KAI CEO Shares Transformative Leadership Strategy at BSI Forum

PT Kereta Api Indonesia (Persero) has reinforced its commitment to delivering customer-oriented services. At the PT Bank Syariah Indonesia (Persero) Tbk Leadership Forum held at the BSI Tower Ballroom in Jakarta on Tuesday (21/7/2026), KAI President Director Bobby Rasyidin shared the company’s transformative leadership strategy, in which strategic decisions on service improvements are directly guided by the Voice of Customer (VoC) and strengthened Customer Relationship Management (CRM) systems.

Bobby explained that the needs and expectations of transport service customers are evolving dynamically. In response, KAI has optimised its CRM to map customer preferences, behaviour and feedback accurately and personally.

“Service changes at KAI are guided by the voice of the customer. Through CRM development, we listen to feedback while analysing the increasingly complex needs of the public, so that the operational and commercial decisions we take can address what customers actually need,” Bobby said.

The use of CRM and VoC data underpins KAI’s integration of every point in its service ecosystem, from ticket pre-booking via the digital application, station facilities, and on-board comfort, to the speed of customer complaint handling.

This customer-needs-based decision-making approach has driven continuous improvement in KAI’s operational performance. In 2025, KAI Group recorded a volume of 503.5 million customers, an increase of 8.52 per cent compared with 2024, which reached 464 million customers.

On-Time Performance for train departures in 2025 reached 99.53 per cent, exceeding the target of 99.45 per cent. Meanwhile, arrival punctuality reached 95.93 per cent against a target of 94.20 per cent. The Customer Satisfaction Index also recorded a positive trend, rising from 4.50 in 2024 to 4.52 in 2025.

With an operational scope covering more than 31,000 employees, 11,300 units of rolling stock, 590 stations and 7,000 kilometres of active rail infrastructure, the integration of customer data serves as a crucial foundation enabling service decisions to be made quickly, accurately and in a coordinated manner on the ground.

“Going forward, KAI will continue to strengthen its CRM technology capacity and Voice of Customer channels, so that every service innovation we launch remains relevant, adaptive, and delivers a safe, comfortable and reliable travel experience for all customers,” Bobby concluded.