Introduction

Reliance Jio Infocomm Limited, 

World telecom industry is an uprising industry, proceeding towards a goal of achieving two third
of the world's telecom connections. Over the past few years information and communications
technology has changed in a dramatic manner and as a result of that world telecom industry is
going to be a booming industry. Substantial economic growth and mounting population enable
the rapid growth of this industry.

The world telecommunications market is expected to rise at an 11 percent compound annual

growth rate at the end of year 2010. The leading telecom companies like AT&T, Vodafone,
Verizon, SBC Communications, Bell South, Qwest Communications are trying to take the
advantage of this growth. These companies are working on telecommunication fields like
broadband technologies, EDGE(Enhanced Data rates for Global Evolution) technologies, LAN-
WAN inter networking, optical networking, voice over Internet protocol, wireless data service
etc.

Economical aspect of telecommunication industry: World telecom industry is taking a crucial

part of world economy. The total revenue earned from this industry is 3 percent of the gross
world products and is aiming at attaining more revenues. One statistical report reveals that
approximately 16.9% of the world population has access to the Internet.

Present market scenario of world telecom industry: Over the last couple of years, world
telecommunication industry has been consolidating by allowing private organizations the
opportunities to run their businesses with this industry. The Government monopolies are now
being privatized and consequently competition is developing. Among all, the domestic and small
business markets are the hardest.
GLOBAL SCENARIO

Until the 1980s the world telecommunications systems had a simply administrative structure.
The United States telephone service was supplied by a regulated monopoly, American Telephone
and Telegraph (AT&T). Telegraph service was provided mainly by the Western Union
Corporation. In almost all other countries both services were the monopolies of government
agencies known as PTTs (for Post, Telephone, and Telegraph). In the United States beginning in
1983, AT&T agreed in a court settlement to divest itself of the local operating companies that
provided basic telephonic service. They remained regulated local monopolies, grouped together
into eight regional companies.

AT&T now offers long distance service in competition with half a dozen major and many minor
competitors while retaining ownership of a subsidiary that produces telephonic equipment,
computers and other electronic devices. During the same period Great Britain’s national
telephone company was sold to private investors as was Japan’s NTT telephone monopoly. For
telegraphy and data transmission, Western Union was joined by other major companies, while
many multinational firms formed their own telecommunications services that link offices
scattered throughout the world. New technology also brought continuing changes in the
providers of telecommunication. Private companies such as Comsat in the United States were
organized to provide satellite communication links within the country.

Around the world we are witnessing remarkable changes to the telecoms environment. After
years of debate, structural separation is now taking place in many parts of the world including
Hong Kong, New Zealand, Singapore and some European markets. Structural separation or at
least full-blown operational separation is required to advance the entire industry and to create
new business opportunities and innovations which will benefit our society, our economy and
ultimately our industry.

The focus is also shifting away from broadband to what it can actually achieve. Next Generation
Telecommunications better describes this new environment and is essential for the emerging
digital economy. Important services that depend on NGT include tele health, e-education, e-
business, digital media, e-government and environmental applications such as smart utility
meters.
In order to meet this burgeoning consumer demand for NGT applications, we are seeing
increasing investment in All-IP Next Generation Networks and fiber networks. A proper
inventory of national infrastructure assets is required if we want to establish an efficient and
economically viable national broadband structure for these services. In the developing markets,
next generations telecoms will take the form of wireless NGNs (ie, LTE/WiMAX).

These are some of the elements of the broader ICT revolution that is unfolding before our very
eyes. We are right in the midst of the transition from old communications structures (mainly one-
way streets) to new structures that are fully-interactive and video-based.

One of the drivers behind the industry changes are the declining revenues experienced by the
telcos in their traditional markets. Over the past 10 years or so, fixed-line operators have been
affected by deregulation, a severe industry downturn, declining prices and major inroads by
mobile services. In addition, people are drifting to other forms of communication, such as email,
online chat, and mobile text messaging instead of the traditional phone.

This has also led to an increased need for bandwidth, which in turn has revived the submarine
cable sector. In recent times there have been many cable build-out announcements around the
world, and some major systems are again being constructed. Over 25 systems are expected to be
built over the next two to three years and network upgrades are also on the agenda for some
existing systems.

It is clear that the mobile industry is also undergoing profound changes. The saturated developed
markets are forcing the industry to find new revenue streams and we are now seeing other
organizations such as media companies, content providers, Internet media companies and private
equity companies becoming involved in this market.

For the time being however, voice will remain the killer application for mobile with some data
services included as support services and niche market services. 4G (ie, WiMAX/LTE) is the real
solution for mobile data and by 2015 it is expected that the majority of mobile revenues will
come from data.

With the Internet economy, digital media and other telecommunications activities becoming
further established, the need for modern and efficient infrastructure is becoming more critical.
INDIAN OVERVIEW

Today the Indian telecommunications network with over 375 Million subscribers is second
largest network in the world after China. India is also the fastest growing telecom market in the
world with an addition of 9- 10 million monthly subscribers. The teledensity of the Country has
increased from 18% in 2006 to 33% in December 2008, showing a stupendous annual growth of
about 50%, one of the highest in any sector of the Indian Economy. The Department of
Telecommunications has been able to provide state of the art world-class infrastructure at
globally competitive tariffs and reduce the digital divide by extending connectivity to the
unconnected areas. India has emerged as a major base for the telecom industry worldwide. Thus
Indian telecom sector has come a long way in achieving its dream of providing affordable and
effective communication facilities to Indian citizens. As a result common man today has access
to this most needed facility. The reform measures coupled with the proactive policies of the
Department of Telecommunications have resulted in an unprecedented growth of the telecom
sector.

The thrust areas presently are:

1. Building a modern and efficient infrastructure ensuring greater competitive environment.

2. With equal opportunities and level playing field for all stakeholders.

3. Strengthening research and development for manufacturing, value added services.

4. Efficient and transparent spectrum management

5. To accelerate broadband penetration

6. Universal service to all uncovered areas including rural areas.

7. Enabling Indian telecom companies to become global players.

Recent things to watch in Indian telecom sector are:

1. 3G and BWA auctions

2. MVNO

3. Mobile Number Portability

4. New Policy for Value Added Services

5. Market dynamics once the recently licensed new telecom operators start rolling out

6. Services.

7. Increased thrust on telecom equipment manufacturing and exports.

8. Reduction in Mobile Termination Charges as the cost per line has substantially reduced

9. Due to technological advancement and increase in traffic.

INDIAN OVERVIEW

India's telecom sector has shown massive upsurge in the recent years in all respects of industrial
growth. From the status of state monopoly with very limited growth, it has grown in to the level
of an industry. Telephone, whether fixed landline or mobile, is an essential necessity for the
people of India. This changing phase was possible with the economic development that followed
the process of structuring the economy in the capitalistic pattern. Removal of restrictions on
foreign capital investment and industrial de-licensing resulted in fast growth of this sector. At
present the country's telecom industry has achieved a growth rate of 14 per cent. Till 2000,
though cellular phone companies were present, fixed landlines were popular in most parts of the
country, with government of India setting up the Telecom Regulatory Authority of India, and
measures to allow new players country, the featured products in the segment came in to
prominence. Today the industry offers services such as fixed landlines, WLL, GSM mobiles,
CDMA and IP services to customers. Increasing competition among players allowed the prices
drastically down by making the mobile facility accessible to the urban middle class population,
and to a great extend in the rural areas. Even for small shopkeepers and factory workers a phone
connection is not an unreachable luxury. Major players in the sector are BSNL, MTNL, Bharti
Teleservices, Hutchison Essar, BPL, Tata, Idea, etc. With the growth of telecom services,
telecom equipment and accessories manufacturing has also grown in a big way.

Indian Telecom sector, like any other industrial sector in the country, has gone through many
phases of growth and diversification. Starting from telegraphic and telephonic systems in the
19th century, the field of telephonic communication has now expanded to make use of advanced
technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by
day, both the Public Players and the Private Players are putting in their resources and efforts to
improve the telecommunication technology so as to give the maximum to their customers.

India’s telecommunication network is the second largest in the world by number of telephone
users (both fixed and mobile phone) with 1.183 billion subscribers as on 31 May 2019. [2] It has
one of the lowest call tariffs in the world enabled by mega telecom operators and hyper-
competition among them. As on 31 July 2018, India has the world's second-largest Internet user-
base with 460.24 million broadband internet subscribers in the country.

