MRT Customer Satisfaction Index Continues to Show Improvement
Reported by Budhi Firmansyah Surapati | Translated by Maria Inggita
The MRT Jakarta's Customer Satisfaction Index (CSI) in 2021 has reached 88.29 which is higher than in 2020 with a score of 86.64.
The MRT Jakarta's CSI performance in 2021 shows improvements in all parts than the previous year
PT MRT Jakarta (Perseroda) President Director William P. Sabandar said that his side was collaborating with IPSOS, a multinational research company, to measure the CSI. The research was conducted on customers before and after using the MRT service.
"The MRT Jakarta's CSI performance in 2021 shows improvements in all parts than the previous year," he mentioned, Wednesday (5/25).MRT Jakarta: Most Passengers Seen in May 2020 Amid Covid-19
He explained that the MRT user experience factor with the highest performance was on Journey on-Board with a score of 92.62. It was higher than in 2020 which recorded an index of 87.98.
Overall, a positive trend was seen in all aspects with the highest increase in the People aspect in the Pre-Journey section. According to the research, the Pre-Journey in collaboration with Jaklingko reached 91.26 or higher than the previous year's score of 85.71.
Furthermore, when compared to the industry average, the MRT Jakarta's satisfaction index is relatively higher. The CSI can only be equated with the automotive industry.
"The cleanliness, comfort, and security are the main things that need to be maintained by the MRT according to its users," he stated.