Pelindo Jasa Maritim deepens customer engagement in Yogyakarta, using feedback, service innovation and frontline responsiveness to strengthen service quality and advance its broader transformation agenda
PT Pelindo Jasa Maritim is stepping up efforts to improve customer service by placing greater emphasis on listening to users, understanding their concerns and using their feedback to shape service improvements.
The company brought customers, strategic partners and industry associations together for its “Customer Engagement Region 2: Hearing Your Needs, Understanding Your Concerns” forum, held in Yogyakarta on Aug. 27, 2026. The gathering provided a platform for direct dialogue between management and customers on service quality and collaboration.
Budi Prasetyo, Executive Director 2 of PT Pelabuhan Indonesia (Persero), said improving the customer experience was an important part of the company’s broader service transformation.
He highlighted the Customer Experience 100 (CX100) program and the Customer Care 102 service as key initiatives aimed at strengthening customer-oriented services.
“The rise in the Customer Satisfaction Index across most Region 2 units motivates us to keep improving. Every piece of feedback from service users plays a vital role in delivering better services,” he said.
Agusman Katoroy, Senior Manager of Region 2 at PT Pelindo Jasa Maritim, said the Region 2 team was prepared to serve as the company’s frontline in responding to customer needs.
The team’s focus, he said, was on providing services that are responsive, reliable and tailored to the needs of customers.
The Aug. 27 gathering in Yogyakarta was also intended to strengthen communication and cooperation among Pelindo Jasa Maritim, its customers, strategic partners and industry associations. Feedback from the forum will support the company’s ongoing evaluation and refinement of its services, the company said.
As part of its customer-service efforts, Pelindo Jasa Maritim also reminded customers of the official Pelindo 102 customer care channel, which operates 24 hours a day, seven days a week. The channel provides information, handles service requests and accepts suggestions and complaints.
The company said the continued dialogue with customers was part of its wider service transformation, as it seeks to improve service quality while making customer experience a more central part of its operations.