Telecommunication is the transmission of signs, signals, messages, words, writings, images and

sound or information of any nature by wire, radio, or
other electromagnetic systems. Telecommunication occurs when the exchange
of information between communication participants includes the use of technology. The Indian
telecommunications industry is one of the fastest growing in the world and India is projected to
become the second largest telecom market globally by 2010.

India added 113.26 million new customers in 2008, the largest globally. In fact, in April 2008,
India had already overtaken the US as the second largest wireless market. To put this growth into
perspective, the country’s cellular base witnessed close to 50 per cent growth in 2008, with an
average 9.5 million customers added every month. According to the Telecom Regulatory
Authority of India (TRAI), the total number of telephone connections (mobile as well as fixed)
had touched 385 million as of December 2008, taking the telecom penetration to over 33 per
cent. This means that one out of every three Indians has a telephone connection, and telecom
companies expect this pace of growth to continue in 2009 as well. "We are extremely bullish that
the growth will continue in 2009. This year, the number of additions will be in excess of 130
million," according to T.V. Ramachandran , Director General, Cellular Operators Association of
India (COAI), an industry body that represents all Global System for Mobile communications
(GSM) players in India. According to CRISIL Research estimates, eight infrastructure sectors,
which include the telecom sector, are expected to draw more than US$ 345.28 billion investment
in India by 2012.

With the rural India growth story unfolding, the telecom sector is likely to see tremendous
growth in India's rural and semi-urban areas in the years to come. By 2012, India is likely to
have 200 million rural telecom connections at a penetration rate of 25 per cent. And according to
a report jointly released by Confederation of Indian Industry (CII) and Ernst & Young, by 2012,
rural users will account for over 60 per cent of the total telecom subscriber base.

According to Business Monitor International, India is currently adding 8-10 million mobile
subscribers every month. It is estimated that by mid 2012, around half the country's population
will own a mobile phone. This would translate into 612 million mobile subscribers, accounting
for a tele-density of around 51 per cent by 2012. It is projected that the industry will generate
revenues worth US$ 43 billion in 2009-10.

India is currently the world’s second-largest telecommunications market with a subscriber base
of 1.20 billion and has registered strong growth in the past decade and half. The Indian mobile
economy is growing rapidly and will contribute substantially to India’s Gross Domestic Product
(GDP),

India ranks as the world’s second largest market in terms of total internet users. The number of
internet subscribers in the country increased at a CAGR of 45.74 per cent during FY06-FY19 to
reach 636.73 million in 2018-19. Total wireless data usage in India grew 119.00 per cent year-
on-year to 17,940,576 terabytes between April-June 2019. The internet subscribers reached
665.31 million till June 2019.
Further, India is also the world’s second largest telecommunications market, total telephone
subscriber base and tele-density reached 1,195.24 million and 90.52 per cent, respectively, at the
end of September 2019.

Reliance Jio Infocomm Limited, is an Indian telecommunications company and wholly owned

subsidiary of Reliance Industries, headquartered in Mumbai, Maharashtra, India. It operates a
national LTE network with coverage across all 22 telecom circles. It does not
offer 2G or 3G service, and instead uses only voice over LTE to provide voice service on its 4G
network.

Jio soft launched on 27 December 2015 with a beta for partners and employees, and became
publicly available on 5 September 2016. As of 30 November 2019, it is the largest mobile
network operator in India and the third largest mobile network operator in the world with over
369.93 million subscribers. It is also the fourth largest provider of fixed telephony in Country

History

Jio's headquarters in RCP, Navi Mumbai

The company was registered in Ambawadi, Ahmedabad (Gujarat) on 15 February 2007 as

Reliance Jio Infocomm Limited. In June 2010, Reliance Industries (RIL) bought a 95% stake in
Infotel Broadband Services Limited (IBSL) for ₹4,800 crore (US$670 million). Although
unlisted, IBSL was the only company that won broadband spectrum in all 22 circles in India in
the 4G auction that took place earlier that year Later continuing as RIL's telecom subsidiary,
Infotel Broadband Services Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in
January 2013.

In June 2015, Jio announced that it would start its operations throughout the country by the end
of 2015. However, four months later in October, the company postponed the launch to the first
quarter of the financial year 2016–2017.

The 4G services were launched internally on 27 December 2015. The company commercially
launched its 4G services on 5 September 2016. Within the first month, Jio announced that it had
acquired 16 million subscribers. Jio crossed 50 million subscriber mark in 83 days since its
launch, subsequently crossing 100 million subscribers on 22 February 2017. By October 2017 it
had about 130 million subscribers.

Reliance Industries Chairman Mukesh Ambani committed an investment of Rs. 2,50,000 crores
on "Digital India" and said he expected the group's initiatives under it will create over 5,00,000
direct and indirect jobs.

"Digital India as company has seen empowers them to fulfill their aspirations. Reliance JIO has
invested over Rs. 2, 50,000 crores across the Digital India pillars," Ambani said, adding: "I
estimate Reliance's 'Digital India' investments will create employment for over 5,00,000 people.

"Ambani said the launch of Digital India initiative was a momentous occasion in an information
age where digitization was changing the way one lives, learns, works and plays. It can transform
the lives of 1.2 billion Indians using the power of digital technology. And as well as "So 80
percent of the 1.3 billion Indians will have high-speed, mobile Internet. And by 2017, company
would cover 90 percent. And by 2018, all of India would be covered by this digital
infrastructure,"

Acquisition & Subsidiaries:

 Acquired Infotel Broadband Services Limited in 2010.

 Technology - Rancore Technologies
  ILD & NLD - Infotel Telecom.

Agreements:

 An agreement with Ascend Telecom for their more than 4,500 towers across India. (June
2014)
 An agreement with Tower Vision for their 8,400 towers across India. (May 2014)
 An agreement with ATC India for their 11,000 towers across India. (April 2014)
 An agreement with Viom Networks for their 42,000 telecom towers. (March 2014)
 Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing
agreement to share infrastructure created by both parties to avoid duplication of
infrastructure wherever possible. (December 2013)
 A key agreement for international data connectivity with Bharti to utilise dedicated fiber
pair of Bharti’s i2i submarine cable that connects India and Singapore. (April 2013)
 Agreements with Reliance Communications Limited for sharing of RCOM’s extensive
inter-city and intra-city optic fiber infrastructure of nearly 1,20,000 fiber-pair kilometers
of optic fiber and 500,000 fiber pair kilometers respectively (April 2013 / April 2014),
and 45,000 towers (June 2013).

Technology:

 Reliance Jio Infocomm is currently laying OFC across the country to offer Fiber to the
home/premises (FTTH). This fiber backbone will also help them to carry huge amount of
data originated from their 4G network as well as public Wi-Fi network.
 Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum band, acquired in
2010.
 Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately paved
to roll out of LTE-A network aggregation of both technology and both spectrum band.
  At present in different cities of India Reliance Jio offers Wi-Fi services. Most of these
cities are in Gujarat, where Reliance Industries also have one of the largest petro-
refinery.
 Once commercially launched, Jio users can have access to Reliance Communications’
2G & 3G network.

Partnerships

Jio shares spectrum with Reliance Communications. The sharing deal is for 800 MHz band
across seven circles other than the 10 circles for which Jio already owns.

In September 2016, Jio signed a pact with BSNL for intra-circle roaming which would enable
users of the operators to use each other's 4G and 2G spectrum in national roaming mode.

In February 2017, Jio announced a partnership with Samsung to work on LTE - Advanced Pro
and 5G.

Products and services

Mobile broadband
The company launched its 4G broadband services throughout India in September 2016.  It was
slated to release in December 2015 after some reports said that the company was waiting to
receive final permits from the government. Jio offers fourth-generation (4G) data and voice
services, along with peripheral services like instant messaging and streaming movies and music.

Pan-India Spectrum

Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of the
total 22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum. The
spectrum is valid till 2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio
entered into a spectrum sharing deal with younger brother Anil Ambani-backed Reliance
Communications. The sharing deal is for 800 MHz band across seven circles other than the 10
circles for which Jio already owns.

