KAI Division 6 Yogyakarta records positive customer satisfaction trend 2022-2025
Yogyakarta — PT Kereta Api Indonesia (Persero) Division 6 Yogyakarta has recorded a positive trend in customer satisfaction based on Customer Satisfaction Index (CSI) survey results from 2022 to 2025.
“The Customer Satisfaction Index (CSI) for Division 6 Yogyakarta has shown consistent annual improvement, reflecting better service quality experienced by passengers,” said Feni Novida Saragih, Head of Public Relations for KAI Division 6 Yogyakarta, in Yogyakarta on Sunday.
She added that the rise in customer satisfaction scores is a key indicator that the public continues to benefit from safe, comfortable, and reliable railway services. The improved CSI serves as motivation for KAI Division 6 Yogyakarta to continually deliver top-quality services.
“Customer satisfaction is not solely determined by punctuality but also by staff service, increasingly comfortable facilities, ease of access, and safety during rail travel. Customer trust is our top priority, driving continuous innovation and service improvement,” she said.
CSI scores typically range from 0 to 5, with higher scores indicating better customer satisfaction.
Customer satisfaction scores for Division 6 Yogyakarta over the past four years showed an upward trend, with scores of 4.36 in 2022, 4.46 in 2023, 4.52 in 2024, and 4.55 in 2025.
Overall, Feni added, the CSI value for Division 6 Yogyakarta grew by 4.36% from 2022 to 2025.
The improved customer satisfaction stems from ongoing service enhancements, including better staff training, optimised station and onboard facilities, and strengthened safety and security measures.
Feni also noted that rising public interest in mass transit like trains reflects growing awareness of more efficient and environmentally friendly transportation options.
Using trains as public transport helps reduce carbon emissions compared to private vehicles, contributing positively to the environment.
The public is increasingly aware that using public transport, particularly trains, offers comfort and safety while also contributing to sustainable mobility and carbon reduction efforts.
With these positive results, KAI Division 6 Yogyakarta is committed to maintaining service consistency and introducing innovations to enhance passenger experience on every journey.
“KAI Division 6 Yogyakarta will continue to provide services aligned with customer needs while supporting greener mobility,” Feni said.