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Indeks Kepuasan Pelanggan dan Penarikan Produk [OJK F.29, F.30]Perusahaan melakukan survei kepuasan pelanggan setiap tahun sekali sebagai praktik yang penting untuk memahami persepsi, kebutuhan, dan tingkat kepuasan pelanggan terhadap produk atau layanan yang diberikan. Hasil survei kepuasan pelanggan yang diperoleh di tahun 2023 ini yakni rata-rata Indeks Kepuasan Pelanggan sebesar 4,51 dari skala 5,00. Hasil ini meningkat dari tahun sebelumnya yang bernilai 4,30 dan menunjukkan secara umum pelanggan telah menyatakan puas atas layanan yang diberikan dan kualitas produk yang dikirimkan. [OJK F.30]KategoriCategory2023 2022 2021Kuantitas ProdukProduct Quantity 4,46 4,31 3,88Kualitas ProdukProduct Quality 4,47 4,30 3,98Kualitas LayananService Quality 4,57 4,29 4,01Rata-RataAverage 4,51 4,30 3,97Hasil Survei Kepuasan PelangganCustomer Satisfaction Survey Results dalam %In %Peningkatan nilai kepuasan pada berbagai kategori product quantity, product quality dan service quality relatif kecil menunjukkan bahwa terdapat perbaikan kepuasan, dimana ratarata pelanggan menyatakan puas dengan kesesuaian volume gas, kesesuaian kualitas pasokan gas, kemudahan koordinasi maupun penanganan keluhan pelanggan. Selama tahun 2023 tidak ada pula penarikan produk oleh pelanggan yang dikarenakan ketidakpuasan. [OJK F.29]Inovasi untuk Keberlanjutan [OJK F.26]Menghadapi tantangan dalam pemenuhan kebutuhan energi nasional, PT Pertamina Hulu Energi (PHE), selaku Subholding Upstream Pertamina, berupaya melakukan inovasi di segala aspek termasuk aspek keberlanjutan. Pengelolaan inovasi dilakukan dengan memperhatikan beberapa hal:1. Keberlanjutan dalam mengelola upstream oil and gas innovation dengan fokus quality & knowledge management, oil & gas exploration, oil & gas development dan production, HSSE, serta bidang yang terkait dalam kegiatan pengelolaan dan penciptaan inovasi & teknologi minyak dan gas;2. Menjalankan prinsip continuous improvement dalam pengelolaan inovasi teknologi;3. Memiliki commercial aspect, baik internal dan eksternal;4. Memastikan bahwa seluruh kegiatan pengelolaan inovasi teknologi berjalan sesuai dengan strategi, fokus bisnis, serta target pengurangan emisi.The increase, albeit relatively low, in satisfaction scores in various categories of product quantity, product quality and service quality indicate that there has been improvement in satisfaction, whereby the average customer has expressed satisfaction with the suitability of gas volume, suitability of gas supply quality, ease of coordination and handling customer complaints. In2023, there have been no product recalls by customers due to dissatisfaction. [OJK F.29]Innovation for Sustainability [OJK F.26]In the face of challenges in meeting national energy needs, PT Pertamina Hulu Energi (PHE), as Pertamina%u2019s Subholding Upstream, strives to innovate in all aspects including sustainability. Innovation management is carried out by paying attention to several matters, namely as follows:1. Sustainability in managing upstream oil and gas innovation with a focus on quality & knowledge management, oil & gas exploration, oil & gas development and production, HSSE, as well as related fields in oil and gas innovation management and creation activities; 2. Implementing the principle of continuous improvement in the management of technological innovation; 3. Possessing commercial aspects, both internal and external; 4. Ensuring that all technology innovation management activities run in accordance with strategy, business focus, and emission reduction targets.Customer Satisfaction Index and Product Recalls [OJK F.29, F.30]The Company conducts customer satisfaction surveys once a year as an important practice to understand the perceptions, needs, and levels of customer satisfaction with the products or services provided. The results of the customer satisfaction survey obtained in 2023 are an average Customer Satisfaction Index of 4.51 out of a scale of 5.00. This result increased compared to the previous year which was valued at 4.30 and it indicates that customers have generally expressed satisfaction with the service provided and the quality of the products delivered. [OJK F.30]PT Pertamina Hulu Energi %u2022 Sustainability Report 229