JioFiber

In August 2018, Jio began to test a new triple play fiber to the home service known tentatively as
Jio GigaFiber, including broadband internet with speeds ranging from 100 Mbps to 1 Gbps, as
well as television and landline telephone services.

In August 2019, it was announced that the service would officially launch on 5 September 2019
as JioFiber, in honour of the company's third anniversary. Jio also announced plans to offer
streaming of films still in theatres ("First Day First Show") to eligible JioFiber subscribers.

The company has a network of more than 250,000 km of fiber optic cables in the country, over
which it will be partnering with local cable operators to get broader connectivity for its
broadband services.

Devices
Jio has also marketed co-branded mobile phones.

Jionet WiFi
Prior to its pan-India launch of 4G data and telephony services, the firm has started providing
free Wi-Fi hotspot services in cities throughout India including Surat, Ahmedabad in Gujarat,
and Visakhapatnam in Andhr Pradesh Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh,
select locations of Mumbai in Maharashtra, Kolkata in West Bengal Lucknow in Uttar
Pradesh Bhubaneswar in Odisha, Mussoorie in Uttarakhand Collectorate's Office in Meerut and
at MG Road in Vijayawada among others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket stadiums
hosting the 2016 ICC World Twenty20 matches. .
Jio apps

Jio sim card pouch as distributed by Reliance Jio Infocomm

In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
card to use them. Additionally, most of the apps are in the beta phase. Notable apps include:

 JioChat - instant messaging app

 JioCinema - online HD video library
 JioCloud - cloud-based backup tool
 JioMags - e-reader for magazines
 JioMoney Wallet - online payments/wallet app
 JioSaavn (earlier, JioMusic) - for online and offline music streaming in English and
Indian languages
 JioSecurity - security app
 Jio4GVoice (earlier, JioJoin) - VoLTE phone simulator
 MyJio - manage Jio account and digital services associated with it

JioFi

Jio has also launched Wi-Fi routers by the name JioFi.

Branding and marketing

On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand
ambassador.

The Dominant Players

 Bharti Airtel --- 23% Market Share

 Vodafone India --- 18% Market Share

 Idea Cellular --- 15% Market Share

 Reliance Communications --- 12% Market Share

 BSNL --- 10% Market Share

Pokémon Go
Location-based AR game Pokémon Go was launched in India in December, 2016 in
collaboration with Jio in which hundreds of Jio stores and other Reliance marts and shopping
malls like Reliance Trends and Reliance Digital became Sponsored PokéStops and Gyms.
 CUSTOMER SATISFACTION

Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a

measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals.

Business always starts and closes with customers and hence the customers must be treated as the
King of the market. All the business enhancements, profit, status, image etc of the organization
depends on customers. Hence it is important for all the organizations to meet all the customers’
expectations and identify that they are satisfied customer.

Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall
good relationship with the supplier. In today’s competitive business marketplace, customer
satisfaction is an important performance exponent and basic differentiator of business strategies.
Hence, the more is customer satisfaction; more is the business and the bonding with customer.
It is necessarily required for an organization to interact and communicate with customers on a
regular basis to increase customer satisfaction. In these interactions and communications it is
required to learn and determine all individual customer needs and respond accordingly. Even if
the products are identical in competing markets, satisfaction provides high retention rates. For
example, shoppers and retailers are engaged with frequent shopping and credit cards to gain
customer satisfaction, many high end retailers also provide membership cards and discount
benefits on those cards so that the customer remain loyal to them.

Higher the satisfaction level, higher is the sentimental attachment of customers with the specific
brand of product and also with the supplier. This helps in making a strong and healthy customer-
supplier bonding. This bonding forces the customer to be tied up with that particular supplier and
chances of defection very less. Hence customer satisfaction is very important panorama that
every supplier should focus on to establish a renounced position in the global market and
enhance business and profit.

PURPOSE

"Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty." [1] "Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold:"

On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become
return customers and might even evangelize for the firm. "Individuals who rate their satisfaction
level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative
comments about it to prospective customers. Willingness to recommend is a key metric relating
to customer satisfaction."

One should never ignore the importance of customer satisfaction. There are dozens of factors
contributing to the success (or failure) of a business, customer satisfaction is one of them. It’s
important to track this factor and work on improving it in order to make your customers more
loyal and eventually turn them into brand ambassadors.
If you don’t care about customers’ satisfaction, don’t expect them to care about your services or
products. Sad, but true.  The sooner you face it, the better you’ll perform.

High-standard customer service can win your clients’ hearts and make you recognizable within
your target group. Nowadays when social media play such an important role in making decisions
it’s crucial to keep an eye on the quality of customer service you provide.

Why customer satisfaction is important?

1). A Loyal customer is a treasure you should keep and hide from the world

According to the White House Office of Consumer Affairs, on average, loyal customers are
worth up to 10 times as much as their first purchase. Some research says that it is 6-7 times more
expensive to acquire a new customer than it is to keep a current one.Banks or mobile providers
know it best, so they don’t have any problem with going the extra mile for a customer who is not
quite satisfied and often offer him something special. Not only it is more expensive but also
much more difficult to keep existing and loyal clients (let alone keeping them fully satisfied and
happy!) than to gain some new ones.

2. They can stop being your clients in a heartbeat

Is not rocket science, nowadays clients easily switch their love brands. It is often caused by
terrible customer service. Clients waiting for ages to get feedback or comment from a brand ?
Unacceptable! But it still happens. And gaining clients’ trust takes up to 12 positive experiences
to make up for one unresolved negative experience.

3. It’s (all) about the money, too

It shouldn’t be surprising, but customer satisfaction is also reflected in your revenue. Customers’
opinion and feelings about the brand can affect, in both positive and negative way, the essential
metrics – such as the number mentions and repeated transactions, and also customer lifetime
value or customer churn.

Happy customers won’t look at your competitors offers – they will happily interact with your
brand again, make a purchase and recommend the product further. If you meet all of their
requirements and answer their needs while delivering the best quality of your services, they will
be fully satisfied.

Not to mention your brand will increase sales revenue!

4. Customer satisfaction is a factor that helps you stand out of the competition

Kate Zabriskie once said that “Although your customers won’t love you if you give bad service,
your competitors will.” and we couldn’t agree more.

Your competitive rivals are just waiting for you to make a wrong move. What is more, they can
often play the role of an instigator. Being prepared for their provocations is not enough if you
don’t know how to deal with the negative backlash.

However, if you provide your customers with amazing customer service, you will gain
arguments to convince those uncertain of your services.

5. Great customer experience can take your brand places

The importance of customer satisfaction should never be neglected. You should consider it
especially while planning your marketing and positioning campaigns. Satisfied customers are
more likely to share your content across social media.

They will also more keenly interact with your posts, leaving some delightful and admirable
comments. Later you can use it as the source for case studies and success stories. Being an
example of a company that provides a ravishing customer satisfaction? Every brand should aim
for it.

What is customer satisfaction?

Customer satisfaction a measurement we use to quantify the degree to which a customer is
satisfied with a product, service, or experience. It measures how a customer feels about a brand
interaction.
Many terms in business are nebulous and vague. Customer satisfaction is one of those terms.
In practice, this could be executed using many different survey design tactics, such as differing
questions, survey response scales, and collection methods. Sometimes, we collect these measures
right after a transaction or other times at a fixed date in the customer relationship. Sometimes we
use a five-point Likert scale, and sometimes we use a Net Promoter Score® (NPS®) survey.

In fact, there’s some ruckus around the term “customer satisfaction.” After all, as the argument
goes, customer satisfaction is simply the absence of customer frustration. If you have a great
meal at a restaurant, you don’t sit back, smile, and say, “that meal was ... satisfactory.”

The argument is that we should aim for delight. We’ll ignore arguments of semantics in this
guide, but it’s important to note that the focus generally shouldn’t be on providing an average
experience, but rather, on creating raving promoters for your business.

Still, measuring customer satisfaction can help us do this (no matter what we call the metric).

Why Measure Customer Satisfaction?

If you don’t measure customer satisfaction, you can’t identify unhappy customers. If you don’t
know who is unhappy, you don’t know who will churn, and you can't figure out why they're
unhappy. If people churn faster than you can acquire new customers, your business will fail.

