Timezone Recognized as Industry Leader for Outstanding Guest Experience
Jakarta, June 2023 – Timezone, the preferred choice for family entertainment, continues to excel in providing remarkable guest experiences at its venues. With a history spanning 28 years in Indonesia, Timezone has consistently delivered outstanding service, resulting in the prestigious Indonesia Customer Service Quality (ICSQ) Award 2023 presented by SWA Magazine and Business Digest.
The ICSQ Award 2023 survey, which involved 5,000 respondents across six major cities in Indonesia, evaluated 145 companies in 52 categories.
Timezone Indonesia achieved the EXCELLENT rating in the FAMILY ENTERTAINMENT CENTRE category.
The survey assessed five crucial aspects:
- Reliability: Consistency, dependability and timeliness in service delivery, including meeting promised commitments and effectively handling customer service issues.
- Assurance: Instilling customer trust, ensuring security during transactions, and delivering polite service.
- Tangible: Evaluation of technology sophistication, attractive service facilities, availability of online services, and the overall neatness of employee appearance.
- Empathy: Understanding customer needs, attentiveness to their interests, evaluation of service operational hours, and the presence of innovative services for customer convenience.
- Responsiveness: Service speed, promptness in addressing customer requests, and the team’s willingness to assist with any customer issues.
On May 31, 2023, at the award ceremony, Timezone Indonesia’s CEO and President Director, Mr. Naveen H, had the privilege of being one of the keynote speakers at the seminar titled "Building Customer Service Excellence in the Fast-Changing Era". Naveen highlighted how Timezone has consistently maintained its leadership position in the Family Entertainment Centre category by offering world-class customer service and excellent experiences.
Addressing the challenges and opportunities posed by digital advancements and changing consumer lifestyles, Naveen stated, “In the past, malls were primarily visited for shopping, but now people spend time inside malls seeking entertainment, dining, and new experiences. Building brand trust with visitors in this evolving landscape is our challenge. We strive to create an exceptional guest experience that encourages them to choose Timezone for their entertainment needs.”
To ensure an unparalleled guest experience, Timezone has implemented various initiatives, including transforming the venue concept to feature brighter aesthetics and managing noise levels for a comfortable environment. The souvenir store has also been revamped, offering a new display that allows visitors to choose desired souvenirs conveniently.
Naveen views this award as an incentive to maintain their pursuit of excellence. "Being the top choice for family entertainment centres in Indonesia for 28 years, Timezone’s vision is to spread happiness and create the best moments for each visitor. We aim to fulfill this vision by making our guests feel comfortable in our venues and providing them with endless hours of fun," Naveen concluded.
Ms. Kikie Randini, General Manager Marketing of Timezone Indonesia, also expressed her appreciation. She attributed Timezone's success in the ICSQ Award 2023 to their ability to adapt to changing times and understand the desires of visitors from different generations.
"Continuous and strategic recruitment is paramount for us. At Timezone, our dynamic Fun Squad has stayed ahead of the curve, catering to the diverse needs of our guests from all generations. Embracing technological advancements is a cornerstone of our approach. We connect with our guests, frequently and regularly, online through our Timezone Fun App and we promptly address guests’ concerns and share promotions on our social media channels," explained Kikie.
Naveen expressed heartfelt appreciation to SWA Magazine and Business Digest for organizing the Indonesia Customer Service Quality 2023 survey. "This award serves as a tremendous motivation for us to foster innovative in our digital initiatives, enabling more people in Indonesia to create precious moments with their loved ones," concluded Naveen.