PT Bank Rakyat Indonesia (Persero) Tbk (BRI) has secured the top spot in the Overall Digital Channel category at the Bank Service Excellence Monitor (BSEM) 2025.

The event was organized by Marketing Research Indonesia (MRI) in collaboration with Infobank Magazine.

This recognition reflects BRI’s consistent commitment to providing innovative, adaptive, and high-quality digital services.

Digital Channel Excellence Earns BRI the Highest Score in 2025

In 2025, BRI's digital channel services achieved a score of 90.79, an increase of 1.72 points from the previous year.

This improvement illustrates the bank’s dedication to developing services that remain relevant to customer needs.

The ranking was based on a comprehensive evaluation of digital service performance across various aspects.

Strengthening Digital Touchpoints: From Account Opening to Chatbot Performance

Significant progress was recorded in several key digital service areas. The mobile account opening service rose from 83.51 to 87.28 points, while the Digital Branch improved from 80.08 in 2024 to 90.33 in 2025.

Other digital platforms also showed strong results. The Call Center achieved a score of 94.09, increasing from 93.73, and the chatbot received 92.87 points.

Services through live chat, social media, and email also contributed to BRI’s overall achievement.

Customer-Centric Service: BRI's Strategic Focus on Complaint Handling

Beyond innovation, BRI continues to enhance complaint handling through responsive, friendly, and solution-oriented customer service.

Improvements in non-physical service channels reflect this focus.

These results represent the company's broader commitment to delivering excellent service by advancing technology and managing customer interactions effectively.

Driving Inclusive Growth Through Continuous Digital Transformation

Corporate Secretary Agustya Hendy Bernadi stated that this recognition serves as further motivation for BRI to exceed customer expectations, “This recognition motivates us to exceed customer expectations. We are committed to improving service quality across all touchpoints—walk-in and digital alike”.

Through ongoing digital transformation, BRI aims to accelerate banking digitization and expand financial access across all segments of Indonesian society.

“With continued digital innovation, BRI is optimistic about building a more inclusive financial ecosystem, empowering communities, and supporting the sustainable growth of the national digital economy,” said Hendy.

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PHOTO: BRI

This article was created with AI assistance.