Net Promoter Score (NPS)
Strong momentum was maintained on the key customer advocacy measure of NPS, reflecting an ongoing commitment to ensuring we put the customer at the centre of everything we do. FY21 saw further growth in strategic NPS of +2.6 points, finishing the year with a score of +4.9, a positive result given the challenges evident in the market throughout the year.
NPS is a measure of overall brand performance and is based on how likely a customer would be to recommend AGL Energy as an energy provider.
AGL Energy’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 Energy moved to a new survey supplier to collect NPS. The survey methodology used by the new supplier is consistent with the previous survey approach.