Customers
Net Promoter Score (NPS)
AGL has maintained a positive level of customer advocacy in 2025, with our Net Promoter Scope at +8 (up 4 points from FY24), despite a highly competitive market and many customers continuing to face cost-of-living pressures. We saw strong NPS improvement in Victoria this year, where we led the market in 11 out of 12 surveys, due to higher customer satisfaction with ease of service and billing.
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. |
NPS scores have been rounded to the nearest whole number. |