The Gem & Jewellery Export Promotion Council (GJEPC) has recorded an impressive 98.33% membership satisfaction score in the fourth quarter of FY 2025-26, reflecting sustained member confidence in the Council’s services, outreach, policy support, exhibitions, and grievance resolution initiatives across India.
GJEPC’s latest Membership Satisfaction Feedback Survey for Q4 FY 2025-26 highlights overwhelmingly positive feedback from the trade, reaffirming the Council’s role as a key industry facilitator and support system for India’s gem and jewellery exporters.
The 13-question survey was circulated to 10,917 members via WhatsApp on 21 April 2026. By 27 May 2026, the Council had received 1,790 responses, achieving 82% of its targeted participation level. Regional offices and the CRM team actively followed up with members to maximise engagement and feedback collection.
Among all regions, Delhi recorded the highest satisfaction score at 99.32%, followed closely by Chennai at 99.27%, Surat at 98.74%, Mumbai at 98.62%, Kolkata at 97.44%, and Jaipur at 91.48%. The nationwide aggregate satisfaction score stood at 98.33%.
The survey revealed that 98.60% of respondents — equivalent to 1,765 members — expressed satisfaction with their overall GJEPC membership experience during the quarter. Only 25 members, representing 1.40% of respondents, indicated dissatisfaction.
Member engagement with GJEPC initiatives also remained robust. Nearly 74% of respondents, or 1,319 members, confirmed participation in exhibitions, buyer-seller meets (BSMs), webinars, training sessions, and related initiatives during the previous 90 days. Of those who participated, 87% rated these initiatives as useful for their businesses, while only six respondents — approximately 1% — considered them not useful.
Domestic exhibitions emerged as the most widely utilised service, availed by approximately 27% of respondents. International exhibitions accounted for 16%, while export turnover certificates were used by 11% of respondents. Buyer-seller meets, MSME loan assistance, visa recommendation letters, and healthcare initiatives such as Swasthya Ratna also witnessed healthy participation.
The survey further highlighted strong member confidence in GJEPC’s policy advocacy and communication systems. About 98% of respondents expressed satisfaction with Government Policies & Customs Assistance support, while 98.77% appreciated the Council’s communication of industry updates and notifications.
Similarly, 97% of respondents rated the Council’s Call Centre and CRM Resolution support positively, and another 97% expressed satisfaction with the GJEPC App in terms of ease of use and information availability.
Importantly, 98.32% of respondents acknowledged that GJEPC has been effective in addressing member concerns and representing industry issues before government authorities.
The survey also offered valuable insights into communication effectiveness. Nearly two-thirds of respondents — 66% — stated that GJEPC’s communication via email, WhatsApp, and SMS was “always” timely and relevant, while an additional 24% selected “often,” indicating that nearly nine out of ten respondents continue to positively rate the Council’s communication efforts.
Several members also praised the Council’s proactive support systems. Positive feedback highlighted responsive staff, effective regional coordination, prompt CRM assistance, and continued support for exporters across regions.
Regional Check-ins Strengthen Member Engagement
Regional offices across Mumbai, Delhi, Jaipur, Kolkata, Surat, and Chennai undertook extensive follow-up exercises to directly engage with members who had expressed dissatisfaction or concerns regarding services, communication, policy assistance, and app usability.
In many cases, members clarified that they had mistakenly selected negative responses and expressed satisfaction with GJEPC’s support during follow-up interactions.
The survey exercise also enabled GJEPC teams to address several operational queries related to Buyer-Seller Meets, export schemes, RCMC processes, DGFT matters, bank loan guidance, KP-related concerns, and membership services. Members were provided with direct assistance, relevant contact details, escalation support, and information on upcoming exhibitions and international trade opportunities.
Several members across regions appreciated the proactive outreach by GJEPC teams, while others utilised the opportunity to seek clarity on schemes, exhibitions, trade processes, and export-related services.
The CRM and Call Centre Support feedback highlighted areas such as delayed responses, IVR accessibility, membership renewal challenges, and communication gaps after query resolution. Out of 1,790 members surveyed, only 44 members (2%) rated CRM/Call Centre support negatively. The CRM team successfully connected with 29 members and worked towards resolving pending concerns through guidance and escalations.
The initiative reflects GJEPC’s continued focus on strengthening member engagement, enhancing responsiveness, and delivering improved support services across the gem and jewellery industry.
At the same time, the survey helped identify areas for further improvement. Some members sought stronger support for MSMEs, more export-focused initiatives, simplified compliance procedures, faster response mechanisms, and greater assistance for international exhibitions and health insurance schemes.
The findings underscore GJEPC’s continued commitment to member-centric governance, industry advocacy, and service excellence as it works towards strengthening India’s gem and jewellery export ecosystem.