Danantara Announces 100 State-Owned Enterprises with the Best Customer Service
Danantara Indonesia has announced the Grand Champion, eight Sector Champions and the Top 100 rankings in the 2026 Danantara Indonesia CX100 Awards. The programme is part of its Serving Wholeheartedly commitment to drive service transformation at state-owned enterprises (SOEs), so that customers and the public increasingly feel its benefits.
Danantara Indonesia Chief Operating Officer Dony Oskaria said that improving service quality was an important part of SOE transformation, strengthening companies’ competitiveness and sustainability. The effort begins with a change in mindset about understanding customers’ needs, as their expectations continue to rise.
“SOE transformation starts with a shared view that service is the foundation of corporate sustainability. With the joint commitment of SOE leaders, we want to create a good experience at every point of interaction with customers. The best service comes when we can meet, and even exceed, their expectations, including by understanding needs that have not yet been expressed,” Dony said in an official statement on Wednesday (14 October 2026).
According to Dony, the competitiveness of SOEs across all sectors is determined by the quality of their products and services, as well as the value customers perceive. Business processes and workforce readiness therefore need to support the service experience companies aim to deliver.
A positive experience strengthens customer loyalty, reflected in their willingness to use a service again, recommend it and voluntarily advocate for the company. These long-term relationships are an important foundation for SOE business sustainability.
Dony added that service quality also shapes public perceptions of SOEs and Danantara Indonesia.
“Danantara Indonesia will be judged not only by its financial reports, but also by the public’s experience of the services we provide. SOEs are state-owned companies. For that reason, we must give the public our best,” Dony stressed.
As a programme to measure and rank customer experience at SOEs, Danantara Indonesia CX100 gives companies a benchmark for understanding service quality from customers’ perspective and setting improvement priorities. Its assessment uses the 3E framework: Effectiveness, or how well services meet needs; Ease, or how convenient they are; and Emotion, or the comfort and positive feelings experienced by customers.
Data collection includes face-to-face interviews, online surveys, mystery shopping, public polling, in-depth interviews and focus group discussions. The assessment combines the perspectives of customers, the public and the Index Committee, with an Expert Committee of academics and practitioners also involved. The Index Committee, led by Professor Danang Parikesit, calibrates the methodology and supervises data collection and assessment.
Winners of the 2026 Danantara Indonesia CX100 Awards
Grand Champion: PT Bank Mandiri (Persero) Tbk
Eight Sector Champions:
Financial Services: PT Bank Mandiri (Persero) Tbk
Energy & Public Utilities: PT Perusahaan Listrik Negara (Persero)
Transportation Infrastructure: PT Angkasa Pura Indonesia
Transportation Modes: PT Kereta Api Indonesia (Persero)
Healthcare: PT Rumah Sakit Pelni
Tourism & Hospitality: PT IAS Hospitality
Retail: PT Kimia Farma Apotek
Logistics: PT Kereta Api Logistik
The awards are expected to encourage continuous service improvements and the exchange of good practices among SOEs. All participants can use CX100 results to improve accessibility, service reliability and responsiveness to customer needs.
Dony said the core significance of CX100 lay in a shared commitment to improve services. The awards provide an opportunity to make Serving Wholeheartedly a value put into practice by SOE directors and organisations as a whole.
“These awards are an opportunity to learn from one another and keep improving service quality. With the shared commitment of all SOE leaders, I hope Serving Wholeheartedly will become increasingly embedded in the day-to-day work of organisations and its benefits will be felt by the public,” Dony concluded.