“Measurement is the first step that leads to control and, eventually, to improvement. If you can’t
measure something, you can’t understand it. If you can’t understand it, you can’t control it. If
you can’t control it, you can’t improve it.”

― H. James Harrington

 
 Without contact or feedback from the customer, we isolate ourselves in a sort of bubble.

The truth is, however, that even the best, most innovative, top-performing businesses all have
faults and opportunity areas. These companies are elite because they measure things like
customer satisfaction and act upon the data.

If you’re open to the idea that you could improve, it’s worth spending the little bit of time it takes
to set up measurement solutions and to collect the data. What’s the harm? You might find
problem areas that are worth massive amounts in terms of ROI.

That’s the general truth about measuring and data. Specifically, though, what’s the importance of
customer satisfaction to business health?

Retention.

Customer retention is arguably the most important factor in long-term business growth. You can
acquire customers as rapidly as you’d like, but if they aren’t sticking around, you don’t have a
sustainable business.

Retention affects every part of a business, from the customer acquisition cost to the customer
lifetime value to word of mouth and customer loyalty. In fact, the ratio of these metrics
(CAC/LTV) is important, too: You can spend more money to acquire customers if they retain for
longer and are worth more. It’s one business lever that truly impacts every other.

If you’re still not convinced, check out these two data points:

 82% of companies agree that retention is cheaper than acquisition.

 A repeat customer spends 67% more than a new customer.
Retention is good for business. Here’s how Brian Balfour, former VP Growth at HubSpot, puts
it:
“The point is, every improvement that you make to retention also improves all of these other
things — virality, LTV, payback period. It is literally the foundation of all of growth, and that’s
really why retention is the king.”
Okay, we’ve established that customer satisfaction matters and that you should measure it. Now
the question is: How?

How to Measure Customer Satisfaction?

Every method of collecting data on customer satisfaction comes down to a customer survey.

With digital analytics, we can determine if users are researching a goal, how they are interacting
with a feature, or even their relative struggle completing a given task. But we can’t gauge their
emotional response to any of that.

That’s the secret. Measuring customer satisfaction gives you a peek at your customers’ emotional
responses.

If we simply judge customer experience on conversion rates and goals completed, the DMV
would score very high — much higher than something with higher funnel drop-off, like, say,
buying a Tesla.

Luckily, most businesses know not to measure things so myopically. We look at data in the right
context and with a blend of attitudinal and behavioral data. When it comes to optimizing for
customer experience and improving customer satisfaction, that’s the way to go.

Surveys: When do you send them? To whom do you send them?

These are great questions — and it depends on what you want to answer.

Most often, with a customer satisfaction survey, you’re looking to answer a very specific
question such as, “How did the customer feel about this specific situation?” This situation is
usually transactional, such as buying a pair of socks or getting an oil change.

In this case, you’re best off sending the survey as soon as you can. The longer the delay, the
more likely it is that your data will be skewed. The memory does strange things, especially when
it comes to emotions and experiences. If you want a true reflection of the customer’s experience,
send the survey ASAP.

Sometimes, however, we want to learn if there has been a longitudinal change in customer
satisfaction, either on an individual or aggregate level ... basically, have we improved or not over
time? In this case, you just need to control for time and make sure that all surveys are being sent
to users in a similar time interval (immediately, six months after purchase, two years after
purchase, etc.). This allows you to analyze users in cohorts to determine differences in customer
satisfaction scores over time. 

Who should fill out customer satisfaction surveys? Ideally, every customer that has an
experience with your business. Wherever you can bake in an effortless customer satisfaction
survey, I would do so (barring an annoying user experience, of course).

In some cases, you’ll want to isolate certain groups of customers to do more in-depth surveys. In
this case, again, it depends on the answers you’re looking for. If, for instance, you want to find
out what it is your best customers love about your business, you would isolate customers with
that cluster of characteristics and survey them. Same goes for any group of customers from

which you’d like to get insights.

How to Improve Customer Satisfaction?

1. Ask for customer feedback

2. Educate customers and provide answers

3. Make things easy to accomplish

4. Wow your customers

Now that we’ve discussed the importance of customer satisfaction, as well as some methods for
measuring satisfaction, the obvious question is, “How do we improve customer satisfaction?”
The obvious answer is that there is no tried-and-true silver bullet strategy here. (Sorry.)

However, there are some guiding principles and evidence-based tactics that can get you some
quick wins. Hopefully, they’ll get you started on the path to an improved customer experience.

1. Ask for customer feedback

This one is table stakes: Make it easier for your customers to complain.

If your customers can’t give you feedback or complain to you directly, they’ll do so on social
media or to their friends. They’ll be doubly frustrated — first with their poor experience, and
second with their lack of an outlet to fix their poor experience.

This means investing in customer feedback tools and customer support.

Often, if you have a well-placed mechanism to catch customer feedback and respond in real
time, you can prevent a user from becoming a detractor in the first place. If you can react
quickly, you can turn the situation into a positive one.

2. Educate customers and provide answers?

All customer questions should be readily answerable, either manually, within your interface, or
with documentation.

It’s incredibly frustrating when you can’t find an answer to a question or concern while using a
product or browsing a website. How many times have you experienced that and tried, to no avail,
to find a live chat or some way to get an answer? It’s far too common.

You have a few options here.

First, and no matter what, conduct user experience (UX) research. If you simply run a few user
tests and watch some session replays (using a tool like HotJar), you’ll find tons of UX problems
that you never would have noticed otherwise. It’s both alarming and insightful, but it’s
inarguably useful.
3. Make things easy to accomplish?

Usability is important to the customer experience. Despite this, it’s not often thought about in
terms of customer satisfaction.

We think about the power of our features and what you can accomplish with the product, but we
forget that users have to learn how to use the platform — that it’s often not an intuitive
experience.

The easiest-to-use products are the most addicting.

Facebook knows this, and so does every other app on which you spend too much time. They
make things so frictionless that, when you receive a trigger (either internal or external) to use the
app, there’s no difficulty in doing so.

Companies with positive, healthy missions think a lot about this as well, because their whole
goal is to create habits. Think about products like HeadSpace and Duolingo: It’s not easy to
meditate or to learn a foreign language, but the ease of the app makes it easy to do

4 . Wow your customers?

Satisfy your customers? That’s a good start, but you should really be aiming to delight your
customers. To wow your customer.

At least that’s the advice that Warren Buffett gives ... so it’s probably pertinent wisdom.

According to Buffett,

“Any business with delighted customers has a sales force they won’t have to pay; You don’t see
them, but they are talking to people all the time.”
 Customer Satisfaction Tools & Software

Tools for Measuring Customer Satisfaction

The first thing you need to figure out is how you’ll collect customer satisfaction data. Depending
on your goals, you could collect it via customer surveys (and you could send your customer
surveys multiple different ways), in-app surveys, post-service surveys, or even with customer
interviews or longer form surveys.

My favorite way? Right in your app or website, and right after a critical moment in the user
experience. For instance, if you have a photo-sharing app, triggering a feedback survey after a
user uploads their first photo could be a great inflection point. Similarly, after a user makes a
purchase on an e-commerce site, you’d ideally be able to trigger a survey to get their immediate
thoughts.

Customer Satisfaction Measurements and Methods

Outside of the specific tool you use and the time you trigger the survey, you also need to
consider which customer satisfaction methodology you use. There’s no shortage here, either.

First, as we mentioned previously in this guide, NPS is a popular method because of its
simplicity and action ability. Data is useless if you can’t use it to make better decisions, and NPS
seems to have both high predictive validity and action ability. People understand what it means,
so it can be put to use in an organization quite easily.

Then there are other “one question” satisfaction methodologies like SUS and CSAT (Customer
Satisfaction Score). CSAT is the most commonly used satisfaction method, and it’s likely the
most straightforward as well.
Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale
and retention rate.

Businesses need money to survive. To make money, businesses need customers. Ideally these
customers are happy, tell their friends about you and keep coming back.

While your business might survive with angry, single-purchase customers, only businesses with
a focus on customer satisfaction will thrive. Customer satisfaction is the difference between
surviving and thriving

Importance of Customer Satisfaction.

Teams that measure customer satisfaction can easily calculate the expected risk of unhappy
customers. By putting a number to the importance of customer satisfaction, you can have more
meaningful conversations with your boss and company about investing in your team.

