Personal Customer Segment BUMN Hadir untuk Negeri-Peringatan HUT RI ke 71 SOE for The Nation - 71

PT Telkom Indonesia Persero Tbk 122 Hasil Survei Indeks Kepuasan Pelanggan CSI SURVEI KEPUASAN PELANGGAN [G4-PR5] Guna mendapatkan feedback bagi upaya perbaikan layanan di masa mendatang, kami melaksanakan survei kepuasan pelanggan secara berkala. Latar belakang pelaksanaan survei adalah: • Wujud manifestasi ilosoi Always the Best dalam program service excellence. • Meminimalisasi gap kepuasan dan kepentingan antara pelanggan dengan Telkom, melalui upaya perbaikan yang komprehensif, sistematis, efektif dan berkesinambungan continues improvement • Meningkatkan kepuasan dan loyalitas pelanggan.

a. Pelanggan Konsumer

Survei ditujukan untuk mengetahui Indeks Kepuasan Pelanggan Customer Satisfaction Index - CSI, Indeks ketidakpuasan pelanggan Customer Dissatisfaction Indeks – CDI dan Indeks Loyalitas Pelanggan Customer Loyalty Index - CLI. Survei dilakukan setiap tahun dan dipresentasikan pada bulan April di tahun berikutnya. CUSTOMER SATISFACTION SURVEY [G4-PR5] To get feed-back for eforts to improve services in the future, we carry out customer satisfaction surveys on a regular basis. A background of the survey is as follows: • A manifestation of the “Always the Best” philosophy through the service excellence program. • Minimizing the gap between customer satisfaction and Telkom’s interest, through comprehensive, systematic, efective and sustainable improvement eforts continues improvement. • To increase customer’s satisfaction and loyalty.

a. Personal Customer

The survey is aimed to seek the Customer Satisfaction Index CSI, Customer Dissatisfaction index CDI and Customer Loyalty Index CLI. The survey is conducted every year and is presented in April in the following year. Survey Result Customer Satisfaction Index CSI CSI - IndiHome dan wii.id CSI - IndiHome and wii.id IndiHome Wii.id CSI 82,95 87,57 Product Service 79, 7 86,2 Delivery System 84,4 87,8 Service Mindset 84,7 85,1 Relationship 86,3 86,0 Corporate Image 84, 0 89,7 Tahun 2013 Telepon Speedy Tahun 2014 Telepon Speedy Tahun 2015 Indihome wii.id Tahun 2016 Indihome wii.id 40 50 60 30 20 10 70

80.16 83.77

83.06 85.26

80 90 100