PT Telkom Indonesia Persero Tbk
124 b. Pelanggan Korporat
Survei ditujukan untuk mengetahui Indeks Kepuasan Pelanggan Customer Satisfaction Index - CSI dan
Indeks Loyalitas Pelanggan Customer Loyalty Index - CLI. Pada tahun 2016, telah dilakukan improvement
survey dengan mengintegrasikan survei kepuasan pelanggan di seluruh BUD dan BUS CFU Enterprise.
PERLINDUNGAN KONSUMEN [G4-PR8]
Kami terus mengupayakan berbagai inisiatif dan penyempurnaan di bidang pengelolaan keamanan
produk product safety, layanan pengaduan dan jaminan purna jual untuk memberikan kenyamanan dan jaminan
perlindungan konsumen, antara lain dengan senantiasa:
•
memastikan suatu produk yang baru dikembangkan dapat menjadi produk yang tepat sebagai produk
komersial yang diterima baik di pasar. Kami menerapkan suatu pedoman standar bagi pelaksanaan
proses inkubasi produk inovasi melalui tahapan- tahapan idea submission, customer and idea validation,
product validation, business model validation dan market validation;
•
memegang prinsip untuk memastikan produk dan layanan yang dihasilkan berkualitas tinggi dan
mampu memberikan manfaat secara maksimal serta berkontribusi dalam pertumbuhan ekonomi;
•
menjaga kode etik dalam penjualan produk penjualan langsung, iklan dan promosi;
•
menerapkan praktik beriklan yang beretika dengan memperhatikan ketentuan kode etik periklanan di
Indonesia;
•
memastikan bahwa produk dan layanan purnajual dapat secara mudah tersedia bagi publik;
b. Corporate Customer
The survey was intended to understand Customer Satisfaction Index CSI and Customer Loyalty Index
CLI. In 2016, there was an improvement survey by integrating the customer satisfaction survey all over
BUDs and BUSes of CFU Enterprise.
CUSTOMER PROTECTION [G4-PR8]
We continue to pursue a variety of initiatives and improvements in the ield of product safety, complaints
services and after-sales guarantees to provide comfort and consumer protection guarantees, among others, by
constantly:
• ensuring that newly developed products can be the right commercial product that is well
received in the market. We apply a standard guideline for the implementation of the product
innovation incubation process through the stages of idea submission, customer and idea validation,
product validation, business models and market validation;
• holding the principle of ensuring that the resulting products and services are of high quality and are
able to provide maximum beneits and contribute to economic growth;
• maintaining a code of ethics in product sales direct sales, advertising and promotion;
• implementing ethical advertising practices by taking into account applicable advertising code of ethics in
Indonesia; • ensuring that the products and after sales service are
easily available to the public;
CLI - IndiHome dan Wii.id CLI - IndiHome and Wii.id
IndiHome Wii.id
CLI 75,7
68,8 Switching Barrier
68,6 95,5
Attitude 76,3
60,5 Behaviour
72,2 66,5
Emotional 84,8
79,4
PT Telkom Indonesia Persero Tbk
125
• supporting the implementation of the principles and practices of fair competition;
• prioritizing customer satisfaction; • meeting the benchmarks required under several
regulations that set the standard of quality of service, namely the Ministerial Regulation on Achieving Local
Fixed Network Service Quality Standards, Network Equipment DLD, International Fixed Networks, Local
Fixed Networks, and Internet Telephony Services for Public Interest “VoIP”; and
• provide compensation if services do not comply with the required benchmarks.
•
mendukung penerapan prinsip-prinsip dan praktik persaingan yang sehat;
•
berorientasi pada kepuasan pelanggan;
•
memenuhi tolok ukur yang dipersyaratkan dalam beberapa Peraturan Menteri yang mengatur standar
kualitas layanan, yaitu Peraturan Menteri tentang Pencapaian Standar Kualitas Layanan Jaringan Tetap
Lokal, Jaringan Tetap SLJJ, Jaringan Tetap Sambungan Internasional, Jaringan Tetap Lokal, dan Jasa Internet
Teleponi untuk Keperluan Publik “ITKP”; dan
•
memberikan kompensasi jika pelayanan tidak sesuai dengan tolak ukur yang dipersyaratkan.
