Community Satisfaction Index / IKM (Indeks Kepuasan Masyarakat)

The company measures the Community Satisfaction Index / IKM (Indeks Kepuasan Masyarakat) for CSR programs based on the Ministry of Forestry and Environment regulations regarding the company’s PROPER (Performance Rating Assessment Program) standard Community Satisfaction Index. The community satisfaction index is a measurement used to assess the extent to which the community is satisfied or the level of satisfaction with the company’s CSR programs, both qualitatively and quantitatively.


The Community Satisfaction Index can be calculated by conducting surveys or questionnaires to a larger population group. The analysis method used includes descriptive analysis, satisfaction index, expectation index, gap analysis, and importance-performance analysis. IKM is usually calculated using a scale of 1-100, with a higher score indicating a higher level of community satisfaction. The results of the IKM measurement can be used to identify problems that need to be addressed, improve the quality of the CSR programs being implemented, and increase public trust in companies that have implemented the CSR programs.


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