[Year]

Internship Report

TOPIC: COMSUMER EXPERIENCE ON 4G/5G SERVICES BY JIO

RAUNAQ SINGH SAINI - 74022120429

COMPANY NAME: RELIANCE JIO

OFFICE ADDRESS: RK FOUR SQUARE BUILDING, DLF Cyber City, DLF Phase 2, Sector
24, Gurugram, Haryana 122022
Table of Contents
ABSTRACT...................................................................................................................................... 2

INTRODUCTION.............................................................................................................................. 2

DUTIES AND RESPONSIBILITIES....................................................................................................... 4

KEY FINDINGS................................................................................................................................. 5

LEARNING OUTCOME..................................................................................................................... 5

SUGGESTIONS FOR THE COMPANY................................................................................................. 6

CONCLUSION.................................................................................................................................. 6
ABSTRACT
This report presents the findings of a survey conducted to assess consumer experience with
4G-5G services provided by Reliance Jio, a prominent Indian telecommunications company.
The telecommunications industry in India has witnessed substantial growth and
transformation, with the advent of 4G and the emergence of 5G technology promising further
advancements. The main objective of this internship was to evaluate customer satisfaction,
identify factors influencing it, and understand customer expectations towards Jio's services.

The survey methodology employed a combination of primary and secondary research, with
data collected from 60 respondents. The key findings of the study reveal a high level of
customer satisfaction with Reliance Jio's services, particularly praising its affordable data
plans, high-speed internet connectivity, and digital offerings. However, the survey also
highlighted the need for improvements, such as enhancing customer support services,
addressing call drops, improving internet speed, and expanding network coverage in rural
areas.

The report's learning outcomes demonstrate the significance of competitor research and
industry insights derived from survey data. The insights gained from the study can inform
decision-making processes within Reliance Jio, leading to strategic planning, personalized
customer experiences, and initiatives to enhance overall customer satisfaction.

The report concludes with suggestions for the company, emphasizing the need to enhance
customer support services, improve internet speed and connectivity, expand network
coverage in remote areas, and address call drop issues. Implementing these recommendations
can boost Reliance Jio's reputation, customer retention, and market share.

In conclusion, the telecom sector in India, driven by companies like Reliance Jio, continues
to evolve, connecting people, fostering digital empowerment, and contributing to the nation's
growth and development. With a promising future ahead, Reliance Jio must focus on meeting
customer expectations and improving services to maintain its position as a key player in the
telecommunications industry.
INTRODUCTION
Introduction to the Industry

The telecommunications industry in India has witnessed remarkable growth and

transformation over the past few decades. As one of the fastest-growing markets in the world,
India's telecom sector has played a pivotal role in connecting people, driving digital
inclusion, and spurring economic development across the nation.

In recent years, the telecom industry in India has witnessed a significant shift towards 4G and
the emergence of 5G technology. The launch of Reliance Jio in 2016 disrupted the market by
offering affordable data plans, which triggered a data revolution and forced competitors to
adapt. The upcoming deployment of 5G networks holds immense potential for transforming
industries, enabling smart cities, Internet of Things (IoT) applications, and fostering
innovation in various sectors.
However, challenges such as spectrum availability, infrastructure development, and
regulatory frameworks remain crucial areas for the industry to address. The telecom sector
continues to evolve and adapt to the changing needs of consumers, exploring new avenues
such as digital payments, e-commerce, and content streaming.
Overall, the Indian telecom industry has made remarkable strides in connecting people,
revolutionizing communication, and driving digital empowerment. With a vast consumer
base, increasing smartphone penetration, and the promise of transformative technologies, the
future of the telecom sector in India appears bright, fostering a digitally inclusive society and
contributing to the nation's overall growth and development.

Introduction to the Company

Reliance Jio Infocomm Limited, doing business as Jio, is an Indian telecommunications

company and a subsidiary of Jio Platforms, headquartered in Navi Mumbai,Maharashtra,
India. It operates a nationalLTEnetwork with coverage across all 22 telecom circles. Jio
offers 4G and 4G+ services all over India and 5G service in many cities. Its 6G service is in
the works.

The main objective of my internship was:

1. To evaluate how satisfied customers are with Reliance JIO services.

 The study aimed to understand customers' perceptions, experiences, and satisfaction
levels with the services provided by Reliance, including mobile telecommunication,
broadband, digital entertainment, and other relevant services.

2. To identify the factors that influence customer satisfaction with Reliance JIO
services.

The study aimed to understand the various elements and aspects of JIO services that
impact customer satisfaction, allowing Reliance JIO to improve its services and
enhance the overall customer experience.

3. To understand the expectations of customers towards Reliance JIO services.

In order for Reliance JIO to better align its plans and products with customer
expectations and increase customer satisfaction, the study intends to gather insights
into the unique wants, preferences, and requirements of customers about JIO services

The methodology adopted:

 The methodology used in this project will be Primary and Secondary Research. Primary
research is used for gathering and collecting the data which will be fresh for the company
through the survey which contains sample size of 60 respondents.

 Secondary research will be used for understanding the data which has already been
collected.

 By using data from both research methods, comparison can be easily done and further
action plans can be developed.

