JAKARTA — Thanks to the trust of all donors, partners, stakeholders, as well as volunteers, Dompet Dhuafa again made a proud achievement by winning the EXCELLENT category award in the ‘Indonesia Customer Experience & Digital Customer Engagement 2024’ event at the Indonesia Room Shangri-La Hotel, Jakarta, Thursday (5/12/2024). This prestigious award is given by SWA Business Digest to institutions that are considered successful in creating unforgettable customer experiences through the integration of customer experience and digital engagement.
Dompet Dhuafa in the event with the theme ‘Creating Memorable Customer Journey: Integrating Customer Experience and Digital Engagement’ managed to steal the attention of the jury with its commitment in providing the best service for donors, partners, and beneficiaries.
Etika Setiawanti, Director of Resource Mobilisation and Secretary of Dompet Dhuafa Foundation, expressed her gratitude for this award. For her, this award would not be achieved without the support and trust of all parties, including donors, beneficiaries, collaboration partners, stakeholders, Dompet Dhuafa personnel, and volunteers.
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‘This award is a clear proof of Dompet Dhuafa’s high commitment in providing the best service for our customers. In this digital era, we continue to innovate to ensure that every donor and beneficiary feels valued and has a positive experience,’ said Etika.
The award received by Dompet Dhuafa is based on the results of a survey conducted by SWA Business Digest. The survey involved 5000 respondents from various major cities in Indonesia with an age range of 21-40 years. Through a multistage random sampling method and interviews using a mobile survey application, SWA Business Digest assesses respondents’ experiences from various aspects, ranging from cognitive, affective, behavioural, to social.
Etika also emphasised the importance of digital innovation in improving service quality. Dompet Dhuafa continues to utilise technology to simplify the donation process, increase transparency in fund management, and expand the reach of social programmes.
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Changes in customer needs and expectations continue to occur, causing the competitive field between brands to diversify. Not only price and quality, winning customers’ hearts is now done by offering a “star experience” in getting or enjoying a product and service. Customer experience continues to be the key to winning the increasingly complex brand competition.
The brands that received this award have succeeded in providing a positive experience to their customers. The organisation of Indonesia Customer Experience & Digital Customer Engagement 2024 also aims to provide feedback, as well as appreciation to brands that are relentlessly creative in conquering the waves of customer expectations and demands that continue to challenge. (Dompet Dhuafa)
Text and photo: Riza Muthohar, Dompet Dhuafa
Editor: Ronna