PT Bank Negara Indonesia (Persero) Tbk, or BNI, ranked fourth in the "Top 10 State-Owned Enterprises (BUMN) for Best Service" category at the Danantara Indonesia CX100 Award 2026. This achievement places BNI among the top-tier state-owned enterprises in terms of service quality and customer experience.
The award was presented during the Danantara Indonesia CX100 Award 2026 event, held at the Wisma Danantara Indonesia Auditorium in Jakarta on Tuesday (10/13/2026), and was attended by Danantara Indonesia Chief Operating Officer Dony Oskaria.
BNI President Director Putrama Wahju Setyawan stated that service quality is a crucial element in maintaining customer trust while simultaneously strengthening the company's competitiveness.
"For BNI, service quality is a component of the company's competitiveness. Therefore, we consistently ensure that service development remains aligned with both customer needs and the direction of the state-owned enterprise (SOE) transformation under the coordination of Danantara Indonesia," said Putrama in a written statement.
One such effort is being carried out by strengthening digital channels, in tandem with enhancing services across the branch office network.
In the retail segment, BNI continues to develop wondr by BNI, while in the wholesale segment, the company is strengthening BNIdirect. As of the first half of 2026, wondr by BN has recorded 15.1 million users, with 1.1 billion transactions totaling IDR 958 trillion.
Meanwhile, BNIdirect has 279.7 thousand users, with 789 million transactions totaling IDR6,039 trillion. This achievement highlights the increasingly significant role of digital channels in supporting the financial activities of both individual and corporate clients.
The development of these digital services goes hand in hand with strengthening the quality of service across the branch office network. BNI also continuously evaluates the customer experience to ensure that service processes become increasingly easy, effective, and convenient.
In the Danantara Indonesia CX100 Award 2026, the evaluation is based on three core pillars: Effectiveness, Ease, and Emotion. These three aspects measure a service's ability to meet customer needs, the ease of access, and the overall experience during interactions with the company.
The assessment is conducted using a number of methods, including face-to-face interviews, online surveys, mystery shopping, in-depth interviews, and focus group discussions (FGDs). The results of this assessment serve as input for the company to identify its strengths as well as areas of service that still require improvement.
For BNI, the quality of the customer experience is determined not only by direct interactions with customers but also by the reliability of the processes, operations, and infrastructure that support those services. Consequently, the development of the customer experience is approached comprehensively—encompassing everything from customer interactions to the reliability of underlying processes and supporting systems.
"The results of this assessment serve as input for us to continuously refine our service processes and develop our digital channels. We want BNI’s services to keep evolving in line with our customers' needs and to provide convenience in their transactions," said Putrama.
As a state-owned enterprise (BUMN) within the Danantara Indonesia ecosystem, BNI continues to strengthen its service transformation by placing customer needs at the core of its business development.
In line with its eight-decade journey and the spirit of Swadharma Bhakti Nagara, BNI will continue to strengthen its service quality, digital innovation, and operational reliability to provide an ever-improving experience for its customers.