Service Innovation and Digital Advancement Strengthen Customer Loyalty
PT Bank Central Asia Tbk (BCA) has once again received global recognition for its customer service excellence. For the fifth consecutive year, BCA has been awarded the Gallup Global Customer Engagement Award 2025 by Gallup, a leading global management performance consulting firm based in the United States. This recognition affirms BCA’s superior performance in building customer loyalty and trust through quality and sustained interactions.
The Gallup Customer Engagement Survey is conducted annually to evaluate the effectiveness of companies in building customer relationships. Survey results serve as the basis for awarding prestigious recognition to companies that successfully maintain high levels of customer loyalty and satisfaction.
Vice President Director of BCA, Armand Hartono, expressed that the Gallup recognition serves as positive motivation to continue prioritising service quality for customers. “It is an honour for BCA to receive this global award for five consecutive years. The Gallup Global Customer Engagement Award motivates us to continue prioritising service quality to meet the evolving needs of our customers,” Hartono stated.
Gallup noted that BCA’s success in achieving the award reflects the dedication of all BCA personnel in delivering superior customer service. The recognition extends beyond quantitative achievements to encompass the bank’s commitment to enhancing service and customer experience across all channels.
BCA is recognised for maintaining solid face-to-face interactions whilst focusing on digital service channels including myBCA, BCA mobile, and Halo BCA. These digital channels provide BCA customers with multiple effective and efficient options for interaction.
“For us, customers are the inspiration behind every service we deliver. Going forward, BCA will continue to strive to be part of the public’s financial journey with reliable and trustworthy services,” Hartono concluded.
Amid increasingly competitive banking industry dynamics, customer loyalty programmes have become a key strategy for retaining third-party funds. The Gebyar Hadiah BCA programme serves as an appreciation initiative for BCA customers through a point accumulation mechanism based on increased deposits and transactions. Rising cyber threats including phishing, social engineering, and other cyber attacks are prompting banking companies to continuously strengthen their security systems. BCA has also adjusted its branch office operating schedules in observance of the Lunar New Year 2577 (2026).