Pertamina Patra Niaga Strengthens Customer Experience Through Danantara Indonesia CX Programme
PT Pertamina Patra Niaga is strengthening the quality of customer experience by implementing the Danantara Indonesia CX100 programme at Grha Pertamina, Jakarta. The programme is part of Pertamina Group’s effort, particularly Pertamina Patra Niaga, to deliver services that are increasingly responsive, consistent, and oriented towards public needs.
Danantara Indonesia CX100 is a customer experience calibration and assessment programme designed to measure the service quality of state-owned enterprises from the perspective of the public as service users. The assessment encompasses real customer experiences when interacting with various state-owned enterprise services, alongside business and operational achievements.
PT Pertamina (Persero) Business Support Director, Erry Sugiharto, assessed that Pertamina Patra Niaga plays a crucial role as the front-facing entity of the Pertamina Group. Interactions with millions of customers occur daily across petrol stations, LPG, aviation, digital services, and various other business lines. “Every service is an investment of trust. Danantara CX100 is not merely about scores or rankings. The main objective is real change felt by the customer. If our service is good, the results will follow,” Erry stated.
President Director of PT Pertamina Patra Niaga, Mars Ega Legowo Putra, affirmed that strengthening customer experience is one of the main focuses of the company’s transformation as the front line of national energy service. In line with the direction of the CX100 transformation, Pertamina Patra Niaga, as Pertamina’s Downstream Subholding, continues to reinforce a customer-oriented culture so that every interaction delivers services that are easier, faster, and provide added value for the community. “As Pertamina’s frontliners serving the public from Sabang to Merauke, we want to ensure every service point provides the best experience for customers. Our differentiation lies not only in our products but also in the quality of service and how we build closer relationships with customers. Therefore, customer experience must become a culture embraced by all Pertamina Patra Niaga personnel,” said Mars Ega.
Mars Ega further conveyed that the company is not only focused on improving service facilities and infrastructure but also on strengthening the ability to listen to customer needs through various communication channels, ranging from the Pertamina Customer Solutions 135 hotline, MyPertamina, social media, to various customer satisfaction surveys. All this feedback serves as the basis for the company to continuously improve services.
Through sustainable customer experience transformation, Pertamina Patra Niaga is optimistic about delivering more reliable energy services that are relevant to public needs, while supporting the creation of a world-class customer experience in line with the Danantara CX100 transformation vision. Managing Director of Human Capital at Danantara Indonesia, Agus Dwi Handaya, appreciated Pertamina Patra Niaga’s steps in forming a Danantara Indonesia CX100 Task Force and involving management and officers from various operational functions in strengthening the service culture. He noted that this demonstrates that the spirit of wholehearted service has become a primary focus of management and is manifested in more humanistic and customer-oriented service.