Danantara Indonesia CX100: Engaging the Public in Advancing SOE Service Quality Across Indonesia
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Good service is not only defined by what is delivered, but also by how it is experienced by the public.
Every day, millions of Indonesians interact with a wide range of State-Owned Enterprise (SOE) services, spanning transportation, energy, financial services, healthcare, and logistics. These interactions form an integral part of daily life while providing valuable insights into the quality of services received.
Measuring Service Quality from the Customer Perspective
As part of its Melayani Sepenuh Hati commitment, Danantara Indonesia introduces Danantara Indonesia CX100, a Customer Experience (CX) calibration and assessment program designed to measure the quality of SOE services from the perspective of the public as service users.
Through this program, assessment extends beyond business indicators and operational performance to include the actual experiences of customers when interacting with SOE services. By incorporating the customer perspective, Danantara Indonesia CX100 serves as a common benchmark for advancing service quality across SOEs while supporting service transformation in line with Danantara Indonesia’s vision.
Promoting a Culture of Service Excellence Across SOEs
More than an assessment program, Danantara Indonesia CX100 is designed to identify service best practices while promoting a culture of service excellence throughout the SOE ecosystem.
The assessment framework is based on three core Customer Experience (CX) dimensions—Effectiveness, Ease, and Emotion—which reflect service quality from the customer perspective. These three dimensions provide a comprehensive foundation for evaluating SOE service quality and identifying opportunities for continuous improvement.
Public Participation as a Driver of Improvement
Customer participation forms an important component of Danantara Indonesia CX100. Customer experiences provide valuable insights into service quality and complement existing performance indicators and service assessment methodologies.
Each interaction with SOE services offers perspectives that contribute to a more comprehensive understanding of customer experience. Through participation in the Danantara Indonesia CX100 polling process, the public contributes to efforts aimed at enhancing SOE service quality to better respond to evolving customer needs and expectations.
Through Danantara Indonesia CX100, Danantara Indonesia seeks to strengthen service standards, encourage continuous service improvement, and support the delivery of higher-quality public services across Indonesia.
Participate in the Danantara Indonesia CX100 poll and contribute to the advancement of SOE service quality through danantaraindonesiacx100.com.