Record Positive Trend for Four Consecutive Years, Satisfaction of TASPEN Participants Continues to Improve in 2025

PT TASPEN (Persero) again recorded an increase in participant satisfaction with a score of 98.7 based on the results of the Customer Satisfaction Index (CSI) 2025. This score is the highest achievement in the last four years and maintains the predicate "Very Satisfied" which reflects the participants' confidence in TASPEN services.

TASPEN Corporate Secretary, Henra, explained that participant satisfaction is an important indicator to assess the success of the service transformation carried out by TASPEN.

"Therefore, every input from participants becomes the material for evaluation and development of services for us to continue to improve quality and present innovations that are relevant to the needs of participants," he said in a written statement, Saturday, June 27.

CSI TASPEN survey from year to year shows a consistent increase. This is reflected in the last four years in 2022 with a score of 97.6 and continues to increase to 98.7 in 2025. This increase shows a positive response from participants to the service experience and improvement of TASPEN services.

In its implementation, the CSI 2025 survey conducted by MarkPlus, Inc. Involves thousands of respondents with a composition of 83.4% retirees and 16.6 percent active ASN. The survey was carried out on July 14 - August 22, 2025 through online survey methods, telephone interviews (Computer Assisted Telephone Interview/CATI), and face-to-face interviews.

The aspects assessed include the main programs of TASPEN (retirement, old age savings, occupational accident insurance, and death insurance), product information, claim submission process, supporting facilities, digital product services, time and payment accuracy, and the quality of service officers.

In addition, TASPEN actively educates participants through the #TahanPastikanLaporkan campaign as an effort to increase vigilance against various fraudulent modes that use the name of TASPEN. This campaign also supports increasing participants' trust and satisfaction with TASPEN services.

This achievement is a tangible proof of TASPEN's commitment to implementing the 5T principle, namely Accurate Administration, Accurate People, Accurate Time, Accurate Number, and Accurate Place. As a Center of Excellence for the management of ASN social security and State Officials, TASPEN continues to strengthen service transformation through digital innovation, service quality improvement, and the development of a sustainable social protection ecosystem.

One of the manifestations of this transformation is the optimization of digital services through the Andal by Taspen application which has so far been downloaded 2.8 million times through the App Store and Play Store. This step is in line with President Prabowo Subianto's Asta Cita in strengthening an adaptive, inclusive, and welfare-oriented social protection system.