Customers
Net Promoter Score (NPS)
AGL closed FY26 with a Strategic Net Promoter Score (NPS) of +10, an increase of two points compared with FY25 and the highest year-end result that AGL has achieved to date. The improvement was supported by stronger performance across most key drivers, including customer service, where the proportion of customers rating AGL's service positively increased from 59% in July 2025 to 66% in June 2026.
Customers with solar and battery systems continued to report higher Net Promoter Scores than other customer groups across major energy retailers. This customer segment also continued to grow during FY26, with the proportion of surveyed customers reporting they have a battery increasing from 6% to 12%.
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. |
Net Promoter Scores have been rounded to the nearest whole number. |