Danantara Indonesia Recognizes Top 100 SOEs for Customer Experience, Reaffirms Commitment to “Melayani Sepenuh Hati”
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CX100 establishes a benchmark for service excellence across state-owned enterprises, helping them meet evolving customer expectations, strengthen competitiveness, and sustain long-term business performance
Jakarta, 13 October 2026 — Danantara Indonesia has announced the Grand Champion, eight Sector Champions, and the Top 100 rankings of the Danantara Indonesia CX100 Award 2026, recognising state-owned enterprises (SOEs) for excellence in customer experience. The initiative underscores Danantara Indonesia’s commitment to “Melayani Sepenuh Hati” (“Serving with Heart”) and to advancing service transformation across SOEs to deliver meaningful benefits to customers and the wider public.
Dony Oskaria, Chief Operating Officer of Danantara Indonesia, emphasized that improving service quality is fundamental to SOE transformation, as it strengthens competitiveness and supports long-term business sustainability. Achieving this requires a shift in mindset, with greater emphasis on understanding and anticipating customer needs as expectations continue to evolve.
“SOE transformation begins with a shared understanding that service is the foundation of a sustainable business. Through a collective commitment from SOE leaders, we aim to create positive experiences at every customer touchpoint. Service excellence means not only meeting but also exceeding customer expectations, including anticipating needs that customers themselves may not yet have expressed,” Dony said.
He explained that the competitiveness of SOEs across all sectors depends not only on the quality of their products and services but also on the value and experience they deliver to customers. Business processes and workforce capabilities must therefore be aligned to ensure consistently high service standards.
Positive customer experiences also foster loyalty, encouraging customers to return, recommend services to others, and become advocates for the companies they trust. Building these lasting relationships is essential to maintaining competitiveness and supporting sustainable business growth.
Dony also highlighted that service quality plays a critical role in shaping public perceptions of both SOEs and Danantara Indonesia.
“Danantara Indonesia will be judged not only by its financial performance but also by people’s everyday experiences with the services we provide. SOEs are owned by the state, and we therefore have a responsibility to deliver the very best service to the public,” he emphasized.
The Danantara Indonesia CX100 Awards serve as a benchmarking initiative to measure and rank customer experience across SOEs. The program enables participating companies to evaluate service quality from the customer’s perspective, identify areas for improvement, and establish priorities for service transformation.
The assessment is based on the 3E framework: Effectiveness, Ease, and Emotion. Effectiveness measures how well services meet customer needs; Ease evaluates how simple and convenient services are to access and use; and Emotion assesses the comfort and positive feelings customers experience when interacting with service providers.
Data are collected through face-to-face interviews, online surveys, mystery shopping, public polls, in-depth interviews, and focus group discussions. The assessment draws on perspectives from customers and the general public, as well as the Index Committee and input from an Expert Committee comprising academics and industry practitioners.
Led by Prof. Danang Parikesit, the Index Committee is responsible for calibrating the assessment methodology and overseeing data collection and evaluation to ensure a comprehensive and consistent assessment process.
Danantara Indonesia CX100 Award 2026 Winners
Grand Champion: PT Bank Mandiri (Persero) Tbk
Eight Sector Champions:
Financial Services: PT Bank Mandiri (Persero) Tbk
Energy & Public Utilities: PT Perusahaan Listrik Negara (Persero)
Transportation Infrastructure: PT Angkasa Pura Indonesia
Transportation Modes: PT Kereta Api Indonesia (Persero)
Healthcare: PT Rumah Sakit Pelni
Tourism & Hospitality: PT IAS Hospitality
Retail: PT Kimia Farma Apotek
Logistics: PT Kereta Api Logistik
The awards are intended to encourage continuous service improvement and promote the sharing of best practices across SOEs. Beyond recognizing the highest-performing companies, CX100 provides all participating enterprises with valuable insights to enhance service accessibility, reliability, and responsiveness to customer needs.
Dony reiterated that the true value of CX100 extends beyond the awards themselves. It lies in fostering a collective commitment to service excellence and embedding the “Serving with Heart” philosophy throughout SOEs, from their boards of directors to employees at every level.
“These awards provide an opportunity for us to learn from one another and continuously raise our service standards. With a shared commitment from all SOE leaders, I hope ‘Serving with Heart’ will become an integral part of how we work every day, delivering meaningful improvements that people can genuinely experience,” Dony concluded.
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About Danantara Indonesia
Danantara Indonesia, officially known as Badan Pengelola Investasi Daya Anagata Nusantara (BPI Danantara), is a strategic investment management institution established under Law No. 1 of 2025. As an independent entity under the President, Danantara Indonesia’s mandate is to manage and optimize government investments and assets from State-Owned Enterprises (SOEs) in order to support the achievement of the Asta Cita vision, strategic national plans, as well as government programs to accelerate industrialization and economic growth. With a professional, transparent, and accountable approach, Danantara Indonesia aims to strengthen the governance of state assets, create added value for the economy, while increasing Indonesia’s competitiveness in the global market.
More on Danantara Indonesia: https://www.danantaraindonesia.co.id
For more information, please contact:
Danantara Indonesia Communications Team
media@danantaraindonesia.com