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Our Impact

Ujjivan has historically demonstrated an inclusive approach towards balancing the interests of its key stakeholders, viz., customers, employees, investors, regulators and the community. Towards this objective, Ujjivan has implemented a host of initiatives and efforts to ensure that all stakeholders are invested with the business. This has strengthened its stakeholder relationships and continues to be a huge asset for Ujjivan.

Today we serve 2.77 million customers across 469 branches in 24 different states. Our 89.18% (as on Sep,30,2015) of customer retention rate is a testimony of our significant positive impact on our customers. We have positively touched millions life in in last 9 years. Some of such success stories of our customers are presented here as a case study.

  • First MFI to focus on financially excluded & underserved urban poor
  • Pioneer of MFI credit products for education, housing, emergency
  • Among first MFIs in the world to be certified by 'Smart Campaign' for customer protection practices
  • History of voluntary interest rate reductions, to uphold philosophy on affordable finance
  • Program to graduate group lending customers to higher-value individual loans to scale up their own businesses, support housing & higher education needs
  • Extensive use of market research and customer surveys as key inputs for product development and business planning
  • Dedicated Service Quality department for customer service and grievance redressal
  • First-in-industry to introduce monthly repayment options based on customer feedback
  • Recognized as Top 10 Companies to work for in India by Great Place to Work Institute
  • Unique in industry 'Management Development Program' for leadership development
  • Performance-based ESOPs policy for all Ujjivan employees as key motivator
  • Unique program which resulted in 60% recruitments through customer & staff referrals
  • Commitment towards employee skill development training through investments of ~1 month salary per employee, across levels
  • Career development program for all employees
  • Return on equity of 15% - 20% p.a. for all exiting investors
  • Facilitated secondary sales of equity as exit route for early investors
  • High credit rating (A- by CARE, Mfr1 by CRISIL) based on portfolio quality
  • Balanced mix of investors between private equity, impact investors & DFIs.
  • Perfect debt servicing record through the history of Ujjivan including during industry crisis
  • Excellent track record since inception
  • Clean record in RBI audits and no pending litigation related to taxes
  • Founding members of MFIN, AKMI – two self-regulatory organizations for propagating microfinance industry issues and best practices
  • Early adopter of codes of conduct prescribed by RBI and MFI industry
  • Worked closely with RBI to develop 'Diksha', an acclaimed, one-of-a-kind financial literacy program
  • History of CSR programs from the first year after break-even in 2009-10 with 5.63% of average net profits over the last three financial years, invested in CSR activities
  • Branch level CSR programs developed in consultation with local customers. A total investment of more than ` 3 Cr in last 5 years
  • CSR program focus initially to upgrade anganwadis & currently building toilets in schools especially for girls.
  • Strong goodwill generation in community instrumental in retaining customers & emerging unscathed from MFI crisis
© 2015 Ujjivan Financial Services Ltd. CIN NO: L65999KA2004PLC035329
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