Customer Voices Matter, KAI's Service Satisfaction Score Reaches 4.53

Great journeys begin with listening. That's the commitment PT Kereta Api Indonesia (Persero) continues to uphold by placing customer feedback at the heart of every service improvement and innovation.

The approach is paying off. KAI's Customer Satisfaction Index (CSI) reached 4.53 out of 5 in the First Semester of 2026, improving from 4.52 recorded in the previous year.

During the first half of 2026, KAI also recorded more than 2.2 million customer interactions across its service channels. From social media and WhatsApp to email and customer service, every conversation provides valuable insights that help KAI better understand customer expectations and continuously enhance the travel experience.

According to KAI Vice President of Corporate Communication Anne Purba, customer experiences play a key role in shaping the company's future services.

Customers experience every stage of their journey—from searching for travel information and purchasing tickets to entering the station, boarding the train, and arriving at their destination. That's why every piece of feedback helps us develop services that are more relevant and responsive to customer needs.

The survey involved 3,160 respondents across nine Operational Areas and four Regional Divisions, covering customer experiences at stations, onboard trains, LRT Jabodebek, South Sumatra LRT, KAI Wisata services, and Public Service Obligation (PSO) trains.

Customer satisfaction with onboard services continued to improve, with the satisfaction index increasing from 4.55 to 4.60. Meanwhile, station services recorded a score of 4.46 and remain a key focus for future enhancements.

Passengers gave the highest ratings to staff friendliness (4.72), punctuality (4.68), travel information (4.61), and safety (4.59). These achievements encourage KAI to continue strengthening service standards through employee development, continuous evaluation, and ongoing innovation.

At the same time, KAI remains committed to improving the areas customers value most. Based on the Importance–Performance Analysis, key priorities include station waiting areas, boarding areas, customer service rooms, ticketing and fares, and onboard restroom facilities.

Customer feedback has been translated into concrete improvement initiatives, including more comfortable waiting areas, smoother boarding processes through Face Recognition Boarding Gates, enhanced customer service facilities, and cleaner, better-equipped onboard restrooms.

Beyond the survey, more than 2.2 million customer interactions throughout the first half of 2026 also provided valuable insights. Most interactions came through social media, followed by WhatsApp, email, and inbound and outbound customer communications. Every interaction is analyzed by topic, service type, and operational area before being forwarded to the relevant teams for follow-up.

Each communication channel serves different customer needs. Together, they help us better understand customer expectations while allowing us to respond appropriately based on each situation.

The survey also highlighted strong performances across KAI's operational regions. Operational Area 3 Cirebon achieved the highest Customer Satisfaction Index at 4.71, while Operational Area 5 Purwokerto recorded the largest improvement compared with the previous survey period.

For KAI, every journey is more than simply transporting passengers—it's about creating a safer, more comfortable, and more enjoyable travel experience. In line with Indonesia's 81st Independence Day theme, "A Sovereign, Just, and Prosperous Indonesia," KAI remains committed to delivering accessible, customer-focused, and responsive services for communities across the country.

We will continue maintaining the service excellence that customers appreciate while accelerating improvements in areas that still need attention. Customer feedback will always be our compass in creating better journeys for everyone.