A Research on JIO Customer

Satisfaction in South

Karnataka

Submitted by

Ion Bandyopadhyay - 66

Jobin George – 68

Paarth Tyagi - 102

Suriya prakash S- 162

Thanisa Mehrotra - 164

EXECUTIVE SUMMARY

Reliance JioInfocomm Limited, doing business as Jio, is a LTE mobile network operator in India. It is a

wholly owned subsidiary of Reliance Industries headquartered in Mumbai, that provides wireless 4G LTE

service network (without 2G/3G based services) and is the only 100% VoLTE (Voice over LTE) operator in

the country, with coverage across all 22 telecom circles in India.

Ever since its launch, Reliance Jio’s services have been completely free; Jio’s head of strategy and

planning said that “it would be unfair to charge customers until the Jio management is fully satisfied

with the quality of service.”

Now the company wants to check whether the customers are satisfied with the service of JIO, and what

the key areas to be addressed are.

So this study will aim to find the customer satisfaction of Reliance Jio users in South Karnataka on

various parameters. This will help the company to know what the customers better.

Thus at the end of this study the strong areas and week areas of JIO was identified from the customers

perspective. The sim availability, activation process and customer care being the strong areas and call

connectivity and 4G speed being the weak areas. Customer’s loyalty is moderate and the customers

prefer value for money plans.

TABLE OF CONTENT

S.NO CONTENT PAGE NO

1 INTRODUCTION 3

2 RESEARCH OBJECTIVE 3

2.1 Management problem 3

2.2 Market research problem 3

2.3 Sub problems 4

3 RESEARCH METHODOLOGY 4

3.1 Target group 4

3.2 Hypothesis 4

4 ANALYSIS 5

5 FINDINGS 20

6 RECOMMENDATIONS 21

7 CONCLUSION 21

8 ANNEXURE 22

8.1 Questionnaire 22

INTRODUCTION

Reliance JioInfocomm Limited, doing business as Jio, is a LTE mobile network operator in India. It is a

wholly owned subsidiary of Reliance Industries headquartered in Mumbai, that provides wireless 4G LTE

service network (without 2G/3G based services) and is the only 100% VoLTE (Voice over LTE) operator in

the country, with coverage across all 22 telecom circles in India.

The services were first beta-launched to Jio's partners and employees on 27 December 2015 on the eve

of 83rd birth anniversary of late DhirubhaiAmbani, founder of Reliance Industries, and later services

were commercially launched on 5 September 2016.

Ever since its launch, Reliance Jio’s services have been completely free, with the aim of testing the

network before launching commercial operations. On September 4, Ambani had announced his unique

way to connect the country and support Prime Minister Modi’s Digital India campaign with his ambitious

plan.

Ambani, while announcing the launch on September 1, had said that voice calling on Jio would be free

for life and data would be charged at rock-bottom rates after the expiry of the welcome offer. After the

TRAI order, the company did not indicate the tariffs to be charged to users taking services after

December 4. Operators like Bharti Airtel and Vodafone, along with industry body COAI, had approached

the regulator against the new entrant's scheme of offering free calls and unlimited data access to

consumers till December 31, 2016. They had also complained that given the free data offer, a "tsunami"

of "asymmetric" traffic originating from the Reliance Jio network was coming to their networks, leading

to an increased number of call drops.

According to reports, Jio’s head of strategy and planning said that “it would be unfair to charge

customers until the Jio management is fully satisfied with the quality of service.”

So this study will aim to find the customer satisfaction of Reliance Jio users in South Karnataka on

various parameters. This will help the company to know what the customers better.

RESEARCH OBJECTIVES

MANAGEMENT PROBLEM:

Initial purchase of Jio& satisfaction level within first 3 months of its launch compared to previous

options that the customers have used.

MARKET RESEARCH PROBLEM:

To finalize satisfaction level of Jio users on sim purchase & activation process, call quality, network

coverage, internet speed, download speed, upload speed, customer care quality, app quality and the

motivation to continue using post free usage period and their willingness to recommend to others.

SUB-PROBLEMS:

• Satisfaction on sim purchase / sim availability

• Satisfaction on activation process

• Satisfaction of customer service.

• Satisfaction on network coverage & call quality.

• Satisfaction on 4G speed

• Motivation level of users to continue using JIO post free-usage period

• Willingness to recommend to others

• Plan preference

RESEARCH METHODOLOGY

This study was done using the primary data collected online.

Type of research : Quantitative, Direct and Structured.

Data collection method : Structured online Interviews

Planned interview length (min) : 2 to 3 min

Sample size : 42

Sampling : Simple Random Sampling

Data conversion : Google Forms, MS Excel, SPSS.

