BRIDS Ranks 16th in Danantara CX100 2026, 2nd Among Securities & Investment Management
Jakarta, October 16, 2026 – PT BRI Danareksa Sekuritas (BRIDS) ranked 16th in the Danantara Indonesia CX100 Award 2026, placing second among securities and investment management firms. This achievement places BRIDS among the top 100 state-owned enterprises (SOEs) recognized for customer experience out of 154 SOE operating companies providing business-to-consumer (B2C) services, according to information from Danantara Indonesia.
Danantara Indonesia announced the results of the CX100 Award 2026 on October 13, 2026, as part of its Melayani Sepenuh Hati (Serving Wholeheartedly) commitment. The program measures and ranks customer experience quality across SOEs, providing a benchmark for companies to better understand customer needs and identify areas for improvement.
Danantara Indonesia Chief Operating Officer Dony Oskaria stated in an official release that service quality is an important part of SOE transformation to strengthen competitiveness and business sustainability. According to him, SOEs are evaluated not only on their financial performance but also on the public's experience of the services they provide.
The CX100 assessment applies the 3E framework: Effectiveness, which measures how well customer needs are met; Ease, which assesses service convenience; and Emotion, which reflects customer comfort and positive sentiment. Data was collected through face-to-face interviews, online surveys, mystery shopping, public polling, in-depth interviews, and focus group discussions. The assessment methodology was calibrated, and its implementation was supervised by the Index Committee, chaired by Professor Danang Parikesit.
For BRIDS, the results recognize the company's ongoing efforts to develop service experiences that meet customer needs, while providing valuable input for maintaining consistent service quality amid developments in the capital market industry.
The need for accessible, reliable, and responsive investment services is becoming increasingly important as Indonesia's investor base continues to grow. Data from the Financial Services Authority (Otoritas Jasa Keuangan/OJK) shows that the number of capital market investors reached 32.17 million Single Investor Identifications (SID) at the end of September 2026, representing 57.96% growth since the beginning of the year. This growth requires industry players to continuously adapt their services to increasingly diverse investor needs, including digital access, transaction reliability, and support in understanding investment options.
BRIDS Acting President Director Fifi Virgantria said the CX100 results provide valuable insights because the assessment is based on customer experiences rather than solely on companies' own perspectives.
“For us, the CX100 results are not only an achievement to be grateful for, but also a reminder to continually view our services from our customers' perspective. BRIDS' ranking encourages us to maintain consistent service quality while identifying areas for improvement. Amid the rapid growth in the number of investors, we want to ensure that every customer, whether just starting their investment journey or already an experienced investor, enjoys a service experience that is accessible, reliable, and convenient,” Fifi said.
In line with the 3E framework underpinning CX100, BRIDS continues to develop its services by focusing on ease of access, process effectiveness, and the quality of customer interactions.
In terms of accessibility, customers can open accounts and trade stocks, bonds, and mutual funds online through the BRIGHTS application. Throughout 2026, BRIGHTS recorded an average of 33,332 active customers. In addition to digital services, priority customers can receive personalized assistance from 51 BRIDS Relationship Managers stationed at BRI Priority Service Centers in various cities across Indonesia.
To improve effectiveness, the Stock Recommendations feature helps customers identify stocks aligned with their investment strategies, while SmartInvest Mutual Funds helps optimize idle cash within investment portfolios. To enhance investment knowledge and facilitate more personalized engagement, BRIDS regularly organizes weekly investment education classes. Through the InvesTalk Series and Issuer Visit programs, customers also have opportunities to engage directly with issuer management and deepen their understanding of companies' fundamentals to inform their investment decisions.
Going forward, BRIDS will use the CX100 results as one of the inputs in its ongoing service evaluation and improvement efforts. As part of the BRI Group ecosystem, BRIDS remains committed to developing customer-centric services and working alongside regulators, Self-Regulatory Organizations (SROs), and other industry participants to build an investment ecosystem that is increasingly accessible and trusted by the public.