KAI Customer Satisfaction Index Reaches 4.53, Driven by 3.25 Million Feedback Voices

PT Kereta Api Indonesia (KAI) continues to strengthen its service quality by involving customers in the evaluation process. The company’s Customer Satisfaction Index (CSI) for the first half of 2026 reached 4.53 on a scale of 5, a slight increase from 4.52 in the previous period. The survey involved 3,160 respondents across nine Operational Areas and four Regional Divisions, all of whom had used KAI services at least twice in the last six months. In addition to the structured survey, KAI monitored 3,249,842 customer voices on social media during the same period. This data, comprising questions, appreciation, suggestions, and complaints, provides a rapid and broad context for understanding customer needs. KAI’s President Director, Bobby Rasyidin, emphasised that the company’s sustainability is built on its ability to listen, understand, and act on public needs. He noted that customer perspectives offer direct insight, making service decisions more relevant and measurable. Vice President of Corporate Communication, Anne Purba, explained that the survey measured customer experience across various touchpoints, including stations and onboard services for trains and LRT. The onboard service index rose to 4.60, with staff friendliness receiving the highest score of 4.72. However, the station service index was slightly lower at 4.46. Using Importance–Performance Analysis, KAI identified station waiting rooms and boarding areas as priorities for improvement. The company also reported handling 2.2 million customer interactions through its service channels in the first half of 2026, bringing the cumulative total since 2022 to approximately 13.49 million interactions.