DUTIES AND RESPONSIBILITIES

1) Research and Planning:
 Understand the objectives and goals of the survey project.
 Conduct background research on 4G-5G services and Reliance Jio's offerings.
 Develop a detailed survey plan, including target demographics, sample size,
and survey methodology.
 2) Survey Questionnaire Development:
• Collaborate with the team to create a well-structured questionnaire.
• Design questions that capture consumer satisfaction, preferences, and experiences
with 4G-5G services.
• Ensure the survey is unbiased and free from leading questions.

3) Data Collection:
Monitor data collection to ensure it meets the required sample size and
representativeness.

4) Data Analysis:
• Collate and organize survey responses.
• Present the findings in a clear and concise manner.

5) Reporting:
• Prepare a comprehensive report detailing the survey results and analysis.
• Present the report to supervisors or relevant stakeholders.
6) Quality Assurance:
• Ensure the accuracy and validity of the collected data.
• Address any issues or inconsistencies that arise during the survey process.
7) Communication:
• Coordinate with different teams within Reliance Jio to gather necessary
information and insights.
• Interact with survey participants professionally and ethically.
8) Adherence to Ethical Guidelines:
• Follow ethical guidelines and data protection regulations while conducting the
survey and handling data.
9) Continuous Learning:
• Stay updated with the latest trends and advancements in the
telecommunications industry.
• Be open to feedback and suggestions for improving the survey process.

KEY FINDINGS
 High Level of Customer Satisfaction : According to the report, the vast majority of
users are quite satisfied with Reliance Jio's services. Customers commended the plans'
affordability, high-speed internet connectivity, and consistent network coverage.
 Digital Services and Offerings: Customers were happy with the variety of digital
services and products offered by Reliance Jio, such as JioCinema, JioTV, and
JioSaavn. These offerings were regarded as valuable improvements that improved the
general client experience and offered portable entertainment.

 Value for Money : Customers acknowledged Reliance Jio's competitive pricing and
ample data allotment as a major contributing element to their contentment. It was
 believed that the plans' price and the calibre of the services they offered represented a
significant value for the money.
 Use of Alternative Service Provider : It is evident from the data above that
individuals frequently use ‘Airtel’ as a backup service provider while using Jio as
well.
 Switch to Jio 5G : Almost 40% of the respondents haven’t switched to Jio 5G
services which indirectly also means that majority of respondents aren't even aware
that Jio offers 5G services.

LEARNING OUTCOME

 Competitor Research : The results of this survey can shed light on how Reliance Jio
stacks up against its rivals in terms of client expectations and satisfaction. It can assist
pinpoint the areas where Reliance Jio excels and those where it might need to put
more effort into order to compete in the market.
 Industry Insights : Through the examination of survey data, individuals can acquire
comprehensive understandings of the telecommunications sector. This encompasses
grasping customer perspectives, identifying market patterns, and recognizing evolving
customer requirements, all of which can inform future business strategies.
 Help in Decision Making : The results of the survey can offer valuable perspectives
that can inform decision-making processes within Reliance Jio. The gathered data can
serve as a guiding force for strategic planning, the development of new products,
improvements in services, and customer-centric initiatives aimed at enhancing overall
customer satisfaction and meeting their expectations.
 Customer Perception : The survey has the potential to offer valuable information
regarding customer perspectives on Reliance Jio services. It has the capability to
illuminate their general levels of satisfaction, their encounters with the network, and
their opinions about the brand.

SUGGESTIONS FOR THE COMPANY

 Enhance Customer Support Services : Improve the responsiveness and efficiency
of customer support channels. Train customer service personnel to respond to queries
 and grievances from customers quickly and effectively. Create systems to monitor
client complaints and guarantee prompt resolutions.
 Personalize Customer Experience : Understand customer preferences, usage trends,
and expectations by using the survey data. Utilise this data to provide tailored plans,
promotions, and recommendations that will improve the entire client experience.

 Improve internet speed : Any network quality, coverage, or signal strength issues
that respondents brought up should be addressed. To provide clients with a
dependable and seamless network experience across many locations, invest in
infrastructure and technology updates.
 Improve network coverage in rural areas : Jio must improve network coverage in
remote areas, so that they will also get benefited with affordable schemes and packs
offered and have access to the internet.
 Improve the problem of frequent call drops : Many respondents suggested that Jio
should address their call-dropping issues if they want to attain a customer satisfaction
rate of 100 percent.

CONCLUSION
Customers are viewed as the foundation of the firm in today's cutthroat economy. Customer
service is a practised art that takes time and effort to master, just like any other area of
company. Business ties will need to be strengthened with the use of customer satisfaction
studies. This study is on “Customer satisfaction and expectations towards Reliance Jio
services”. The study measures the amount of consumer happiness and preference for Jio, and
the researcher advises Reliance Jio to improve their internet speed and connectivity, and
eliminate frequent call dropping. It is advisable that mobile service providers should have
more economical call rates with better network coverage in remote areas and internet speed,
should try to introduce new improved offers and schemes so that they can retain their
customers and capture more market share. It will boost the company's reputation and enhance
its value. Reliance JIO is taking a larger share of the Indian market every day. Therefore,
these figures suggest that the company has a promising future. It may be said that the
company will experience rapid growth in the telecom sector in the near future.