Jakarta (ANTARA) - Indonesian sovereign wealth fund Danantara said improving service quality is central to state-owned enterprise (SOE) transformation, as it named Bank Mandiri grand champion of its 2026 CX100 Award.
Danantara Chief Operating Officer Dony Oskaria said the effort begins with a change in mindset about customer needs as expectations keep rising.
"SOE transformation begins with a shared view that service is the foundation of company sustainability," Oskaria said in a statement on Wednesday.
He said the shared commitment of SOE leaders aims to build a good experience at every point of customer interaction.
The best service comes when companies meet or exceed expectations, including needs customers have not yet expressed, he said.
Oskaria said the competitiveness of state-owned companies in all sectors is determined by product quality, service and the value customers feel.
Business processes and employee readiness need to support the service experience companies want to deliver, he said.
A good experience strengthens loyalty, shown in customers' willingness to reuse services, recommend them and voluntarily become company advocates, he said.
"This long-term relationship is an important foundation for the sustainability of SOE businesses," Oskaria said.
Service quality also shapes public perception of SOEs and Danantara, he said.
"Danantara Indonesia will be judged not only by its financial statements, but also by people's experience of the services we provide," he said.
Danantara announced the Grand Champion, eight Sector Champions and the Top 100 ranking in the Danantara Indonesia CX100 Award 2026.
Winners of the 2026 CX100 Award:
Grand Champion: Bank Mandiri
The eight Sector Champions are:
- Financial Services: Bank Mandiri
- Energy & Public Utilities: PLN
- Transportation Infrastructure: Angkasa Pura Indonesia
- Transportation Modes: Kereta Api Indonesia
- Healthcare: Pelni Hospital
- Tourism & Hospitality: IAS Hospitality
- Retail: Kimia Farma Apotek
- Logistics: Kereta Api LogistikRelated news: Ombudsman highlights significant improvement in public service quality
Translator: Heriyanto, Kenzu
Editor: Rahmad Nasution
Copyright © ANTARA 2026