Net Promoter Score (NPS)
AGL's NPS has improved significantly over FY19 to the highest level we have obtained since using this measure, with customers reporting more positive perceptions of the AGL brand as being one they can trust, and rating AGL's services and prices more favourably than in previous years.
NPS is a widely used measure of customer loyalty 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 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.