Borrowers were randomly assigned to one of four different groups: three treatment groups and one control group.
In Group A, borrowers are assigned to a personal relationship manager who is the sole interface between the borrower and the bank and who can be directly reached by the borrower via phone or email.
In Group B, borrowers receive exactly the same treatment as Group A with one important difference: instead of interacting with a single relationship manager their contact person varies randomly every time.
In Group C, borrowers only receive a reminder call when a payment due date was approaching.
In Group D, the control, borrowers are treated like the regular small business customer of ICICI bank.