5× VoC Response Rate Increase: Survey response rate grew from 0.7% to 3.5%, improving representativeness across circles and enabling earlier issue detection. Time-to-detect service issues dropped from 7 days to 24 hours, reducing repeat status follow-ups by 23% (from 22% to 17%) and cutting grievances converting to formal complaints by 28%.
CSAT and NPS Improvements: CSAT at targeted touchpoints rose from 74% to 81% (+7 pp), and home loan journey NPS increased from +16 to +24 (+8 points). Average escalation closure time decreased from 9.2 days to 6.7 days (–27%), improving customer confidence at key milestones. Verification rescheduling/missed appointments dropped by 29%. reviewers applied additional contextual judgment not fully captured in text.
Top-Scoring Candidates: Top-scoring candidates
Driver Mix Improvements: Key pain points showed measurable reduction—document requirements unclear/repeated requests dropped from 26% to 18% (−8 pp), verification scheduling delays from 21% to 16% (−5 pp), and branch follow-up/multiple visits from 18% to 14% (−4 pp). Disbursement coordination uncertainty fell from 17% to 14%, and rate/fees explanation clarity improved from 10% to 8%.
Voice inclusion improved feedback quality in multilingual and non-metro segments. Ownership-by-driver routing to branch/ops/vendor with SLA discipline, combined with weekly circle dashboards, created measurable closed-loop resolution.
The bank is now expanding to proactive alerts for delayed verification/disbursement milestones, broadening regional language coverage per circle, and embedding driver insights into process simplification and branch coaching. ByteVox Echo gave circle leadership weekly deltas and a measurable closed-loop resolution system that transforms VoC from passive feedback into operational accountability.
