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Customers

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.

Notes

  • 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.

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