Inside KAI’s Transformation: President Director Bobby Rasyidin Shares Leadership Strategy at BSI Leadership Forum

Jakarta, July 21, 2026 – Behind every service innovation introduced by KAI lies one key principle: listening to its customers. This customer-first approach was the focus of President Director Bobby Rasyidin's presentation at the Leadership Forum of PT Bank Syariah Indonesia (Persero) Tbk, held at the BSI Tower Ballroom in Jakarta on Tuesday (July 21).

During the forum, Bobby highlighted how KAI's transformation goes beyond technology and infrastructure development. Instead, it begins with a deeper understanding of customer needs through a stronger Customer Relationship Management (CRM) system and the effective use of Voice of Customer (VoC) insights, ensuring that customer feedback plays a central role in shaping business decisions.

By leveraging customer data, KAI can better understand passenger preferences, travel behavior, and evolving expectations. These insights help the company continuously enhance every stage of the travel experience—from digital ticket booking and station facilities to onboard comfort and faster customer support.

This customer-centric strategy has also translated into stronger business performance. Throughout 2025, KAI Group served 503.5 million passengers, marking an 8.52 percent increase compared with 464 million passengers in 2024.
Operational excellence also continued to improve. 

Departure On-Time Performance (OTP) reached 99.53 percent, exceeding the company's target of 99.45 percent, while arrival punctuality recorded 95.93 percent, surpassing the target of 94.20 percent. Meanwhile, KAI's Customer Satisfaction Index (CSI) increased from 4.50 in 2024 to 4.52 in 2025, reflecting a consistently better travel experience for customers.

These achievements are supported by KAI's nationwide operations, which include more than 31,000 employees, approximately 11,300 railway assets, 590 stations, and over 7,000 kilometers of active railway lines. Integrating customer insights across this extensive network enables faster, more coordinated, and more responsive service delivery.

Looking ahead, KAI will continue strengthening its CRM capabilities and expanding its Voice of Customer channels to ensure every new service innovation remains relevant to passengers' evolving needs. By placing customers at the heart of its transformation, KAI is committed to delivering travel experiences that are safer, more comfortable, more reliable, and increasingly customer-focused.