State Electricity Company (PLN Indonesia): Performance Survey Report

PLN, which stands for Perusahaan Listrik Negara (State Electricity Company) is the Indonesian government-owned corporation that holds the monopoly on electricity distribution in the country. As the one and only company that manage the country’s electricity distribution, PLN often gets many complaints regarding to their performance. Recently, Jakpat has conducted a survey regarding to PLN’s performance, particularly, about Indonesian people’s complaints toward the company. This survey involved 1481 respondents from across Indonesia, in a range of ages from 16 to 45 year-old.

First of all, we would like to know where do Indonesian people get their information about PLN. Apparently, more than half of them (54%) get the information about PLN from online news feed, while some of them get it from printed media news article (43%) and social media timeline (20%). Meanwhile, there are only a few of them who get the information from PLN’s official Twitter account (6%) and Facebook account (6%). There are also a few of them (5%) who admit that their source of information regarding to PLN issues is the television news.

Next, regarding to the complaints addressed to the PLN, we would like to know where do Indonesian people deliver their complaints. Apparently, the most popular choice chosen by 37% of them is “going to the nearest PLN office”, followed by “calling 123 Customer Service” as the second most popular choice chosen by 35% of them. The least popular choice chosen by 11% of them is “complaining via PLN’s official Facebook account”.

Subsequently, we would like to see the complaints management satisfaction level that Indonesian people have toward PLN. In a scale from 1 to 5, with 1 represents the least satisfied and 5 represents the most satisfied, apparently, almost half of them (46.73%) is on the level 3, which means that they feel moderate regarding to PLN’s complaints management. Meanwhile, there are 7.36% on level 1 and 20.32% on level 2, which means they feel not very satisfied. As for them who admit that they feel satisfied, there are 22.75% on level 4 and 3.11% on level 5. Based on this data, we can conclude that there are more people who feel less satisfied than satisfied enough with PLN’s complaints management.

Afterwards, we asked about hottest issues regarding to PLN according to Indonesian people. Two main issues are emerged from this question: the rise of basic electricity tariff and frequent rotating blackouts. Lastly, when asked about what people often complain about regarding to PLN’s performance, the most popular answer that emerges is “blackout”.

For more detail you can download XLS report at the button below (bahasa). JAKPAT report consists of 3 parts which are 1) Respondent Profile, 2) Crosstabulation for each question and 3) Raw Data. Respondent profile shows you demographic profiles ( gender,age range, location by province, and monthly spending). Cross tabulation enables you to define different demographic segment preference on each answer.