Biznet Consistently Maintains Service Quality to Boost Customer Satisfaction

Biznet has successfully navigated 2025 with distinction. Senior Marketing Manager at Biznet Indonesia, Adrianto Sulistyo, said the company has implemented a staged strategy—from brand awareness, to function awareness, to value awareness—over the past three years through to 2025. “It turns out that over the past three years, by doing this, we have achieved recognition from the public,” Adri said at the Biznet Conference and Iftar Together at the Biznet Head Office-MidPlaza, Jakarta, on Tuesday, 3 March 2026. According to a joint Ipsos survey, Adri noted that Biznet earned the designation of a brand with strong customer experience delivery. In other words, customers’ experience using the service aligned with the messages conveyed in campaigns and advertisements. Adri highlighted that the significant difference in 2025 compared with 2024 lies in the increased level of customer recommendations. He said the number of customers who had used the service for more than three months and more than 12 months had risen, and they recommended Biznet to others more frequently. “This indicates Biznet customers are more likely to stay than to cancel their subscriptions,” Adri said. Adri stated that this rise in loyalty complemented an increase in customer satisfaction, which rose by three percent compared with the previous year. Higher satisfaction encouraged customers to voluntarily recommend the service to colleagues and family. He added that the survey also showed other important achievements, namely that Biznet ranked second in top-of-mind among the five brands surveyed. The top-of-mind figure rose from nine percent to 14 percent, placing it second nationally. “Although overall awareness slightly declined, this is understandable because when a brand becomes top-of-mind, consumers tend to name it directly without going through a broad awareness phase,” Adri continued. Adri said Biznet is also regarded as a salient brand in the fast internet category. When people look for good internet, Biznet’s name immediately appears as the primary choice. In the survey, the main drivers of customer satisfaction included technician quality, sales team quality, and price. Interestingly, price is no longer the number one factor. Adri said people are becoming smarter in choosing internet services. “They are no longer just looking for the cheapest option, but consider quality first,” Adri said. He noted that the pricing strategy for 2025 also aligned with purchasing power in tier-two and tier-three cities. For example, in several regencies, Rp 175 thousand already delivers 65 Mbps bandwidth, while in Jakarta, Rp 250 thousand buys the same bandwidth. “A 30 percent bandwidth increase was also implemented without a significant price rise. As a result, customers feel the price reflects the benefits obtained,” Adri said.