Commit the entire team to improving customer satisfaction day in and day out. Measure your
progress, and enjoy the benefits.
Satisfied customers will recommend you to their network.

Customer advocacy is a very efficient form of marketing. Small businesses estimate that 85% of
their new business comes from word of mouth.

Satisfied customers will continue to buy from you.

Not only do loyal customers spend more long term, it’s actually cheaper to keep them happy than
trying to acquire a new customer. It’s 6 times more expensive to woo that new customer than it is
to retain an existing one. (Think about how much you’ve spent on first dates in your lifetime!)

Satisfied customers are better for your sanity.

Listening to what customers want means that you won’t be constantly at odds with your clients.
Just like arguments in a relationship are emotionally draining, having grumpy customers
constantly writing into a support team leads to burnout and a much unhappier work environment.

Ways to improve your customer satisfaction

1. Treat every customer as if they were a VIP

Give every customer the same excellent treatment as you would like to receive yourself. It’s as
simple as that! You could use some of the following approaches:

 Thank your customers for their business, both in person and also printed on the receipt.

 Make a real effort to help your customers and assist them in every way you can.

 Keep your promises and integrity. If you say that you will contact them to let them know
when an item is back in stock – be sure that you do! Every so often, businesses forget or fail
to get back to their customers, who might very well find another supplier in the meantime.
2. Keep measuring customer satisfaction

Studies show that 91% of unhappy customers will never come back to a business they believe is
below par. By frequently measuring customer satisfaction, you can reduce the number of
unsatisfied customers and prevent customer churn. An effective and easy way to measure
customer satisfaction is using an online survey tool from a survey provider, such as Netigate.

3. Know how you should survey your customers happiness – the right way

With a customer feedback survey, you are able to find out how happy your customers are with
you, if and what you need to do to improve your product or service and to identify those
customers who love your product and could possibly send new customers your way. A Net
Promoter Score is the ultimate survey to find out how likely it is that your customer would
recommend your business to others, with one simple question. If you choose to have a slightly
more comprehensive survey, make sure you keep it fairly short, less than 10 questions and not
longer than 3.5 minutes.

4. Keep an eye on what customers say about you on social media

When you track and monitor customer satisfaction on social media you are updated on both
positive and negative feedback and can take appropriate measures to resolve them. The majority
of people use their mobile phones up to 150 times per day and many of them turn to social media
when they want to leave a complaint. Take the opportunity and use social media to increase your
customer satisfaction!
Literature review
C. Boobalan and K. Jayaraman (2017)

The entitled “Customer satisfaction towards Reliance Jio sim with special reference to
Dharmapuri District” is carried out with an objective to determine the customer satisfaction on
Reliance Jio sim services in Dharmapuri district and to find out the customers satisfaction
towards using the services. Data were collected by survey method through structured
questionnaire with both opened and closed ended questions. For distribution of questionnaire to
the customers random sampling method was used to select the customers and the survey was
taken among those selected users. After collecting the data from the respondents it was analyzed
using Simple Percentage, ChiSquare Tests and F-test. In the era of information explosion, people
are to be provided with quick and timely access to information. Indian Telecom industry is one
of the fastest growing telecom markets in the world. In telecom industry, service providers are
the main drivers; whereas equipment manufacturers are witnessing growth. The present study
carried out with 468 users of Reliance Jio.

NAIDUBRAHMANI, S . V A M S I ( 2 0 1 6 )

In May 2016, jio launched a bundle of multimedia app son Google play aspart of its upcoming

4Gservices.Jiosim is more compatible to most of the apps than other sim cards makes in to
penetrate in to the market. From the previous literature there are less number of observation sex
tracted by the previous researchers. Thereby the present paper focuses in knowing the
satisfaction level of customers on the usage of jio sim, placing it as its major objective. Further it
went on fulfilling two objectives such as analyzing the impact of demographics on the overall
satisfaction level of users and extracts different reasons associated with them. In order to meet
these objectives, the paper has organized a survey method using a schedule on 192respondents,
those are survey using simple random sampling .the results have stated that the respondents are
not complete satisfied with usage of jio sim. The strong reason behind their dissatisfaction is its
speed i.e. the users are not getting the same speed all the time. The other two more reasons
identified are compatibility of other sim cards, call connects, voice call connects. There
somewhere the customers are mostly satisfied are cost effective, free calls, no roaming providing
free channels ,providing free caller tunes, voice clarity .Even it is found that the demographics
hardly affects their satisfaction level Finally it is suggested to improvise the situation of jio sim
by considered the reason stated above where the customers shared their dissatisfaction level. The
present paper can further known to usage places its statement is better analysis in future.

Mr.R.Santosh , Dr.KVR.Rajandran

This research paper “A Study on Customer satisfaction on using Reliance – 4G Jio service in
Vallam - Thanjavur District” is carried out with an objective to identify the customer satisfaction
on Reliance Jio sim services in Thanjavur district and to find out the customer’s satisfaction
towards using the Jio 4G services. Data were collected with the help of survey method through
structured questionnaire with opened and closed ended questions. The distribution of
questionnaire to the customers random sampling method was used to select the customers and
the survey was taken with those selected users. After collecting the data from the customers it
was verified and analyzed using Percentage, ChiSquare Tests method and F-test method for
identifying the customer perspective over Reliance 4G Jio Service. In the recent trend people are
provided with quick and timely information. The communication and telecom industry of India is
one of the fastest growing markets in the world. In communication and telecom industry, service
providers are the main domain drivers whereas equipment manufacturers are witnessing growth.
The present study carried out with 500 users of Reliance 4G Jio service.

Dr.T.Sisili, S.Gokul kumar, S.Sivakumar, G.Manikandan (2018)

Indian Telecom industry is one of the fastest growing telecom markets in the world. In telecom
industry, service providers are the main drivers, The entitled “A Study on Customer satisfaction
towards Reliance Jio network” is carried out with an objective to determine the customer
satisfaction on Reliance Jio and to find out the customers satisfaction towards the products and
services and. Data were collected by survey method through structured questionnaire with both
opened and closed ended questions. For distribution of questionnaire to the customers random
sampling method was used to select the customers and the survey was taken among those
selected users. After collecting the data from the respondents it was analysed using Simple
Percentage Analysis, Friedman Test, chi-squared test and regression. In the era of information
explosion, people are to be provided with quick and timely access to information. The present
study carried out with 172 users of Reliance Jio. The whole study is carried with the help of
those respondents.

R. Sorna priya and M. Sathiya (2017)

In May 2016, Jio launched a bundle of multimedia apps on Google play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
card to use them. Additionally, most of the apps are in beta phase. The apps are My Jio, Jio TV,
jio Chat Messenger, Jio Music, Jio 4GVoice, Jio Xpress News, Jio Security, Jio Drive, Jio
Money Wallet. With the enrichment of technology, the consumer preference is changed from one
person to another. For the purpose of satisfying consumers, Telecom industries are offering
number of mobile phone networks and also provide cost free services to satisfy their customers.
The study involves in analyzing the satisfaction of customer towards Jio network and the data is
collected from 50 respondents with help of convenient sampling technique. The study suggests
from its analysis to improve the network coverage and remove the calling congestion.

Rajeshwari paneer (2019)

The development of telecom industries are at vast level. Because of privatization of

telecommunication, the network provider wants to find this distinguished place in the market.
Every network provider chooses the strategy to sustain them. Compare to other network
providers JIO has placed a fantastic role. The latest one is JIO launched a multimedia app on
Google play as part of its upcoming 4G services. So this study wants to find the customer
satisfaction towards JIO services. The study undertaken at Ranipet, convenience sampling was
adopted. 200 sample was collected through structured questionnaire. The various statistical tools
were applied to interpret the data. Through the interpretation the study helps to provide a
meaningful suggestion to improve the customer satisfaction towards JIO services.

Dr. S. Shanmugapriya & M. Sangeetha (2018)

A computer network or a data network is a digital telecommunication network which is allows to

provide resources of Reliance JIO limited(RJL) a subsidiary of reliance industry limited(RIL) is
India’s largest private sector company, which is the most first telecom operator to hold pan India
unified license. The company provides all communications services except global mobile
personal communication by satellite services. The objective of this study is to know the socio
economic profile of sample users and to identify customer’s satisfaction level of reliance JIO 4G
data service. In this study the Questionnaire method is used to collect the data the simple
percentage and chi-square method is applied. The major findings of this study and suitable
suggestions are presented in this article.

