Branch, field and doorstep research for banks, NBFCs, MFIs and insurers
Bharat Survey is a market research company for banking and financial services teams that need evidence from branches, borrowers and policyholders rather than from app ratings alone. We run branch mystery audits, satisfaction interviews, product and awareness studies and contact point verification fieldwork, using a GPS-verified Android app and supervisors who re-check a share of every day's records.
- Branch and agent mystery audits
- Borrower and policyholder satisfaction
- Financial inclusion and product awareness studies
- No Aadhaar numbers or account data collected
Financial services research sits close to regulation, so the brief usually starts with a process question before it becomes a marketing one.
Mystery shopping for Banking and Financial Services
Brand health tracking for Banking and Financial Services
Field survey services for Banking and Financial Services
Borrower experience in joint liability groups
Address and business existence checks
A bank or NBFC can only act on audit findings that hold up when a branch manager disputes them. Each stage is designed with that challenge in mind.
- 01
Scenario built from your product rules
We write shopper scenarios from your product notes and the disclosures your policy requires, so every observed gap maps to a written rule.Week 1Survey 3/6 · AmenitiesOfflineHow is drinking water in your area?- Comes regularly
- Comes sometimes
- Rarely / never
- Don't know
✓ Section saved on phone · autosaveBackNext - 02
Visit logged with location and duration
The shopper records observations right after leaving. The app stamps GPS, time and visit length, and flags records created far from the branch.FieldworkLocation evidenceSurvey #BS-0412- In areaInside approx. boundary
- Accuracy±12 m
- Time09:42 · fresh fix
- Mock GPSNot detected
- Interview length11 min
Added to accepted count - 03
Supervisor review before scoring
Short visits, missing answers and location mismatches go back for review or a repeat visit. Nothing is scored on a guess.Daily3,000Target outlets2,184Visited1,962Audited1,871AcceptedDaily accepted auditsLast 12 days - 04
Branch and region scorecards
Scores come with the exact observation behind each lost point, plus shopper verbatims your training team can use.Report3,000Target outlets2,184Visited1,962Audited1,871AcceptedDaily accepted auditsLast 12 daysQualityAccepted1871In review64Outside area19Weak signal8Top gaps · by territoryOut of stock62%Planogram48%Price label31%Visibility24%
- Comes regularly
- Comes sometimes
- Rarely / never
- Don't know
- In areaInside approx. boundary
- Accuracy±12 m
- Time09:42 · fresh fix
- Mock GPSNot detected
- Interview length11 min
Satisfaction work in finance goes wrong in a predictable way: the branch picks who gets surveyed, the interview happens at the counter, and scores come back high. We draw respondents centrally from consented lists, interview away from staff, and keep sales questions separate from service questions.
Moments worth measuring
Account opening, first loan disbursement, a failed digital transaction, a complaint, and a claim. Each moment gets a short, dedicated questionnaire instead of one long annual survey nobody finishes.
- Onboarding and KYC explanation
- Loan disbursal time and charges disclosed
- Complaint resolution and grievance escalation
- Claim settlement experience
- Collection conduct as reported by borrowers
Data we never collect
- Full Aadhaar numbers
- Account or card numbers
- OTPs or passwords
- Bank statements
- Photos of ID documents unless your CPV scope requires it
Our position on finance research
Consumer survey
What customers believe and experience
- Measures trust, satisfaction and product understanding
- Needs a sample frame of real customers or households
- Works in villages, towns and cities
- Best for tracking change over time
Mystery audit
What staff actually do
- Measures process adherence and disclosure
- Needs believable scenarios and trained shoppers
- Works at branches, agents and call centres
- Best for training and branch-level action
Not the right fit if
- Aadhaar eKYC or video KYC processing
- Credit bureau checks or underwriting decisions
- Debt collection or recovery calls
- Selling leads from survey respondents
A good fit if
- Independent branch and agent audits
- Borrower and policyholder interviews
- Financial inclusion fieldwork in rural districts
- Geo-tagged verification visits
Contact point verification
Residence and business verification visits with evidence.
Learn moreCorporate research solutions
Every research format we run for brands and lenders.
Learn moreBrand tracking
Awareness and trust tracking in fixed towns.
Learn moreRural market research
Village fieldwork on credit, savings and insurance.
Learn moreStraight answers to the questions people ask most about this topic.
Is mystery shopping of bank branches allowed?
Banks and insurers commonly audit their own branches and agents with mystery shoppers, and the commissioning institution sets the scope. Shoppers never open real accounts with false identities or submit fake documents. They make enquiries, observe disclosures and record what they were told, and that is written into the scenario.
Do you collect KYC documents during surveys?
No, not in satisfaction or awareness surveys. For contact point verification, the lender defines what evidence is required, and we collect only that, with the applicant's consent. Aadhaar numbers, account numbers and OTPs are never asked for in our questionnaires.
Can you interview microfinance borrowers in villages?
Yes. Interviews happen at home or at a neutral place, never during group meetings or in front of loan officers. Tools are in Hindi or the regional language, and questions on repayment stress are worded carefully and kept optional.
How fast can a branch audit round finish?
It depends on branch count and travel between branches. Scenario sign-off, shopper briefing, visits and review each take time, so we attach a dated plan to the proposal rather than quoting a generic turnaround that ignores your branch spread.
Tell us the products, branches or districts in scope and we will send a sample plan and scenario outline.