{
    "success": true,
    "data": {
        "id": 1875403,
        "msgid": "kai-uses-customer-feedback-as-basis-for-service-development-1784735567",
        "date": "2026-07-22 22:19:00",
        "title": "KAI Uses Customer Feedback as Basis for Service Development",
        "author": "Ichsan Emrald Alamsyah",
        "source": "REPUBLIKA",
        "tags": "",
        "topic": "Infrastructure",
        "summary": "PT Kereta Api Indonesia (KAI) is leveraging customer feedback and data analytics to drive strategic decisions and service innovation. The state-owned railway operator is strengthening its Customer Relationship Management (CRM) and Voice of Customer (VoC) systems to better map passenger preferences. This customer-centric approach has coincided with an 8.52 per cent increase in passengers served in 2025 and improved punctuality metrics.",
        "content": "<p>PT Kereta Api Indonesia (Persero) is using customer feedback as the\nbasis for strategic decisions to improve service quality. By\nstrengthening its Customer Relationship Management (CRM) and Voice of\nCustomer (VoC) systems, KAI aims to ensure that every innovation\ndeveloped aligns with the needs and expectations of the public.<\/p>\n<p>KAI President Director Bobby Rasyidin stated that the needs of\ntransport service customers are constantly evolving, requiring the\ncompany to optimise the use of customer data to support decision-making\nin both operational and commercial aspects. \"Changes at KAI are guided\nby the voice of the customer. Through the development of CRM, we listen\nto feedback while analysing the increasingly complex needs of the\ncommunity, so that operational and commercial decisions can meet\ncustomer demands,\" Bobby said during a Leadership Forum at PT Bank\nSyariah Indonesia (Persero) Tbk in Jakarta on Tuesday (21\/7\/2026).<\/p>\n<p>According to Bobby, the use of CRM and VoC allows KAI to map customer\npreferences, behaviour, and needs more accurately. This information is\nthen integrated into various aspects of the service, ranging from the\ndigital ticket booking process and station facilities to in-journey\ncomfort and complaint handling.<\/p>\n<p>Bobby noted that this customer-based approach has also supported the\nimprovement of the company\u2019s operational performance. Throughout 2025,\nthe KAI Group served 503.5 million customers, an increase of 8.52 per\ncent compared to 464 million customers in 2024.<\/p>\n<p>Furthermore, the on-time departure rate reached 99.53 per cent,\nexceeding the company\u2019s target of 99.45 per cent. The on-time arrival\nrate also reached 95.93 per cent, higher than the target of 94.20 per\ncent. Meanwhile, the customer satisfaction index increased from 4.50 in\n2024 to 4.52 in 2025.<\/p>\n<p>Bobby emphasised that integrating customer data is increasingly\nimportant given that KAI manages more than 31,000 employees,\napproximately 11,300 units of rolling stock, 590 stations, and 7,000\nkilometres of active railway lines across various regions in Indonesia.\n\"Going forward, KAI will continue to strengthen its CRM technology\ncapacity and Voice of Customer channels so that every service innovation\nlaunched remains relevant, adaptive, and provides a safe, comfortable,\nand reliable travel experience for all customers,\" he said.<\/p>",
        "url": "https:\/\/jawawa.id\/newsitem\/kai-uses-customer-feedback-as-basis-for-service-development-1784735567",
        "image": ""
    },
    "sponsor": "Okusi Associates",
    "sponsor_url": "https:\/\/okusiassociates.com"
}