Bank of America Merrill Lynch has recently conducted a survey to assess the satisfaction of Reliance Jio 4G customers.
The survey – conducted in September 2016 and three months later — finds 96 percent of the Jio 4G customers are satisfied on the quality of voice calls. 66 percent of Jio 4G customers are satisfied on data speeds. High cost and slow speeds remain the biggest issues for incumbents.
Reliance Jio’s free mobile service is gaining reasonable traction with 26 percent using Jio as primary SIM and 21 percent as secondary SIM. Some 55 percent of the surveyed users find Jio speed higher than that of other telecoms. Bharti Airtel, Idea Cellular and Vodafone have 4G coverage in limited areas in India.
67 percent said they will use Jio as secondary SIM / dongle and 18 percent will use as primary one when Jio ends its free offer. Amongst these, 57 percent said that they will go for Jio’s Rs 400-500 4G package, rather than the cheapest one.
Voice calling is an issue with 22 percent having no problems at all. Some 32 percent users indicated that they use Jio as it is faster and 28 percent as it is cheap.
On tariffs and other issues, Bank of America Merrill Lynch has the following points to make:
# While customer satisfaction is high for incumbents, 28 percent users still find their services expensive
# Bharti is trying to create a perception through marketing gimmicks / new packages that its tariffs are at par / cheaper than Jio.
# other telecoms will follow-up leading to higher competitive intensity
# Bharti Infratel is well placed to benefit if telecoms spend more on improving their coverage with most consumers using Jio as it is faster
# Smaller telecoms like Reliance Communications the most vulnerable as majority of the users with them are secondary SIM consumers and may likely to shift to Jio as their secondary SIM.
Bank of America Merrill Lynch said it commissioned Survey Monkey to conduct the online survey of 1,000-plus respondents across the country with 500-plus Jio users. The sample had a 47-53 female-male mix, with 78 per cet of the respondents below the age of 44, said a IANS report.
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