ASQI Rates CX100; Danantara Develops Standardisation of SOE Services

Jakarta – The Indonesian Service Quality Association (ASQI) says the CX100 Danantara programme, run by the Investment Management Body Daya Anagata Nusantara (Danantara), could develop standardisation of service related to customer experience within state-owned enterprises (SOEs). The CX100 Danantara is an initiative to strengthen customer experience (CX) standards within SOEs through measuring customer experience and evaluating service quality across several strategic sectors.

“Colleagues in the SOEs can be helped to create a standard management framework, a standard for creating customer experience,” said ASQI Chair Ahmad Arwani in Jakarta on Tuesday.

According to Ahmad’s briefing, the CX100 Danantara programme in its initial phase covers an assessment of around 125 companies under Danantara, divided into eight business clusters.

He said strengthening services to create a good CX needs to cover all customer interaction touchpoints, from before, during to after receiving the service.

Ahmad noted that strengthening service relating to customer experience needs to be done comprehensively, not only through customer satisfaction surveys or one-off assessments.

“If previously customers were central, now every touchpoint before, during and after the transaction must be used to create customer experience,” he said.