Customer Needs Constantly Evolving, BTN Ensures Continuous Business Transformation

PT Bank Tabungan Negara (Persero) Tbk (BTN) is strengthening its commitment to placing customers at the centre of service development through the ‘Think Customer’ spirit, marking National Customer Day 2026. This initiative is realised by listening directly to the voices of its clients.

BTN President Director Nixon L.P. Napitupulu, alongside Director of Human Capital and Compliance Eko Waluyo, personally greeted and engaged in dialogue with customers at the BTN Jakarta Kuningan Branch. Simultaneously, members of the Board of Directors and Senior Executive Vice Presidents (SEVP) visited several other branches to gather experiences, needs, and feedback through the ‘Voice of Customer’ programme.

“‘Think Customer’ means every decision we make must begin with understanding what our customers need. Therefore, it is not enough for us to merely provide products and services. We must listen directly to what is working well, what remains difficult, and what BTN must improve so that the customer experience becomes even better,” said Nixon, as quoted in a statement on Friday, 4 September 2026.

According to Nixon, direct interaction with customers is vital because public needs and expectations regarding banking services are constantly evolving. The feedback obtained from customers serves as a key component of BTN’s efforts to continuously evaluate and improve service quality, across both branch offices and digital channels.

This commitment aligns with BTN’s transformation to build broader relationships with its clientele. Beyond providing mortgage financing for homeownership, BTN continues to develop services and financial solutions to accompany various customer needs throughout their life journeys.

“BTN has grown alongside millions of Indonesian families in realising their dream homes. We want to maintain and develop that relationship. We want BTN to remain relevant as customer needs evolve, ensuring our presence does not end at a transaction, but becomes a part of their financial journey,” said Nixon.

To mark National Customer Day, BTN also organised various service activities and appreciation programmes simultaneously across its branches. Management personally attended to customers, while various BTN channels delivered special messages for the occasion. BTN also introduced programmes such as Customer Gratitude, Gercep Beres, Refreshment Corner, and Special Greetings, alongside digital messages through various service platforms.