PT Telekomunikasi Indonesia, Tbk
In their words
“We have stabilized our overall subscriber monthly churn, which was 6% to 7% before the pending initiative. Now the market churn rate is already below 5%”
“Our churn rate is stable, about 1% until 2%”
“Effective marketing campaign along with customer retention initiatives...have lowered churn to around 6% to 7% from around 11% to 12% last year”
Disclosed NPS over time
Every Net Promoter Score PT Telekomunikasi Indonesia, Tbk has published, by date.
NPS disclosures (14)
…Achieved a Net Promoter Score (NPS) score of 63 (classified as excellent*) for TelkomGroup, an increase of +5 points compared to 2024 ● IDR 169 billion invested in community empowerment through CSR programs at Telkom ●
With the implementation of Culture TelkomGroup 2024 survey, it is expected that information on the level of implementation of AKHLAK Implementation Index, Digital Ways of Working Index, and Net Promoter Score will be obtained.
NPS categorization according to Bain & Company Category Score Good NPS > 0 Favorable NPS > 20 Excellence NPS > 50 World Class NPS > 80 By the end of 2024, Telkom Group's NPS increased to 58 points.
Through these various measures, Telkom's Net Promoter Score (NPS) value has improved to 56 points by the end of 2023. Within the community, the Company is actively involved in managing the capacity building of Micro and Small Enterprises (MSEs).
Customer Experience 2022 2021 Net Promoter Score 2H 2022 1H 2022 2H 2021 1H 2021 Telkom 55 51 49 47 Point Increase 4 2 2 2 NPS TelkomGroup Year 2021-2022 Customer Experience 2022 2021 Net Promoter Score 2H 2022 1H 2022 2H 2021 1H 2021 Telkom (Consumer)…
The 2022 NPS measurement result of 55.53% shows a positive value from the public's point of view in recommending Telkom products. This increase indicates community motivation in advocating or promoting Telkom's products and services.
The results of the 2021 NPS measurement of 53% indicate a positive value from the community's point of view in recommending the use of Telkom products.
…by making radical and comprehensive improvements, which include aspects of people, processes, systems, and tools. Net Promoter Score (NPS) Since 2018, TelkomGroup has measured the Net Promoter Score (NPS) to ensure that the improvements made are…
…delivery tickets, and allows customers to have quickly report service disruptions due to a release ticket that acts as a disruption log. To measure customer experience, TelkomGroup uses digital touchpoints with the Net Promoter Score (NPS) method.
Our overall NPS score of TelkomGroup has increased 4 points year on year (H2-2018 to H2-2019). Year on year NPS (H2-2018 to H2-2019) in all CFUs varies between 2 to 13 points.
For each customer journey, the Company measures the customer experience using the Net Promoter Score (NPS) as a global standard. The NPS information is then used to improve customer experience when using services and improve the quality of products and…
The measure of service quality follows the customer experience rules using the Net Promotion Score (NPS) approach. 2.
NPS measurement results in 2016: · NPS Partnership Program : 36.76% · NPS Community Development Program : 29.41% 3. The effectiveness of funds distribution for the Partnership Program.
Diagram 2: Net Promoter Score Achievement NPS = Promoters - Detractors PNS measurement result by 24.22% in 2015 showed positive values of community perspective in recommending the use of Telkom’s product.
Retention disclosures (31)
Churn (mobile prepaid): 6% (Q3 2023) — “we have stabilized our overall subscriber monthly churn, which was 6% to 7% before the pending initiative. Now the market churn rate is already below 5%”
Churn (IndiHome): 1.5% (Q3 2020) — “our churn rate is stable, about 1% until 2%”
Churn (Telkomsel prepaid): 6.5% (Q3 2019) — “Effective marketing campaign along with customer retention initiatives...have lowered churn to around 6% to 7% from around 11% to 12% last year”
Churn (Cellular): 11% (monthly) — “Indonesia's churn rate, the ratio of subscribers switching to another cellular provider, is among the highest in the world at approximately 11.0% per month.”
