The city-owned bus operator PT Transjakarta says its passengers have reached 371.4 million, making it the top choice for the residents of Jakarta.

This means the more customers are satisfied with our services

Based on the data gathered , more than 1 million customers per day use Transjakarta services, with a coverage of 91.7 percent of the served population.

PT Transjakarta President Director, Welfizon Yuza said customer satisfaction continues to increase. The Customer Satisfaction Index (CSI) in 2024 was recorded at 4.4 on a scale of 5, which is an improvement compared to the previous year, which was at 4.2.

"This means the more customers are satisfied with our services," he expressed, Friday (2/7).

Even, Transjakarta is now also starting to measure the Net Promoter Score (NPS), which is an indicator that measures how likely customers are to recommend the service to others. The NPS for Transjakarta reached 70 percent.

"Not only are they satisfied, but most of them also actively recommend Transjakarta to their friends and family," he explained.

He furthered, the higher the NPS score, the greater the likelihood that customers will become 'ambassadors' who promote the service on their own or based on personal recommendations. In the future, Transjakarta is committed to continuously improving service quality and maintaining this positive trend.

"With an NPS achievement of 70 percent, Transjakarta demonstrates that the majority of its users are not only satisfied but also actively encourage others to switch to public transportation," he closed.