Customer Reviews (100)

Shubham Prajapati • 2025-09-21T11:28:16.739Z

current facing a lot of network issue I have jio 5G which should work smoothly but here I live the most urban city of MP indore and the 5g network was working like 3g idk what they are doing they are charged high and providing cheap services I will change the service provider jio to airtel maybe their network is strong enough to enjoy interrupted service which they promised such a lier.

Sabyasachi Chatterjee • 2025-09-21T11:25:50.246Z

App is getting better, but the network worse

Mohana Surya • 2025-09-21T11:21:43.883Z

my favourite song. Tq for my jio

Summary of Key Insights

The MyJio app receives mixed reviews, with a high number of 5-star ratings (70%) but significant complaints regarding network performance, customer service, and specific feature requests. Users appreciate the app's all-in-one functionality, convenience for recharges and payments, and access to entertainment and news. However, network instability (especially 5G performance), slow internet speeds, and difficulties contacting customer support are major pain points. There's also a desire for more flexible data pack options. The overall sentiment is moderately positive, but addressing network issues and customer service responsiveness is crucial for improving user satisfaction.

Quantitative Metrics:

  • Overall Rating: Highly skewed towards positive (70% 5-star ratings), but significant negative feedback exists.
  • Score Distribution: 1-star (16%), 2-star (2%), 3-star (5%), 4-star (7%), 5-star (70%)

Key Strengths:

  • All-in-one functionality (recharge, payments, entertainment)
  • Convenience
  • Variety of services (JioMart, JioHealth, JioCloud)

Key Weaknesses:

  • Network instability and slow internet speeds
  • Poor customer service responsiveness
  • Lack of flexible data pack options

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the content.
  • Analysis Methods: Sentiment analysis (manual review of comments to determine positive, negative, or neutral sentiment), keyword extraction (identifying frequently mentioned topics and issues), and frequency analysis (counting the occurrence of specific complaints and requests).

Key User Pain Points

  • Network Issues (High Frequency, High Severity): Many users report unstable network connections, slow internet speeds (even with 5G), and frequent disconnections. This is the most significant and recurring complaint.
  • Customer Service Problems (Medium Frequency, High Severity): Difficulties in contacting customer support, long wait times, and unresolved issues are frequently mentioned. The automated system is perceived as inadequate.
  • Data Pack Flexibility (Low Frequency, Medium Severity): The removal of the 1GB data pack is a specific complaint, indicating a need for more flexible and affordable data options.
  • App Performance (Low Frequency, Low Severity): Some users report the app being slow or buggy.
  • Credit Card Option Missing (Very Low Frequency, Low Severity): One user mentioned the credit card option not showing.

Frequently Requested Features

  • Reintroduction of 1GB Data Pack: Several users explicitly requested the return of this data pack option.
  • Improved Customer Service: Users desire easier access to human customer service representatives and faster resolution of issues.
  • More Telugu Channels in TV Setup Box: One user requested more regional Telugu channels.

Strengths and Positive Aspects

  • Convenience and All-in-One Functionality: Users appreciate having multiple services (recharge, payments, entertainment, etc.) within a single app.
  • Ease of Use: Some users find the app easy to navigate and use.
  • Wide Range of Services: The availability of JioMart, JioHealth, and JioCloud is seen as a positive aspect.
  • Good for Jio Subscribers: Some users feel the app is specifically beneficial for those already subscribed to Jio services.

Prioritized Action Recommendations

  • High Priority: Network Performance Improvement: Invest in infrastructure upgrades and network optimization to address the widespread complaints about network instability and slow internet speeds. Focus on areas with consistently poor performance.
  • High Priority: Customer Service Enhancement: Improve customer service accessibility by providing direct lines to human representatives and reducing wait times. Implement a more efficient issue resolution process.
  • Medium Priority: Data Pack Flexibility: Re-evaluate data pack options and consider reintroducing the 1GB pack or offering alternative flexible plans to cater to users with varying data needs.
  • Low Priority: App Performance Optimization: Address any reported app performance issues (slowness, bugs) through code optimization and regular updates.
  • Low Priority: Expand Regional Channel Options: Investigate the feasibility of adding more regional Telugu channels to the TV setup box, based on user demand.

Opportunities for Startup Ideas

  • Independent Network Monitoring App: An app that allows users to independently monitor and report network performance in their area, providing data to Jio and other providers for targeted improvements.
  • AI-Powered Customer Service Chatbot: A more advanced AI-powered chatbot that can understand and resolve a wider range of customer issues, reducing the need for human intervention in routine cases.
  • Personalized Data Plan Recommendation Engine: An engine within the MyJio app that analyzes user data usage and recommends the most cost-effective data plan based on their individual needs.

Trends and Observations

  • Language Preference: Reviews are written in both English and Hindi, indicating a diverse user base.
  • Network Complaints Dominate: Network-related issues are the most prevalent and persistent complaint across different reviews.
  • Polarized Sentiment: The rating distribution shows a polarization, with a high number of both 5-star and 1-star ratings, suggesting that user experience is highly variable.

Conclusion

The MyJio app offers a comprehensive suite of services that are generally well-received, but significant network performance and customer service issues are detracting from the user experience. Addressing these issues is crucial for improving overall satisfaction and retaining customers. By prioritizing network improvements, enhancing customer service responsiveness, and offering more flexible data options, Jio can solidify its position in the market and improve user perception of its services.

Original App Link

https://play.google.com/work/apps/details?id=com.jio.myjio