Pertamina Patra Niaga Strengthens Danantara Indonesia CX100 Implementation

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 the Pertamina Group’s efforts to deliver services that are more responsive, consistent, and oriented towards public needs.

Erry Sugiharto, Director of Business Support at PT Pertamina (Persero), stated that Pertamina Patra Niaga plays a crucial role as the frontline of the Pertamina Group. He noted that every service is an investment in trust, and the main goal of Danantara CX100 is to create tangible change felt by customers, rather than merely focusing on scores or rankings.

Danantara Indonesia CX100 is a calibration and assessment programme for customer experience among state-owned enterprises, evaluating service quality based on the public’s perspective. Mars Ega Legowo Putra, President Director of PT Pertamina Patra Niaga, affirmed that enhancing customer experience is central to the company’s transformation. He highlighted that the company’s differentiation lies not only in its products but also in the quality of service and the relationships built with customers.

Mars Ega further explained that the company is not only focusing on improving service facilities and infrastructure but also on strengthening its ability to listen to customer needs through various channels, including Pertamina Customer Solutions 135, MyPertamina, social media, and customer satisfaction surveys. All feedback is used as a foundation for continuous service improvement.