Taspen Participant Satisfaction Continues to Improve in 2025

PT Taspen (Persero) has again recorded an increase in participant satisfaction with a score of 98.7 based on the 2025 Customer Satisfaction Index (CSI) results. This score is the highest achievement in the last four years while maintaining the ‘Very Satisfied’ predicate, reflecting participants’ growing trust in Taspen’s services. “Participant satisfaction is an important indicator for assessing the success of Taspen’s service transformation,” said Taspen Corporate Secretary, Henra. Therefore, he continued, every piece of feedback from participants serves as evaluation material and a basis for service development for Taspen to continue improving quality and presenting innovations relevant to participants’ needs. Henra stated that the Taspen CSI survey has shown consistent improvement from year to year. This is reflected over the past four years, from a score of 97.6 in 2022, consistently increasing to 98.7 in 2025. This increase demonstrates a positive response from participants towards the service experience and improvements made by Taspen. In its implementation, the 2025 CSI survey was conducted by MarkPlus, Inc., involving thousands of respondents, comprising 83.4 percent retirees and 16.6 percent active civil servants. The survey was carried out from 14 July to 22 August 2025 through online survey methods, computer-assisted telephone interviews, and face-to-face interviews. The aspects assessed included Taspen’s main programmes, product information, the claims submission process, supporting facilities, digital product services, timeliness and accuracy of payments, and the quality of officer services. Taspen also actively educates participants through the campaign as an effort to increase awareness of various fraud modes misusing Taspen’s name. This campaign has contributed to increasing participant trust and satisfaction with Taspen’s services. This achievement is tangible proof of Taspen’s commitment to implementing the 5T principles: Right Administration, Right Person, Right Time, Right Amount, and Right Place. As a Centre of Excellence for managing social security for civil servants and state officials, Taspen continues to strengthen service transformation through digital innovation, service quality improvement, and the development of a sustainable social protection ecosystem. One manifestation of this transformation is the optimisation of digital services through the Andal by Taspen application, which has been downloaded 2.8 million times via the App Store and Play Store. This step aligns with President Prabowo Subianto’s Asta Cita mission to strengthen an adaptive, inclusive, and welfare-oriented social protection system.