Danantara Indonesia has announced the Grand Champion, eight Sector\nChampions and the Top 100 rankings in the 2026 Danantara Indonesia CX100\nAwards. The programme is part of its Serving Wholeheartedly commitment\nto drive service transformation at state-owned enterprises (SOEs), so\nthat customers and the public increasingly feel its benefits.<\/p>\n
Danantara Indonesia Chief Operating Officer Dony Oskaria said that\nimproving service quality was an important part of SOE transformation,\nstrengthening companies\u2019 competitiveness and sustainability. The effort\nbegins with a change in mindset about understanding customers\u2019 needs, as\ntheir expectations continue to rise.<\/p>\n
\u201cSOE transformation starts with a shared view that service is the\nfoundation of corporate sustainability. With the joint commitment of SOE\nleaders, we want to create a good experience at every point of\ninteraction with customers. The best service comes when we can meet, and\neven exceed, their expectations, including by understanding needs that\nhave not yet been expressed,\u201d Dony said in an official statement on\nWednesday (14 October 2026).<\/p>\n
According to Dony, the competitiveness of SOEs across all sectors is\ndetermined by the quality of their products and services, as well as the\nvalue customers perceive. Business processes and workforce readiness\ntherefore need to support the service experience companies aim to\ndeliver.<\/p>\n
A positive experience strengthens customer loyalty, reflected in\ntheir willingness to use a service again, recommend it and voluntarily\nadvocate for the company. These long-term relationships are an important\nfoundation for SOE business sustainability.<\/p>\n
Dony added that service quality also shapes public perceptions of\nSOEs and Danantara Indonesia.<\/p>\n
\u201cDanantara Indonesia will be judged not only by its financial\nreports, but also by the public\u2019s experience of the services we provide.\nSOEs are state-owned companies. For that reason, we must give the public\nour best,\u201d Dony stressed.<\/p>\n
As a programme to measure and rank customer experience at SOEs,\nDanantara Indonesia CX100 gives companies a benchmark for understanding\nservice quality from customers\u2019 perspective and setting improvement\npriorities. Its assessment uses the 3E framework: Effectiveness, or how\nwell services meet needs; Ease, or how convenient they are; and Emotion,\nor the comfort and positive feelings experienced by customers.<\/p>\n
Data collection includes face-to-face interviews, online surveys,\nmystery shopping, public polling, in-depth interviews and focus group\ndiscussions. The assessment combines the perspectives of customers, the\npublic and the Index Committee, with an Expert Committee of academics\nand practitioners also involved. The Index Committee, led by Professor\nDanang Parikesit, calibrates the methodology and supervises data\ncollection and assessment.<\/p>\n
Winners of the 2026 Danantara Indonesia CX100\nAwards<\/strong><\/p>\n Grand Champion: PT Bank Mandiri (Persero) Tbk<\/p>\n Eight Sector Champions:<\/p>\n Financial Services: PT Bank Mandiri (Persero) Tbk<\/p>\n Energy & Public Utilities: PT Perusahaan Listrik Negara\n(Persero)<\/p>\n Transportation Infrastructure: PT Angkasa Pura Indonesia<\/p>\n Transportation Modes: PT Kereta Api Indonesia (Persero)<\/p>\n Healthcare: PT Rumah Sakit Pelni<\/p>\n Tourism & Hospitality: PT IAS Hospitality<\/p>\n Retail: PT Kimia Farma Apotek<\/p>\n Logistics: PT Kereta Api Logistik<\/p>\n The awards are expected to encourage continuous service improvements\nand the exchange of good practices among SOEs. All participants can use\nCX100 results to improve accessibility, service reliability and\nresponsiveness to customer needs.<\/p>\n Dony said the core significance of CX100 lay in a shared commitment\nto improve services. The awards provide an opportunity to make Serving\nWholeheartedly a value put into practice by SOE directors and\norganisations as a whole.<\/p>\n \u201cThese awards are an opportunity to learn from one another and keep\nimproving service quality. With the shared commitment of all SOE\nleaders, I hope Serving Wholeheartedly will become increasingly embedded\nin the day-to-day work of organisations and its benefits will be felt by\nthe public,\u201d Dony concluded.<\/p>",
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