1.
CUSTOMER
SATISFACTION
MEASUREMENT
IDM – PAS
Periode November 2017 – Januari
2018

2.
BACKGROUND
PAS Product has been running for more than 3
months. The survey is needed to see the
performance of PAS products, especially
customer insight about the products. The result
of this survey is expected to be the basis of
future enhancement and evaluation. Points that
are determined for this survey are:
Customer
(buyer
Oriflame/Mataharimall):
Information about PAS product
usage
1
2
3
RPX: Operation, Customer
Service ( 75911800), dan
sistem Notifikasi
Indomaret: Kasir &
Operation

3.
METHODS
Methods for this surveys are
interviewing respondent by phone
to fill the form that has been
created. Respondent for this
survey are Customer who are
using PAS service from 1
November 2017 to 4 January
2018
Surveyor for this surveys
are using 2 person
unrelated to RPX in 2 days
Total respondent for this surveys
are 200. this amount is a sample
from total shipment of 2307 with
6.6% margin error.

4.
RESULT
Customer Profile
• Most of respondent are
Woman (95%)
• Most of them lives in
Jabodetabek
• Average Age are millenials
18-30 years (65%)
• Occupancy dominated by
IRT (39%) and Employee
(34%)
• Time Picking Up the
Packages:
❖ 6-10 AM: 15%
❖ 10-14 PM 16%
❖ 14-18 PM 38%
❖ 18-22 PM 31%
• 70% Respondent are
well known about RPX
as Express Service
• 73% Respondent are
well known that PAS are
RPX products
• 90% respondent are not
finding any difficulties in
using PAS product
• 90% are active online
shopper
• Most respondent are
using JNE (57%)and
J&T (14%)

5.
RESULT
Notification System
WhatsApp Notification
1. When it starts deliver
2. When it arrived @ IDM
25
%
75
%
Email Notification
1. When it starts deliver &
2. When it arrived @ IDM
86
%
14
%
SMS Notification
When the Package are
arrived @ IDM
91
%
9
%
Email Notification
When the Package are
idling 3 days @ IDM
85
%
15
%

6.
RESULT
Operation Package Delivery
Accuracy
Accuracy chosen
IDM
Package Delivery Acceleration
99%
Satisfied
90%
Satisfied
85%
Satisfied

7.
RESULT
Indomaret Cashier
95% Customer
are satisfied with
the cashier’s
product
knowledge
99% customers are
satisfied with the
waiting time when
picking up the
package
98% Customer
are satisfied with
the condition of
the package they
received
98% Customer
are not finding
any difficulties in
using PAS
product

8.
RESULT
Customer Service
99% Customer are not finding any difficulties to get
the information about the package
99% Customer are satisfied with the CS hospitality
99% Customer are satisfied with the resolution
pace
94% Customer are satisfied with the resolution
advice

9.
RESULT
Oriflame/ MatahariMall
100%
Customer are satisfied with:
❖ Manual How to use PAS
❖ Indomaret Location on maps
❖ Easiness in inputting Indomaret
Location
❖ Display Indomaret location loading time

10.
RESULT
Overall
98% Respondent stated
that they satisfied with
our service and fulfill their
needs
Most respondent
are asking for
faster delivery
Notifications are
delayed in some
cases.
Notes from Respondent
1. More Training for Indomaret
cashier
2. Increase amount of agents
3. Faster Delivery
4. Respondent advice for 1 invoice
1 airwaybill

11.
THANK YOU