PT Bank Negara Indonesia (Persero) Tbk, or BNI, continues to enhance its service quality by adapting its banking products and channels to meet the evolving needs of its customers. Strengthening digital services is a key focus aimed at simplifying transactions, while services at branch offices are continuously refined to ensure that customers receive solutions tailored to their specific requirements.
BNI Corporate Secretary Okki Rushartomo stated that shifting customer habits are compelling banks to continuously adapt how they deliver services. In his opinion, ease of transactions must go hand in hand with service quality and the ability to understand customer needs.
"For BNI, maintaining customer trust begins with how we deliver our day-to-day services. We continue to develop our digital offerings while simultaneously enhancing the quality of service at our branches, making it increasingly easy for customers to meet their banking needs," said Okki in a written statement.
In the retail segment, BNI relies on wondr by BNI as one of its primary digital service channels. As of September 2026, the number of wondr by BNI users reached 16.6 million, a 58% year-on-year (YoY) increase, with a transaction value totaling IDR 1,774 trillion, representing a 25% YoY growth.
BNI is also expanding its service options to address the more diverse needs of its customers, including through wondrZ, which is designed for children and teenagers.
Meanwhile, in the business and corporate segment, BNIdirect recorded a transaction value of IDR9,324 trillion through the third quarter of 2026, a 16% year-on-year (YoY) increase, with the number of users reaching 293,000, up 19% YoY.
BNI has developed wondr Merchant to assist business owners in accepting digital payments and managing their daily transaction activities.
The growth in activity on these digital platforms has contributed to strengthening BNI’s low-cost funds. As of the third quarter of 2026, CASA (Current Account and Savings Account) grew by 19.6% year-on-year to reach IDR 733.7 trillion, a rate that outpaces the 9.7% CASA growth recorded for the banking industry as a whole.
This strengthening of the funding structure provides BNI with the room to maintain its intermediation capacity. As of the third quarter of 2026, BNI’s loans grew by 22.2% year-on-year (YoY).
According to Okki, this development demonstrates that strengthening digital services not only provides convenience for customers but is also increasingly linked to the company’s business growth.
BNI also leverages technology to support public sector services. These developments were recognized with three GovMedia Awards 2026 in Singapore, in the categories of Digital Initiative, Process Optimization, and Public Sector Initiative.
"The strengthening of these digital services goes hand in hand with an overall improvement in service quality. BNI continues to build a consistent customer experience by enhancing front-end services, supported by reliable operations, systems, and back-end infrastructure," explained Okki.
These efforts also received recognition through the Danantara Indonesia CX100 Award 2026, held in Jakarta on October 13, 2026. BNI secured a spot in the Top 3 for the Financial Services sector and the Top 4 among state-owned enterprises (BUMN) for Best Service.
The evaluation in this event covers three aspects—Effectiveness, Ease, and Emotion—which assess a service's ability to meet customer needs, the ease of access, and the experience throughout the interaction with the company.
For BNI, the assessment results serve as input for continuously determining priorities for service improvements and the development of digital channels.
As a state-owned enterprise (BUMN) within the Danantara Indonesia ecosystem, BNI continues to strengthen its service transformation by enhancing digital capabilities, operational reliability, and the quality of customer interactions. This initiative aligns with efforts to provide services that are increasingly accessible, consistent, and oriented toward the needs of the public.
Okki added that service quality must also be supported by strong corporate governance. This commitment is reflected in the "Leadership in Corporate Governance" award received at the 17th IICD Corporate Governance Awards 2026, as well as BNI’s inclusion in the list of the Top 50 Big-Cap Publicly Listed Companies.
As it enters its eighth decade, BNI will continue to evolve its services in line with the changing needs of its customers and advancements in technology. Supported by digital channels, an extensive service network, and robust governance, BNI is committed to delivering an increasingly seamless and reliable banking experience, driven by a spirit of Serving Wholeheartedly.