Pertamina Patra Niaga Strengthens Customer Experience Through Danantara Indonesia CX Program

PT Pertamina Patra Niaga is strengthening its customer experience through the implementation of the Danantara Indonesia CX100 program. This initiative, launched at Grha Pertamina in Jakarta, is part of a broader effort by the Pertamina Group to deliver more responsive, consistent, and community-focused services.

The Danantara Indonesia CX100 program involves calibration and assessment of customer experience (CX) to gauge the quality of state-owned enterprise (BUMN) services from the public's viewpoint. It evaluates customers' real-life interactions with various BUMN services, alongside business and operational achievements.

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Every service is an investment in trust. Danantara CX100 is not just about scores or rankings. The main goal is real change that customers feel. If our service is good, the results will follow.

Erry Sugiharto, Director of Business Support at PT Pertamina (Persero), highlighted Pertamina Patra Niaga's crucial role as the frontline of the Pertamina Group, interacting daily with millions of customers across its gas stations, LPG, aviation, and digital services. He emphasized that each service represents an investment in trust and that the program's primary goal is tangible change felt by customers, believing that good service naturally leads to positive outcomes.

Mars Ega Legowo Putra, President Director of PT Pertamina Patra Niaga, affirmed that enhancing customer experience is a core focus of the company's transformation. He stated that as the downstream subholding, Pertamina Patra Niaga is committed to fostering a customer-centric culture to ensure every interaction is easy, fast, and adds value. Legowo Putra added that the company actively gathers customer feedback through various channels, including its customer service hotline, MyPertamina app, social media, and satisfaction surveys, using this input for continuous improvement.

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As the frontliner of Pertamina serving the community from Sabang to Merauke, we want to ensure every service point provides the best experience for customers. Our differentiation lies not only in products but also in service quality and how we build closer relationships with customers. Therefore, customer experience must be a culture embraced by all Pertamina Patra Niaga officers.