TARGET GROUP:

Persons who are using JIO in South Karnataka.

HYPOTHESIS:

• There is a scarcity of Jio sim cards.

• Activation process is taking place as promised

• Customer support is showing sincere interest in understanding the customers’ problem and

solving it.

• There are no call drops.

• 4G speed as promised

• People are willing to use Jio even after free usage period.

ANALYSIS

Sim Card Availability

Here we see that the sim card availability is not correlated with the location of the

customers.

That is the sim card availability is not impacted by the location.

Around 57% of people think that the sim card availability is moderate.

Activation Process is taking place as promised:

There is a negative correlation between the location and the activation process. That is

the ease of activation process depends on the location of the customers.

The average level of satisfaction in terms of the activation process is good in nature.

Customer Support is showing sincere interest in understanding the customers problem and

solving it :

Around 57% of people are of the opinion that the customer care is doing a moderate job

in solving customer’s problems.

Call Connectivity:

45% of the respondents find the call connectivity experience BAD

31% of the respondents find the call connectivity experience MODERATE

22% of the respondents find the call connectivity experience WORST

Only 2% rated the experience vis-à-vis call connectivity as EXCELLENT

As high as 67% of the response indicate a negative experience with respect to Call Connectivity

31%

45%

22%

2%

CALL CONNECTIVITY EXPERIENCEModerate Bad Worst Excellent

4G Speed:

24% of the respondents find the experience with 4G Speed of Reliance Jio to be GOOD

28% of the respondents find the experience with 4G Speed of Reliance Jio to be MODERATE

24% of the respondents find the experience with 4G Speed of Reliance Jio to be BAD

19% of the respondents find the experience with 4G Speed of Reliance Jio to be WORST

Equal percentage of respondents find the 4G speed to be Good/ Bad

43% of the response indicate a negative experience with respect to 4G Speed offered by Reliance

Jio

Secondary research shows that the Experience of the 4G speed differs because of the mobile

handset being used. Relatively new mobile handsets support 4G and hence offer better speed.

5%

24%

24%

28%

19%

4G Speed ExperienceEXCELLENT BAD GOOD Moderate Worst

CUSTOMER’S WILLINGNESS TO USE JIO AFTER THE FREE USAGE PERIOD

From the response, it is understood that almost 60% of the respondents are not fully convinced

to continue using JIO after the post free period.

30% of the users are sure that they will continue using JIO.

If we take 50% of “Maybe” as “Yes” then the around 60% of the total customers will continue

using JIO post the free usage period.

There is less relation between the willingness to continue with JIO and previous operator used.

PLAN PREFERENCE

More than 30% of the respondents prefer RS.150 plan which denotes they are price sensitive.

Another 28% of the respondents prefer Rs.299 plan which means they are value for money

customers

Almost 60% of the respondents prefer plans less than Rs.300.

There is a slight negative correlation between the plans choice and the income.

FINDINGS

That is the sim card availability is not impacted by the location.

Around 57% of people think that the sim card availability is moderate.

There is a negative correlation between the location and the activation process. That is the ease

of activation process depends on the location of the customers.

The average level of satisfaction in terms of the activation process is good in nature.

Around 57% of people are of the opinion that the customer care is doing a moderate job in

solving customer’s problems.

As high as 67% of the response indicate a negative experience with respect to Call Connectivity

43% of the response indicate a negative experience with respect to 4G Speed offered by

Reliance Jio

Only 30% of the customers are ready to continue using JIO post free usage and 60% are in two

minds or not fully convinced to continue the usage.

JIO usage is not related to the previous connection.

More than 60% of the customers are price sensitive and prefer value for money plans.

There is no relationship between the income and plan preference.

RECOMMENDATIONS

Sim availability is activation process is between moderate and good. Could make it available in

more stores to increase the customer’s satisfaction on this parameter.

Similarly customer care is doing a moderate job; they could have been trained better to improve

the satisfaction in this aspect.

More than 67% of the customer had a bad experience with respect to call connectivity so this is

one area which the company needs to address it immediately.

The 4G speed is one which the company feels as its key strength, but 43% of the customers are

unhappy with the 4G speed. So importance should be given to this aspect as well.

Increase the quality of the service to increase the customer loyalty.

Provide value for money products and concentrate on it more as they were the cash cows.

CONCLUSION

Thus at the end of this study the strong areas and week areas of JIO was identified from the customers

perspective. The sim availability, activation process and customer care being the strong areas and call

connectivity and 4G speed being the weak areas. Customer’s loyalty is moderate and the customers

prefer value for money plans.

ANNEXURE: QUESTIONNAIRE