·  K. Raghavendra ( 2018 )

A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of

services which he expects will satisfy his wants. If any producer makes out the marketing
programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate
objectives Therefore a marketer must know more and more about the consumers, so that the
products can be produced in such a fashion to give satisfaction to them. Reliance Jio is working
according to Indian market; it gives best quality services at much less price. Reliance Jio also
giving challenge to all Competitors. The customers are varied and most of yet to be tapped and
avail the new technology and services. To understand the adaptation on new services, technology
and reach to customer this resulted in research work titled: The type of research here is
“Descriptive Research Design”. This kind of design is used for more precise investigation or of
developing the working hypothesis from an operational point of view. It has inbuilt flexibility,
which is needed because the research problem, broadly defined initially, is transformed into one
with more precise meaning in exploratory studies, which in fact may necessitate changes in
research procedure for gathering relevant data.

Dr. M. Venkatraman, Ms. T. S. Keerthana ( 2017)

Jio launched a bundle of multimedia apps on google play as part of its upcoming services in may
2016. While the apps are available to download for everyone, a user will require a Jio sim card to
use them. The apps are my Jio, Jio TV, Jio chat messenger, Jio music, Jio 4G voice, Jio xpress
News, Jio security, Jio Drive, Jio money wallet. The consumer preference is changed from one
person to another. The study involves in analyzing the satisfaction of customer towards Jio
network, and services. The data is collected from 50 respondents with the help of convenient
sampling technique. The study suggest from its analysis to improve the network coverage and
remove the calling congestion.

N. Mythili S. Sivakumar (2019 )

This assessment paper "A Study on Customer satisfaction towards reliance jio sim network with
special reference to KARUR DISTRICT " is finished with an objective to perceive the purchaser
steadfastness on Reliance Jio sim benefits in karur District and to find the shopper reliability's
towards using the Jio 4G organizations. Data were accumulated with the help of review
procedure through sorted out overview with opened and shut completed request. The
dissemination of survey to the customers unpredictable examining system was used to pick the
customers and the review was taken with those picked customers. In the wake of get-together the
data from the customers it was affirmed and separated using Percentage, Chi-Square Tests
procedure and F-test strategy for perceiving the customer perspective over Reliance 4G Jio
Service. In the progressing design people are given quick and promising information. The
correspondence and telecom industry of India is one of the speediest creating markets on earth.
In correspondence and telecom industry, pro communities are the essential space drivers while
gear makers are seeing advancement. In May 2016, Jio impelled a stack of sight and sound
applications on Google have as impact of its imminent 4G organizations. While the applications
are open to download for everyone, a customer will require a Jio SIM card to use them. In
addition, most of the applications are in beta stage. The applications are My Jio, Jio TV, jio Chat
Messenger, Jio Music, Jio 4GVoice, Jio Xpress News, Jio Security, Jio Drive, Jio Money Wallet.
With the progression of development, the customer tendency is changed beginning with one
individual then onto the following. To satisfy purchasers, Telecom ventures are offering number
of mobile phone frameworks and moreover give cost free organizations to satisfy their
customers. The assessment incorporates into examining the satisfaction of customer towards Jio
era.

Preet Kacholiya (2016)

In May 2016, Jio launched a bundle of multimedia apps on Google play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
card to use them. Additionally, most of the apps are in beta phase. The apps are My Jio, Jio TV,
jio Chat Messenger, Jio Music, Jio 4GVoice, Jio Xpress News, Jio Security, Jio Drive, Jio
Money Wallet. With the enrichment of technology, the consumer preference is changed from one
person to another. For the purpose of satisfying consumers, Telecom industries are offering
number of mobile phone networks and also provide cost free services to satisfy their customers.
The study involves in analyzing the satisfaction of customer towards Jio network and the data is
collected from50 respondents with help of convenient sampling technique. The study suggests
from its analysis to improve the network coverage and remove the calling congestion

Dr. Gowthami Chinthala, Ms. H.Madhuri, Mr. Kranthi Kumar (2017)

The purpose of the study is to analyze the customer satisfaction towards services provided by
JIO Telecommunication service provider. The study is aimed at examining the determinants of
customer satisfaction. Data has been collected from 100 respondents from the states of
Telangana and Andhra Pradesh. SPSS 20 has been used for analyzing the data. The results of the
study showed that majority of the respondents are satisfied with the services provided by JIO.
The gender wise analysis of customer satisfaction concluded that there is no difference in the
opinion of male and female respondents on the satisfaction level towards the services provided
by the JIO telecommunication services provider.

Dr. R. VENKATESAN, M. R. RAMYA ( 2019)

The service will be called ‘Jio GigaFiber Service’. He also announced that jio phone Monsoon
Hungama starting July21, where feature phones can be exchanged for Jio Phone for Rs 501.
Reliance, he said, has reached an inflection point with consumer business contributing as much
as its energy and petrochemical. Ambani said since its launch, jio has amassed 215 million
customers and has sold over 25 million Jio phones. After shaking the mobile telephony market
with free voice calls and dirt cheap data, richest Indian Mukesh Ambani today announced plans
to launch ultra high speed fixed line broadband Services for homes and enterprises.

Kolachalamraghavendra , Dr. S.Rabiyathul Basariya (2018)

A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of

services which he expects will satisfy his wants. If any producer makes out the marketing
programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate
objectives Therefore a marketer must know more and more about the consumers, so that the
products can be produced in such a fashion to give satisfaction to them. Reliance Jio is working
according to Indian market; it gives best quality services at much less price. Reliance Jio also
giving challenge to all Competitors. The customers are varied and most of yet to be tapped and
avail the new technology and services. To understand the adaptation on new services, technology
and reach to customer this resulted in research work titled: The type of research here is
“Descriptive Research Design”. This kind of design is used for more precise investigation or of
developing the working hypothesis from an operational point of view. It has inbuilt flexibility,
which is needed because the research problem, broadly defined initially, is transformed into one
with more precise meaning in exploratory studies, which in fact may necessitate changes in
research procedure for gathering relevant data.
KR Mahalaxmi, Suresh Kumar N 2017

Abstract The aim of the study is to identify the factors which makes the customers to prefer the
reliance JIO service provider and their satisfaction level in Trichy region. This study is carried
out through a pilot survey from 50 respondents. The results of the survey are analysed using chi
square test. The study makes effort to ascertain the satisfaction level of customers of reliance
JIO. Through this survey, the company would be able to come up to the expectation level of its
customers. The findings revealed that the promotional offers makes the most of the customers to
prefer this service provider. Reliance JIO has already occupied the one third of the market share
within a span of 5 months, and their marketing strategy plays a vital role in it. So, the present
study made an attempt to reveal the impact on customer’s preference and satisfaction level in
reliance JIO.

Mr.R.Santosh , Dr.KVR.Rajandran

This research paper “A Study on Customer satisfaction on using Reliance – 4G Jio service in
Vallam - Thanjavur District” is carried out with an objective to identify the customer satisfaction
on Reliance Jio sim services in Thanjavur district and to find out the customer’s satisfaction
towards using the Jio 4G services. Data were collected with the help of survey method through
structured questionnaire with opened and closed ended questions. The distribution of
questionnaire to the customers random sampling method was used to select the customers and
the survey was taken with those selected users. After collecting the data from the customers it
was verified and analyzed using Percentage, ChiSquare Tests method and F-test method for
identifying the customer perspective over Reliance 4G Jio Service. In the recent trend people are
provided with quick and timely information. The communication and telecom industry of India is
one of the fastest growing markets in the world. In communication and telecom industry, service
providers are the main domain drivers whereas equipment manufacturers are witnessing growth.
The present study carried out with 500 users of Reliance 4G Jio service.
N. Mythili & S. Sivakumar

