KAI Uses Customer Feedback as Basis for Service Development

PT Kereta Api Indonesia (Persero) is using customer feedback as the basis for strategic decisions to improve service quality. By strengthening its Customer Relationship Management (CRM) and Voice of Customer (VoC) systems, KAI aims to ensure that every innovation developed aligns with the needs and expectations of the public.

KAI President Director Bobby Rasyidin stated that the needs of transport service customers are constantly evolving, requiring the company to optimise the use of customer data to support decision-making in both operational and commercial aspects. "Changes at KAI are guided by the voice of the customer. Through the development of CRM, we listen to feedback while analysing the increasingly complex needs of the community, so that operational and commercial decisions can meet customer demands," Bobby said during a Leadership Forum at PT Bank Syariah Indonesia (Persero) Tbk in Jakarta on Tuesday (21/7/2026).

According to Bobby, the use of CRM and VoC allows KAI to map customer preferences, behaviour, and needs more accurately. This information is then integrated into various aspects of the service, ranging from the digital ticket booking process and station facilities to in-journey comfort and complaint handling.

Bobby noted that this customer-based approach has also supported the improvement of the company’s operational performance. Throughout 2025, the KAI Group served 503.5 million customers, an increase of 8.52 per cent compared to 464 million customers in 2024.

Furthermore, the on-time departure rate reached 99.53 per cent, exceeding the company’s target of 99.45 per cent. The on-time arrival rate also reached 95.93 per cent, higher than the target of 94.20 per cent. Meanwhile, the customer satisfaction index increased from 4.50 in 2024 to 4.52 in 2025.

Bobby emphasised that integrating customer data is increasingly important given that KAI manages more than 31,000 employees, approximately 11,300 units of rolling stock, 590 stations, and 7,000 kilometres of active railway lines across various regions in Indonesia. "Going forward, KAI will continue to strengthen its CRM technology capacity and Voice of Customer channels so that every service innovation launched remains relevant, adaptive, and provides a safe, comfortable, and reliable travel experience for all customers," he said.