stakeholder engagement. This commitment is crucial for our business’s long-term viability and plays a key role in encouraging customer collaboration throughout the energy transition. Our goal is to offer customer centric value propositions, building a team with the ideal culture and DNA, and consistently creating value for our shareholders. Peninsular Malaysia Sabah Residential (Tariff A - Domestic) Commercial FY2020 529,185 7,728,407 FY2020 99,974 1,590,373 FY2019 519,308 7,553,229 FY2019 98,479 1,575,198 FY2021 544,186 7,916,405 FY2021 103,352 1,618,284 FY2022 559,312 8,113,221 FY2022 104,995 1,657,478 FY2023 574,782 8,335,284 FY2023 107,624 1,688,615 Industrial Others FY2020 1,603 31,654 FY2020 6,673 92,679 FY2019 1,598 30,520 6,335 89,967 FY2019 FY2021 1,614 32,883 6,585 95,911 FY2021 FY2022 1,645 33,542 6,672 98,805 FY2022 FY2023 1,661 34,390 6,777 103,668 FY2023 TENAGA NASIONAL BERHAD Integrated Annual Report 2023 46 Large-ScaleSolar Internet Gateway PMU PPU Customer Premises REGULATED BUSINESS In 2023, TNB’s Retail Division, set a new benchmark in its history by achieving its highest ever CSI score of 88% with consistent placement in the top quartile for CSI performance, comparable to that of top UK and US utilities. The CSI was first introduced 27 years ago, and TNB has diligently monitored it, using it as a crucial barometer of our overall performance and effectiveness of our service. This milestone achievement reflects a significant evolution in TNB’s approach to customer satisfaction, driven by a strategic shift in 2020 towards a customer-led paradigm that places customer needs and expectations at the forefront of its operations. Central to our customer-centric transformation is the way we measure the customer experience by using the Customer Experience Index, a comprehensive measure of customer interactions across various channels. The Retail Division achieved outstanding scores across the board, with Kedai Tenaga, TNB’s physical storefronts, leading at a 97% satisfaction score. This was closely