This assessment paper "A Study on Customer satisfaction towards reliance jio sim network with
special reference to KARUR DISTRICT " is finished with an objective to perceive the purchaser
steadfastness on Reliance Jio sim benefits in karur District and to find the shopper reliability's
towards using the Jio 4G organizations. Data were accumulated with the help of review
procedure through sorted out overview with opened and shut completed request. The
dissemination of survey to the customer’s unpredictable examining system was used to pick the
customers and the review was taken with those picked customers. In the wake of get-together the
data from the customers it was affirmed and separated using Percentage, Chi-Square Tests
procedure and F-test strategy for perceiving the customer perspective over Reliance 4G Jio
Service. In the progressing design people are given quick and promising information. The
correspondence and telecom industry of India is one of the speediest creating markets on earth.
In correspondence and telecom industry, pro communities are the essential space drivers while
gear makers are seeing advancement. In May 2016, Jio impelled a stack of sight and sound
applications on Google have as impact of its imminent 4G organizations. While the applications
are open to download for everyone, a customer will require a Jio SIM card to use them. In
addition, most of the applications are in beta stage. The applications are My Jio, Jio TV, jio Chat
Messenger, Jio Music, Jio 4GVoice, Jio Xpress News, Jio Security, Jio Drive, Jio Money Wallet.
With the progression of development, the customer tendency is changed beginning with one
individual then onto the following. To satisfy purchasers, Telecom ventures are offering number
of mobile phone frameworks and moreover give cost free organizations to satisfy their
customers. The assessment incorporates into examining the satisfaction of customer towards Jio
arrange.

C. Boobalan1 and K. Jayaraman

The entitled “Customer satisfaction towards Reliance Jio sim with special reference to
Dharmapuri District” is carried out with an objective to determine the customer satisfaction on
Reliance Jio sim services in Dharmapuri district and to find out the customers satisfaction
towards using the services. Data were collected by survey method through structured
questionnaire with both opened and closed ended questions. For distribution of questionnaire to
the customers random sampling method was used to select the customers and the survey was
taken among those selected users. After collecting the data from the respondents it was analyzed
using Simple Percentage, ChiSquare Tests and F-test. In the era of information explosion, people
are to be provided with quick and timely access to information. Indian Telecom industry is one
of the fastest growing telecom markets in the world. In telecom industry, service providers are
the main drivers; whereas equipment manufacturers are witnessing growth. The present study
carried out with 468 users of Reliance Jio

Y. Razeeth Khan
A computer network or a data network is a digital telecommunication network. Reliance Jio
limited a subsidiary of Reliance industry limited is India’s largest private sector company, which
is the most first telecom operator to hold pan India unified license. The company provides all
communication services except global mobile personal communication by satellite services. The
objective is to identify the customer preference and satisfaction on Reliance Jio sim services in
Tiruchirappalli district. Data were collected with the help of survey method through structured
questionnaire. After collecting the data from the customers, it was verified and analyzed using
percentage, chi-square tests method for the identifying the customer response over reliance jio
services. The present study carried out with 250 users of Reliance 4G services.

ARINDAM GUPTA &SUBHADEEP MUKHERJEE

Social Media Marketing is growing at a full pace overcoming other forms of marketing. In
today's competitive environment it has become an important tool of marketing as it has capacity
to reach large population. All companies want brand loyal customers and social media has
helped marketers to influence brand loyalty. The aim of this study is to know about the impact of
Social Media Marketing on brand loyalty with orientation towards Reliance Jio Infocomm in
Silchar metropolitan region of Cachar district. It also aims to determine the relationship between
Jio’s social media marketing factors as well as customers brand loyalty.

Dasari Siloyam , Dr. Rajesh C. Jampala

Satisfaction in services is a very relative term. Individuals have different perceptions and
besides operator parameters, peer groups, family, other acquaintances could land up exerting
their influence. Satisfaction is critical for brand and company to sustain in the long run. There is
a necessity to see how operator parameters like quality of service, trust in the company / brand
and value obtained by subscribing to the operators’ services have a bearing on the level of
customer’s satisfaction.Telecom customers numbering 636 at Vijayawada (rural locales) were
engaged in responding to structured queries about constructs chosen for the study and profile
data. Multiple regression analysis was executed to ascertain the outcome in terms of impact of
independent variables on dependant variable.

Dr. B.KISHORE BABU

Competition in the telecommunications world in India is very firm, brand switching of customers
is also very high. That’s why each provider trying to provide the best for its customers so that
they can be loyal to the same provider. customer loyalty is defined a relationship between
customer with a particular brand name, and company exemplified by their purchase of the
customer or consumer buying behavior towards a consistent and profitable brand and measured
as recommended to other consumers. In India, there are ten mobile telecom providers operating
in the market (Vodafone-Idea, Airtel, Jio, BSNL, Aircel, Reliance communications, Telenor,
Tata Docomo, MTS India, MTNL). The rationale of this study is to know the customer loyalty of
JIO customers towards JIO After free services time was over. Whether customers are continuing
the JIO or not? to know overall satisfaction of customers towards services of JIO, factors which
considered to select JIO This study uses data 300 respondents from the population was Reliance
JIO users in Vijayawada, Andhra Pradesh, with a structured questionnaire. The questionnaires
were scrutinized using MS-Excel. The results of this study show that 63% of the customers are
highly satisfied with the performance of JIO services, 45% of the customers are highly agreed
that, they will continue the JIO services in coming years and wants to be loyal to the JIO, 52% of
the customers are highly agreed that they satisfied with the performance of JIO and suggest
others to use JIO

Sukanta Saha, Yogesh C. Joshi 2019

This project is sponsored by the company Whirlpool of India Limited, situated at Ranjangaon
MIDC, Pune. A simple design methodology of Wire on Tube heat exchanger used in domestic
refrigeration systems focuses on both energy saving and cost reduction in this study. A wire on
tube condenser is two-phase natural convection heat exchanger which rejects heat absorbed by
the refrigerant in the evaporator and heat addition by compressor to atmospheric temperature
changing its phase. The main objective of this research paper is to study impact of condenser
tube length and number of wires, its pitches on performance of domestic refrigerator and desire
to find optimum design of wire on tube heat exchanger compatible with on/off compressor in
185 liter 3 star single door model. Mathematical model are used to analyze performance of entire
refrigeration system. Experiments were conducted under controlled climatic chamber and
varying ambient temperature as per BEE standard and procedures. It was found that experimental
results have 5% to 8% deviation range with results obtained from mathematical model. Optimum
design of wire on tube heat exchanger selected has main focus on both energy saving and cost
reduction.

S.S.SUDHEESH*, ARUN CHAND** AND A.K.SUBRAMANI

Customer satisfaction is the degree of satisfaction provided bythe goods or services of a

company as measured by the number of repeat customers. The main objective of the study is to
compare the services rendered by Airtel and Vodafone. Descriptive research is followed in this
research. The population includes the respondents who are the users of both Airtel and Vodafone
services, located at Avadi. The samples (i.e. sample size 50) were selected among the users of
both Airtel and Vodafone, located at Avadi for this research. The major findings of the study,
satisfaction level of customers are average with respect to tariff, service coverage, data plan,
compatibility and other factors ranging from 3.00 to 3.65. From the research, it is concluded that
the demographic variables such as age group, gender and occupation are having no impact on the
factors of customers’ satisfaction. The research outcome also indicates that, most of the
customers were satisfied towards Airtel and Vodafone with respect to the chosen factors.

Y. Razeeth Khan

A computer network or a data network is a digital telecommunication network. Reliance Jio

limited a subsidiary of Reliance industry limited is India’s largest private sector company, which
is the most first telecom operator to hold pan India unified license. The company provides all
communication services except global mobile personal communication by satellite services. The
objective is to identify the customer preference and satisfaction on Reliance Jio sim services in
Tiruchirappalli district. Data were collected with the help of survey method through structured
questionnaire. After collecting the data from the customers, it was verified and analyzed using
percentage, chi-square tests method for the identifying the customer response over reliance jio
services. The present study carried out with 250 users of Reliance 4G services.
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY

Research Methodology is way to systematically solve the problem. It may be understand as a

science of studying research problem. In it, we study the various steps that are generally adapted
by a researcher in studying his research problem along with the logic behind them. It is a
carefully investigation or inquiry especially through search for new facts in any branch of
knowledge.

Since it is training and I did my training at Royal press my purpose was to know about the
organizational climate and its working environment regarding topic which must not be named
being done within the company.

