Danantara Pushes Service Improvements to Boost SOE Competitiveness

Jakarta: Danantara Indonesia Chief Operating Officer Dony Oskaria said improving service quality is a key part of state-owned enterprise (SOE) transformation to strengthen competitiveness and ensure long-term business sustainability.

He stated the effort begins with a shift in mindset toward understanding customer needs, as expectations continue to rise. According to Dony, SOE transformation starts with a shared understanding that service is the foundation of business sustainability.

“With a shared commitment among SOE leaders, we aim to create a positive experience at every customer touchpoint. The best service is delivered when we can meet, or even exceed, customer expectations, including by understanding needs they have not yet expressed,” Dony said in an official statement in Jakarta, as quoted by Antara on Wednesday, October 14, 2026.

Dony said the competitiveness of SOEs across all sectors depends on the quality of their products and services, as well as the value perceived by customers.

He added that business processes and human resource (HR) readiness must support the service experience companies aim to deliver.

According to Dony, a positive customer experience strengthens loyalty, reflected in customers’ willingness to return, recommend the services to others, and voluntarily advocate for the company.

“These long-term relationships are an important foundation for the sustainability of SOE businesses,” Dony said.

Furthermore, Dony said service quality also shapes public perceptions of SOEs and Danantara Indonesia.

“Danantara Indonesia will be judged not only by its financial reports but also by the public’s experience with the services we provide. SOEs are state-owned companies. Therefore, we must deliver the best for the public,” Dony stressed.

Danantara Indonesia CX100 Award 2026

On the occasion, Danantara announced the Grand Champion, eight Sector Champions, and the Top 100 rankings for the Danantara Indonesia CX100 Award 2026.

The Danantara Indonesia CX100 provides companies with a benchmark for understanding service quality from the customer’s perspective and setting improvement priorities.

The assessment uses the 3E framework: effectiveness, or how well services meet customer needs; ease, or how convenient the services are; and emotion, or the comfort and positive feelings experienced by customers.

Data collection includes face-to-face interviews, online surveys, mystery shopping, public polls, in-depth interviews, and focus group discussions.

The assessment combines the perspectives of customers, the public, and the Index Committee, with the involvement of an Expert Committee comprising academics and practitioners.

The Index Committee, led by Professor Danang Parikesit, calibrated the methodology and supervised data collection and assessment.

Winners of the Danantara Indonesia CX100 Award 2026 Grand Champion

• PT Bank Mandiri (Persero) Tbk.

Eight Sector Champions

• Financial Services: PT Bank Mandiri (Persero) Tbk.
• Energy & Public Utilities: PT Perusahaan Listrik Negara (Persero).
• Transportation Infrastructure: PT Angkasa Pura Indonesia.
• Transportation Modes: PT Kereta Api Indonesia (Persero).
• Healthcare: PT Rumah Sakit Pelni.
• Tourism & Hospitality: PT IAS Hospitality.
• Retail: PT Kimia Farma Apotek.
• Logistics: PT Kereta Api Logistik.

Danantara hopes the recognition will encourage continuous service improvements and the sharing of best practices among SOEs.

All participants can use the CX100 results to improve accessibility, service reliability, and responsiveness to customer needs.

Dony emphasized that the core purpose of the CX100 lies in a shared commitment to improving service. The awards serve as an opportunity to make “Serving Wholeheartedly” a value upheld by SOE directors and their organizations.

“This award is an opportunity to learn from one another and continue improving service quality. With the shared commitment of all SOE leaders, I hope ‘Serving Wholeheartedly’ will become increasingly embedded in the daily operations of these organizations and deliver tangible benefits to the public,” Dony said.

(Razaqa Hariz)