Net Promoter Score (NPS)
AGL's NPS has improved significantly over FY20 and for the first time since the survey commenced in 2008, AGL recorded a positive NPS result, an improvement of 13.4 points from FY19. While this reflects an improvement of sentiment toward the energy industry more broadly, AGL has received a positive response to our support for customers during COVID-19.
NPS is a measure of overall brand performance and is based on how likely a customer would be to recommend AGL as an energy provider.
AGL’s NPS is measured quarterly via an external survey that asks customers across all energy retailers “On a scale of 0-10, how likely is it that you would recommend Retailer X as a good energy provider to a friend or colleague?” The NPS is calculated by subtracting the percentage of zeros to sixes from the percentage of nines and tens.
Average refers to the NPS over the whole of the financial year.
Year end refers to the NPS in Q4 of the financial year.