KAI Ranks 7th in CX100 2026 and Becomes Sector Champion in Transportation

Customer experience is one of the key factors in delivering higher-quality transportation services. PT Kereta Api Indonesia (Persero) (KAI) received two awards at the Danantara Indonesia CX100 Award 2026, held at the Auditorium of Wisma Danantara Indonesia in Jakarta on Tuesday (October 13). KAI ranked 7th in the Top Danantara Indonesia CX100 BUMN and was named Sector Champion in the Transportation category.

The awards were received by KAI Commercial Director Dendy Kurniawan. This achievement places KAI among the top state-owned enterprises based on customer experience assessments.

KAI Vice President of Corporate Communication Anne Purba stated that the awards encourage KAI to continue improving customer experience at every stage of the journey, from searching for information and purchasing tickets to arriving at the destination.

Danantara Indonesia CX100 is an initiative to measure customer experience quality across BUMN services in a comprehensive, structured, and data-driven manner. The assessment involves the public, experts, associations, regulators, and Danantara Indonesia.

Data is collected through web-based polling, in-depth interviews, focus group discussions, online surveys, face-to-face interviews, and mystery shopping. CX100 covers eight public service clusters: Energy & Telecommunications, Financial Services, Healthcare, Logistics, Retail, Tourism, Transportation Infrastructure, and Transportation.

The CX100 awards are divided into three main categories: Top Danantara Indonesia CX100 BUMN for the 100 BUMN with the highest service scores across sectors, Sector Champion for companies with the highest scores in their respective sectors, and Grand Champion for the company with the highest overall score.

Several entities within the KAI Group ecosystem also achieved recognition at the Danantara Indonesia CX100 Award 2026. In addition to KAI's 7th-place ranking, KAI Wisata ranked 35th, KAI Commuter 36th, PT Kereta Cepat Indonesia China (KCIC) 40th, KAI Bandara 43rd, and KAI Logistik 48th in the Top Danantara Indonesia CX100 BUMN 2026 list.

KAI Logistik also received the Sector Champion award in the Logistics category. The award was received directly by KAI Logistik President Director Yuskal Setiawan.

Anne stated that the achievements of various KAI Group entities demonstrate the importance of consistently maintaining customer experience quality across different types of services, from intercity trains and commuter services to airport trains, tourist trains, high-speed trains, and logistics services.

This recognition of customer experience comes alongside growth in the use of KAI Group services. From January to September 2026, KAI Group served 394,443,300 customers, an increase of 7.06 percent compared with 368,429,917 customers in the same period in 2025. This represents an increase of more than 26 million customers in the first nine months of the year.

These customers used a range of services to meet their mobility needs, including intercity and regional journeys, commuter services, LRT Jabodebek, airport access, tourist travel, KA Makassar–Parepare, and Whoosh.

According to Anne, growth in customer numbers must be accompanied by consistent service quality. Safety, punctuality, service accessibility, the quality of customer interactions, and facility readiness remain important aspects to maintain as travel volumes increase.

In terms of customer satisfaction, KAI's Customer Satisfaction Index (CSI) for the first half of 2026 reached 4.53 out of 5, an increase of 0.01 points compared with the 2025 score of 4.52. This is KAI's highest score since 2020.

In the first half of 2026, KAI also recorded more than 2.2 million customer interactions through various service channels. These interactions provide insights into customer needs, help resolve issues, and inform service improvement priorities.

Anne emphasized that awards and customer satisfaction indices must be followed by tangible improvements that customers can experience on their next journeys.

She also expressed her appreciation to customers who continue to place their trust in KAI Group and provide assessments, criticism, and suggestions. This feedback serves as a basis for evaluation, helping KAI maintain what is already working well while improving aspects of service that still need refinement.

Through these efforts, KAI Group continues to promote transportation services that are safer, easier to access, more comfortable, and more reliable for the public.