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Jakarta,  September 3rd  2021. Welcoming National Customer Day 2021, PT XL Axiata Tbk (XL Axiata) carries the theme "Gift on Customer Day #darirumah” to ensure the customers can still enjoy the best services in the middle of pandemic without having to leave the house. In addition, there is also special gift for the customers of XL, AXIS, and XL PRIORITAS. This special program on National Customer Day 2021 is part of the implementation of XL Axiata's commitment to enter the age of 25 in an effort to Build a Digital Indonesia.

The Directors of XL Axiata also took the time to directly serve customers virtually. One of them is the Director & Chief Commercial Officer of XL Axiata, David Arcelus Oses who greets and talks with customers via video conference connection from the XL Center outlet located at XL Axiata Tower, Jakarta, Friday (3/9). Also accompanying were XL Axiata Indirect Channel Management Group Head, Junius Khoestadi, XL Axiata Direct Channel Management Group Head, Muhamad Novan Adilandy, and XL Axiata Customer Contact Center Group Head, Retno Wulan.

XL Axiata Director & Chief Commercial Officer David Arcelus Oses said, "Customer Day has always been a special moment for us. We are committed to always improving the quality of service to customers by continuing to innovate according to customer needs, including in the midst of a pandemic. Quality of service that is able to satisfy customers will foster customer trust in XL Axiata service products. Therefore, we will continue to cultivate the trust of these customers as capital to continue to grow our business today and in the future."

A number of special offers have been prepared by XL Axiata for XL, AXIS, and XL PRIORITAS customers on this Customer Day. Especially on September 4, 2021, XL and AXIS prepaid card customers will get a gift in the form of 1GB internet quota for one day, while for XL PRIORITAS customers get a gift in the form of 2GB internet quota for three days. Customers can pick up the gift on the application of myXL and Axisnet #darirumah.

In addition, taking advantage of the momentum of this year's National Customer Day, XL Axiata also presents Customer Happiness innovation, namely digital care services which are also available on the myXL and AXISnet applications. One of the newest services in this application is XL Center Online, where through this service, customers can replace SIM cards, reactivate lost or forfeited cards, and activate XL PRIORITAS numbers. That way, customers don't have to leave the house and visit the XL Center physical outlets. During the period of 1 – 7 September 2021, all XL Axiata customers also have the opportunity to get a bonus credit of Rp. 10 thousand every time they activate a forfeited or lost card.

XL Axiata has also prepared various facilities and infrastructure, either by telephone or digital services that can be done #darirumah (from home), including online XL Center services, Call Center services and Digital Care Maya services through the myXL and AXISnet applications as well as digital channels such as; E-mail, Twitter, Facebook, Instagram and Live Chat, to serve as well as provide solutions to various questions regarding service complaints to product information to more than 56 million loyal customers,

To ensure that customers can be served optimally, XL Axiata provides around 500 customer contact service officers, both through call center services and digital care services. This customer service is on standby 24 hours a day, 7 days a week.

The average number of interactions received by XL Axiata's call center per month is 140 thousand transactions, while for digital care services the average interaction that enters each month is 492 thousand transactions. The percentage of topics frequently asked by customers include 35% related to internet services, 26% about networks, the rest related to products/services, how to activate numbers and cards, XL Center locations, and others.

In general, regarding the speed of responding to customers, call center services can answer customer calls within a maximum of 30 seconds and live chat a maximum of 1 minute. Then, the solution will be given a maximum of 3x24 hours to the customer or in special conditions it takes longer depending on the level of complexity of the problem.

Regarding customer satisfaction, which is one of the benchmarks for identifying customer needs, XL Axiata conducts customer satisfaction surveys directly at the end of interactions at customer touchpoints, where customers can provide input on the overall services (network, products, and customer service) from XL Axiata. . This survey has been already available on the myXL application, AXISNet and digital care channel, where XL Digital Care which has the Maya persona (My XL Axiata Virtual Assistant) showed satisfactory results with 80% of customers stating the problem was resolved when contacting Maya's digital care service. In addition, 60% of customers recommend Maya's digital care services to their family and relatives.

In the future, XL Axiata will continuously carry out digital transformation in customer service by providing other digital services that will make it easier for customers to find information or get solutions quickly, such as one of the self-care services checking that can be accessed easily through website and application and AI (Artificial Intelligent) features. Through the latest technology, XL Axiata also implements an NPS (Net Promoter Score) platform that can analyse aspects of customer needs, constraints and input with a very wide scope so that it will help improve the quality of the experience in accordance with customer expectations and needs.

Meanwhile, as one of the essential sectors, during the period of PPKM Darurat, XL Center outlets are also still operating to serve customers who directly come physically while still implementing strict health protocols. XL Axiata has as many as 96 XL Center outlets spread across various regions in Indonesia, the XL Center operates every Monday - Friday (8am - 5pm) and Saturday (8am – 1pm).

Furthermore, still in the program to welcome National Customer Day this year, XL Axiata also held competitions on social media. This time the competition was packaged in the form of a quiz with prizes for XL PRIORITAS customers. Customers can join this program through the @xlprioritas instagram account. There are prizes in the form of shopping vouchers of IDR 100 thousand each for 25 winners by answering quiz questions via Instagram for the period of 30 August 2021 to 5 September 2021. Quiz winners will be announced on 7 September 2021.