Arohan Financial Services Limited | Annual Report 2021-22

All complaints to be dealt efficiently and fairly as otherwise they can damage the reputation and business of the Company. Arohan’s employees would work in good faith and without prejudice in the best interest of the customers. Outbound Process Through the Outbound Process, Arohan’s Customer Insights vertical directly reaches out to customers to understand their needs, while maintaining the highest levels of customer centricity and integrity. Detailed surveys are conducted on loan sourcing, customer satisfaction, overdue, dropout and cross sell products, along with need-based surveys through targeted samples to gain customer insights. QuarterWise Outbound Successful Calls 50,636 52,947 66,679 88,658 FY21-22_Q1 FY21-22_Q2 FY21-22_Q3 FY21-22_Q4 100,000 90,000 80,000 70,000 60,000 50,000 40,000 30,000 20,000 10,000 0 Other initiatives undertaken in FY2021-22 towards strengthening Customer Insights are: Reframing of Customer Grievance Redressal Mechanism – Arohan’s Customer Grievance Redressal Mechanism has been further streamlined with the introduction of a Directly Responsible Individual (DRI) assigned to each grievance received thus, reducing theaverageTurnAroundTime from 17 working days in FY2020-21 to 9 working days in FY2021-22 for redressal of customer grievances and ensuring faster resolution. 65 47 65 24 16 17 9 Average TAT da ys for closed complaints from FY 15-16 till FY 21-22 FY 15-16 FY 16-17 FY 17-18 FY 18-19 FY 19-20 FY 20-2 1 FY 21-22 Outbound call for P2P generation – Further strengthening customer connect and outbound process, Arohan has trained its Customer Care Officers to call customer who have missed the repayment dates and follow-up on ‘Promise to Pay’ (P2P) dates. Post the generation of P2P dates, the field team is advised to visit the customer for collection of EMIs. This has helped boost the collection efficiencies of the Company as well in FY 2021-22. RATINGS & GRADINGS The following rating and grading upgrades in FY 21-22 bear testimony to Arohan’s thought leadership towards developing a sustainable and scalable operational model for maximum customer service to continue going forward: CARE MFI 1 Grading: Arohan continues to retain the highest rated MFI 1 grading from CARERatings for five consecutive years. The grading is assigned on an 8-point scale with MFI 1 being the highest, enabling Arohan to retain its position among the elite league of MFIs in India. Code of Conduct Assessment (COCA): Arohan continues to retain the highest rated C1 grading from M-CRIL for four consecutive years. Arohan has been awarded a score of 96 out of 100 during FY2021-22, an improvement from the score of 95% the previous year. The scores and grading are merited on indicators pertaining to Transparency, Client Protection, 60 Annual Report | 2021-2022