Churn (Kartu As (Prepaid)): 12.8% (monthly) — “Average monthly churn rate Kartu As (Prepaid) 12.80 %”
Churn (simPATI (Prepaid)): 13.8% (monthly) — “Average monthly churn rate simPATI (Prepaid) 13.80 %”
Churn (kartuHALO (Postpaid)): 1.7% (monthly) — “Average monthly churn rate kartuHALO (Postpaid) 1.70 %”
Churn (Kartu As (Prepaid)): 11% (FY2008) — “Kartu As (Prepaid) 16.8 % 12.8 % 11 %”
Churn (simPATI (Prepaid)): 10% (FY2008) — “simPATI (Prepaid) 11.9 % 13.8 % 10 %”
Churn (kartuHALO (Postpaid)): 2% (FY2008) — “Average monthly churn rate (%) kartuHALO (Postpaid) 2.0 % 1.7 % 2 %”
Churn (Kartu As (Prepaid)): 14.9% (FY2005) — “Average monthly churn rate (3) Kartu As (Prepaid) 14.9 %”
Churn (simPATI (Prepaid)): 8.2% (FY2005) — “Average monthly churn rate (3) simPATI (Prepaid) 8.2 %”
Churn (kartuHALO (Postpaid)): 2.1% (FY2005) — “Average monthly churn rate (3) kartuHALO (Postpaid) 2.1 %”
Churn (Kartu As (Prepaid)): 16.8% (FY2006) — “Average monthly churn rate Kartu As (Prepaid) 16.8%”
Churn (SimPATI (Prepaid)): 11.9% (FY2006) — “Average monthly churn rate SimPATI (Prepaid) 11.9%”
Churn (KartuHALO (Postpaid)): 2% (FY2006) — “Average monthly churn rate KartuHALO (Postpaid) 2.0%”
Churn (Kartu As (Prepaid)): 14.9% (2005) — “Average monthly churn rate Kartu As (Prepaid) 5.0 % (2004), 14.9 % (2005)”
Churn (SimPATI (Prepaid)): 8.2% (2005) — “Average monthly churn rate SimPATI (Prepaid) 6.8 % (2004), 8.2 % (2005)”
Churn (KartuHALO (Postpaid)): 2.1% (2005) — “Average monthly churn rate KartuHALO (Postpaid) 2.3 % (2004), 2.1 % (2005)”
Churn (Kartu As Prepaid): 5% (FY2004) — “Average monthly churn rate Kartu As (Prepaid) 5.0%”
Churn (SimPATI Prepaid): 6.8% (FY2004) — “Average monthly churn rate SimPATI (Prepaid) 6.8%”
Churn (SimPATI Prepaid): 4% (FY2003) — “Average monthly churn rate SimPATI (Prepaid) 4.0%”
Churn (KartuHALO Postpaid): 2.3% (FY2003) — “Average monthly churn rate KartuHALO (Postpaid) 2.3%”
Churn (Telkomsel SimPATI Prepaid): 4% (FY2003) — “Average monthly churn rate SimPATI (Prepaid) 4.0% in 2003”
Churn (Telkomsel KartuHALO Postpaid): 2.3% (FY2003) — “Average monthly churn rate KartuHALO (Postpaid) 2.3% in 2003”
Churn (Telkomsel SimPATI Prepaid): 1.1% (FY2002) — “Average monthly churn rate SimPATI (Prepaid) 1.1% in 2002”
Churn (Telkomsel KartuHALO Postpaid): 2.5% (FY2002) — “Average monthly churn rate KartuHALO (Postpaid) 2.5% in 2002”
Churn (SimPATI (Prepaid)): 0.9% (monthly) — “Average monthly churn rate SimPATI (Prepaid)......................................... 0.9%”
Churn (KartuHALO (Postpaid)): 1.4% (monthly) — “Average monthly churn rate KartuHALO (Postpaid)...................................... 1.4%”
Churn (SimPATI (Prepaid)): 0.77% (FY2002) — “Average monthly churn rate(2) SimPATI (Prepaid)......................................... 0.9% 0.4% 0.77%”
Churn (KartuHALO (Postpaid)): 2.36% (FY2002) — “Average monthly churn rate(2) KartuHALO (Postpaid)...................................... 1.4% 1.7% 2.36%”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.