Jakarta. Pegadaian has once again reaffirmed its position as a financial institution close to the community, as evidenced by its recognition at the Service Quality Award & Pre-Harpelnas 2025, held in Jakarta on Tuesday.

The award, received directly by Pegadaian’s Director of Marketing, Sales, and Product Development, Selfie Dewiyanti, serves as an acknowledgment of the company’s commitment to delivering the best service to customers, in line with its role as Indonesia’s oldest and most trusted non-bank financial institution.

In her remarks, Selfie expressed her gratitude for the recognition. She emphasized that Pegadaian, which has served the community for more than a century, continues to transform from a traditional pawn service into an inclusive financial partner for millions of people.

“Pegadaian has served customers for over 124 years and is Indonesia’s oldest non-bank financial company. We have evolved from traditional pawn services into an inclusive financial partner for millions of people,” Selfie said.

According to her, customer loyalty is also measurable. “Based on a survey at the end of 2024, Pegadaian’s Customer Satisfaction Index (CSI) averaged 92.38 percent and its Net Promoter Score (NPS) stood above 70 -- clear evidence of our customers’ high loyalty,” she noted.

Currently, Pegadaian serves more than 20 million active customers across Indonesia, with digital transactions growing by 35 percent. This growth is driven by innovations and services tailored to customer needs.

“The Pegadaian Digital application has been a game changer, transforming customer behavior and enabling them to conduct various real-time transactions -- from gold savings and gold installment plans to financing -- without visiting a branch,” Selfie added.

Its Omnichannel features, which integrate digital and physical services, have also increased digital customer satisfaction by 25 percent, accompanied by highly positive reviews.

Product diversification has also been a key factor. Pegadaian’s Gold Savings program, which allows customers to save gold starting from 0.01 grams, has attracted more than 5 million new customers since 2023, particularly among millennials and Gen Z. Customer trust has also strengthened with the launch of the Gold Bank, inaugurated by President Prabowo in February. The service continues to show strong performance, with total gold under management now exceeding 22 tons.

“We also recently received eight awards at the Best Indonesian Contact Center 2024, International Innovation Awards 2024, and Innovative Future Finance Awards 2025. This proves that our commitment to service excellence is widely recognized,” she concluded.

Pegadaian remains committed to putting customers at the center of its focus. By continuing to innovate and maintain service quality, Pegadaian is determined to remain a trusted financial partner and contribute to realizing the vision of #MengEMASkanIndonesia.

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