RESEARCH DESIGN:

The purpose of the methodology is to design the research procedure. This includes the overall
design, the sampling procedure, the data collection method and analysis procedure.

Marketing research is the systematic gathering recoding and analyzing of data about problem
retaining to the marketing of goods and services.

The essential purpose of marketing research is to provide information, which will facilitate the
identification of an opportunity of problem situation and to assist manager in arriving at the best
possible decisions when such situations are encountered.

Basically there are two types of researches, which according to their applicability, strength,
weaknesses, and requirements used before selecting proper type of research, their suitability
must be seen with respect to a specific problem two general types of researches are exploratory
and conclusive.

1. Conclusive Research:
 It is also known as quantitative research; it is designed to help executives of action that is to
make decision.
When a marketing executive makes a decision are course of action is being selected from among
a number of available. The alternatives may be as few as two or virtually infinite. They may be
well defined or only vaguely glimpsed.
Conclusive research provides information, which helps the executives make a rational decision.
In some instances, particularly if any experiment is run, the research may come close to
specifying the precise alternatives to choose, in their cases especially with descriptive studies the
research will only particularly clarify the situation and much will be left to the executive’s
judgment.

The type of research here is “Descriptive Research Design”. This kind of design is used for
more precise investigation or of developing the working hypothesis from an operational point of
view. It has inbuilt flexibility, which is needed because the research problem, broadly defined
initially, is transformed into one with more precise meaning in exploratory studies, which in fact
may necessitate changes in research procedure for gathering relevant data.

The characteristic features of research are as follows: –

 Flexible Design
 Non-Probability Sampling Design
 No pre-planned design for analysis
 Unstructured instruments for collection of data
 No fixed decisions about the operational procedure

Data collection tool

I have used Questionnaire, as the research instrument to conduct the market survey. The
questionnaire consisted closed ended questions designed in such a way that it should gather
maximum information possible.
The questionnaire was a combination of 15 questions. If choices are given it is easier for the
respondent to respond from the choices rather they think and reply also it takes lesser time.
Because the keep on responding and one has tick mark the right choice accordingly.

Objective

 Jio telecom service user customer satisfaction.

 How satisfaction level differ with the gender.
 How satisfaction differ with time.
Data analysis
In this study I can taken response from 28 participants, out of which 11 are female and 17 are
male participants.
In this study I can taken response from 28 participants, out of which 3.6% are banker’s, 3.6% of
candidate are having there own business, 3.6% of candidate are diver, 3.6% are housewife,
28.6% are in private sector, and 25% of people are self-employed.
1). Do you have a mobile phone?

This question was used in order to target my main audience. Our target audience is males and
therefore I decided to have more male participants than female.
2. Are you aware of Reliance Jio?

This question was used in order to target my main audience but I also wanted to have a wider
knowledge about what other type of audience may think. I believe that mostly males have
interest in technology but as this is just a stereotype I ensured that I have average sample size for
females as well.
3. Which operator’s service do you use?

In this question we added a variety of alternative operator’s because there are many different key
operator’s present in India. The subscriber base of Reliance Jio in this questionnaire is 10 out of
28, rest of the people are connected to Airtel, Vodafone-Idea.
4. What is your average monthly expenditure on mobile( in RS)?

In this question we intended to find out what is the average expenditure of a person monthly on
there mobile by giving various alternative because there are many different plans provided by the
operator’s.

In this question we found that most people preferred the 2nd plan Rupees 300-400 as per there
requirement.
 5. From which source you came to know about Reliance Jio?

In this question we intended to find out that through which medium the participants got to know
about Reliance Jio. We found that most participants stated that they get to know through
advertisement and mouth publicity.
6. Since how long you are using Reliance Jio services?

In this question I intended to find out that since how long the participants are using the Reliance
Jio services. We found that 53.6% of people are not using Jio and the rest of majority uses jio
for more than a year.
7. Which feature of Reliance Jio convinced you to use Jio services?

In this question I intended to find out which feature of Reliance Jio convinced the user to use Jio
services and we found that schemes are a big convincing point for the participants.
8. Which service do you like the most while using Reliance Jio?

In relation to my previous question I wanted to find out what are the most common services
participants uses the most. By asking this question I try to find out what the audience like the
most.

I found that the most liked service of reliance Jio is value added services.
9. What convinced you to choose this service provider?

In this question I intended to find out that which service convinced the participants to go for this
service provider.

The data suggest that most people opted for Jio because of its unlimited calling/data/sms
services.
10. Do you call at customer care? If yes, how often you call at customer care?

This question was asked in order to gather whole response towards customer satisfaction of jio,
in this sector problems related to services are common and to know how many time they contact
the customer care.

We found that people rarely or not at all contact customer care of Reliance Jio.
11. Are you satisfied with Reliance JIO services?

In this question i intended to find out that the participants using the jio services are satisfied with
jio or not and I found out that 96.9% of participants are satisfied with Jio.
12. What should be improved in Reliance Jio services?

In this question i intended to find out what the participants want from Reliance Jio to improve.
Even though the answer to this question sounds obvious I wanted to have solid evidence of this
before proceeding.
13. Would you like to recommend others?

In this question i intended to find out that will the participants will recommend it to other and
surprisingly 67.9% will recommend Reliance Jio to other’s.
Observation
Observation

The following are the Observation of the study.

1. While conducting the survey, I found that 92.9% candidates are satisfied with Reliance
JIO, and 7.1% of candidates are not satisfied. Because still they have network problem in
different geographical areas.
2. Reliance JIO has wide variety of schemes and 52.6% of candidates are convinced to use
Reliance Jio.
3. I found that most of the people are well satisfied and ready to recommend it to other’s out
of 28 candidate 67.9% would like to recommend it to other’s.
4. In the survey I found that the average monthly expenditure of 53.6% candidate’s on
mobile phone per quarter is in between Rs 300-400.

While conducting this survey, I found that most of the people are well aware of Reliance Jio and
are having smart phones too, most of the people choose Reliance Jio for it’s schemes and service
it provide to the consumer on a low cost, the data services and speed low budget call tariff /
unlimited calling etc.
Limitation of study
 Limitation

1. As the sample size of the survey was so small and comprise of only 28 candidates, the
results may have some prone to errors.

2. Study accuracy totally based upon the respondents response.

3. Stipulated short span of time for survey.

4. The geographical area is also small and comprise of only Faridabad.

Bibliography
https://www.jio.com/welcome

https://en.wikipedia.org/wiki/Customer_satisfaction

https://survicate.com/customer-satisfaction/importance-customer-satisfaction/

 Referred Books:

 Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age International
Publishers, New Delhi, 2nd Edition.
 The Little Book of Big Customer Satisfaction Measurement.
ANNEXURE
Name :-

Gender:-

Occupation:-

Questionnaire

1.Do you have a mobile phone?

a)yes

b)No

2.Are you aware about Reliance JIO?

a) Yes

b) No

3.which operator’s service do you use?

1. Airtel

2. Vodafone

3. Idea

4. Reliance JIO

5. BSNL/MTNL

4. What is your average monthly expenditure on mobile (in RS)?

a) Rs150-Rs250

B) Rs 300-Rs 400

c) Rs 450-Rs 599

d) Above Rs500

5. From which source you came to know about Reliance JIO?

a) News paper

b) Advertisement

c) Mouth publicity

d) Hoardings

6. Since how long you are using Reliance JIO services?

a) 3 Months or more

b) 6 Months or more

c) 1 Year or more

d) Not a jio users

7. Which feature of Reliance jio convinced you to use this?

a)Connectivity

b) Schemes

c) Advertisements

d)Goodwill
8. Which service do you like most while using the Reliance jio services?

a) Data services

b) Call rate

c) Network coverage

d) Value added services

9. Why did you choose this service provider

a).Unlimited calling services

b).Unlimited Data services

c). Unlimited sms services

d). All services

10. Do you call at customer care? If Yes, how often you call at customer care?

a) Yes

b) No

1. Daily

2. Once in week

3. Once in month

4. Rarely

11. Are you satisfied with Reliance JIO services?

a)Yes

b)No

12. What should be improved in Reliance JIO services

a) Improve in Network coverage

b) Remove calling congestion

c) Upgrade in Android version

d) Others

13. Would you like to recommend others?

a) Yes

b) No