PT Kimia Farma Apotek (KFA), a subsidiary of PT Kimia Farma (Persero) Tbk, has received the "Sector Champion" award in the Retail category at the *Danantara Indonesia CX100 Award 2026*. This recognition serves as an appreciation for the company’s efforts to enhance the quality of customer experience, while also acting as a motivation for KFA to continue strengthening its healthcare services—ensuring they remain accessible, reliable, and focused on the needs of the public.
The award is part of the *Danantara Indonesia CX100* program, an initiative designed to measure and rank customer experience within state-owned enterprises (BUMN), fostering a service transformation rooted in the spirit of "Serving Wholeheartedly" (*Melayani Sepenuh Hati*). The program positions customer experience as a critical factor in boosting competitiveness and ensuring long-term corporate sustainability.
As part of the Kimia Farma Group, Kimia Farma Apotek continues to develop its healthcare retail services by prioritizing ease of access, service reliability, and customer needs. These efforts are supported by the expansion of its service network and the development of digital channels, providing the public with increasingly convenient ways to access healthcare products and services.
In line with the spirit of "Serving Wholeheartedly," the enhancement of customer experience focuses not only on meeting current needs but also on the company’s ability to understand evolving customer expectations. This forms the foundation for KFA to strengthen the quality of interactions, simplify access to services, and build long-term relationships with its customers.
The *Danantara Indonesia CX100* program evaluates customer experience using the "3E" framework: *Effectiveness* (the accuracy in meeting needs), *Ease* (the convenience of the service), and *Emotion* (the comfort and positive feelings experienced by the customer). This framework serves as a benchmark for participating companies to gain a comprehensive understanding of the customer experience and to identify areas for service improvement.
The Kimia Farma Group views this award not as an end point, but as a catalyst to further strengthen its service culture and drive continuous quality improvement. Evaluating customer needs, strengthening human resource capabilities, and refining business processes will remain integral to the company’s ongoing efforts to deliver ever-improving services.
Through this achievement, Kimia Farma Group reaffirms its commitment to continuously enhancing the quality of its customer-oriented services—services that are adaptive to the evolving needs of the public and aligned with the transformation of state-owned enterprises (BUMN). This commitment reflects Kimia Farma Group’s role in expanding access to high-quality healthcare products and services, while simultaneously reinforcing the company’s contribution as a cornerstone of national health resilience.