PT Kereta Api Indonesia (Persero)
ICXI-2025-00119
Standard Certified: ICXN2025
Scope: Customer Experience (CX) assessment and capability development using the ICXI CX Navigator, covering end-to-end customer journeys across selected passenger services and touchpoints, assessed against the ICXI 6Ps Model (Policy, Premises, People, Process, Products, and Performance). The scope includes organisational self-assessment, customer and employee feedback integration, AI-driven insights, and independent verification by ICXI–ASQI assessor, resulting in actionable recommendations to strengthen customer-centric governance, service delivery, and performance. Assessment conducted as part of the CX Navigator Programme 2024.
Date of Current Certification: 31 December 2025
Date of Original Certification: 31 December 2025
Certificate Expiry Date: 30 December 2026
Address:
Jl Perintis Kemerdekaan No. 1 Kota Bandung Jawa Barat 40117