Customers
Net Promoter Score (NPS)
FY23 has been particularly challenging in NPS terms, with cost of living pressures impacting our customers and widespread coverage of impeding energy price rises toward the end of the year. Despite this AGL managed to maintain our average performance year on year and only finished Q4 one point below our FY22 Q4 performance.
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.
In April 21, AGL moved to a new survey supplier to collect NPS. The survey methodology used by the new supplier is consistent with the previous survey approach.
NPS scores have been rounded to the nearest whole number.