JAKARTA — Alhamdulillah, thanks to the generosity of the Donors, Partners, Stakeholders, and Volunteers, Dompet Dhuafa once again won appreciation in the Indonesia Customer Experience (ICX) 2023 event with the title of Very Good in the Zakat, Infaq, and Alms Categories. From 13.30 – 16.30 WIB online, the event was held by SWA & Business Digest (BD) Magazine with the sub-theme “The Power of Customer Experience in Driving Customer Engagement & Business Growth”.
“Providing a positive customer experience for Zakat Management Organizations such as Dompet Dhuafa is necessary. By utilizing digital technology, donors and beneficiaries can optimize time while solving problems and meeting their needs,” said Prima Hadi Putra as Director of Communication and Technology of Dompet Dhuafa, after receiving the Indonesia Customer Experience (ICX) Award 2023, Thursday (23/2/2023).
Yes, customer needs and expectations changes continue to occur, causing the competitive terrain between brands to become more diverse. Not only price and quality, capturing customers’ hearts is now widely done by offering a “starry experience” in getting or enjoying a product and service. Customer experience continues to be key in winning the increasingly complex brand competition.
Kemal E. Gani as Group Chief Editor of SWA Media, through his remarks said that seeing the strategic role of customer experience in the relationship between brands and customers, SWA Magazine and Business Digest (BD) again held a survey entitled “Indonesia Customer Experience Index (ICXI) 2023” and the winners were awarded the “Indonesia Customer Experience Award 2023”.
“The implementation of this survey aims to provide feedback as well as appreciation to brands that have succeeded in providing a positive experience to their customers because these brands are constantly creative in conquering the current wave of expectations and customer demands,” explained Kemal E. Gani.
That is an appreciation for brands that have succeeded in providing a positive experience to their customers. The organizers of the Indonesia Customer Experience Award 2023 also aim to provide feedback and appreciation to brands that are endlessly creative in conquering the waves of expectations and demands of customers who continue to challenge.
The Indonesia Customer Experience Award 2023 successfully ranked 286 brands from 104 product categories selected based on survey results to customers with the following methodology:
Survey of 5,000 respondents who are customers of various product/service categories. Respondents were men and women aged 21-40 years and had a minimum high school education. Respondents were selected in stages randomly (Multistage Random Sampling). The survey was conducted in 6 main cities: Medan, Jakarta, Bandung, Semarang, Surabaya, and Makassar.
Assess respondents’ experiences of brands that have been used, namely on cognitive, affective, behavioural, and social aspects. Respondents were interviewed in person, face-to-face by implementing health protocols. Respondents are assisted by a mobile survey application to answer structured questions. (Dompet Dhuafa / Dhika Prabowo)