plays a pivotal role in providing our customers with essential solutions and services. This role is supported by an ambitious transformation programme that comprises of 12 strategic initiatives aimed at delivering long-term value creation for our Customers, People, and Shareholders. We focus on prioritising customer-centricity and fostering strong partnerships with our Retail Partners to deliver unparalleled customer experiences and solidify our status as the Retailer of Choice. T o prepare our Retail business model for the future, we nurture our talents with innovative and sustainable values through Retail Academy, empowering them to drive change and innovation. Recognising our employees as a significant asset, we continually invest in their development to tap into their full potential. In 2023, the Retail Division succeeded in providing outstanding service to over 10.16 millioncustomers, in Peninsular Malaysia, across various channels encompassing click, call, come over and go over channels. These channels include our digital platforms such as the myTNB portal and app, TNB’s social media, our efficient TNB CareLine contact centre, and our physical Kedai Tenaga outlets in 13 states in West Malaysia. Our commitment to introducing innovative digital solutions has enabled our customers to gain greater control over their energy use and expenditure. Our dedicated efforts in customer engagement and service excellence have led to our highest-ever Customer Satisfaction Index (CSI) of 88%, with high ratings across all customer touchpoints. Additionally, our Sabah subsidiary, Sabah Electricity Sdn. Bhd. (SESB), served 690,000 customers in 2023 and achieved a CSI of 81%. SESB has shown enhancements in customer service across all categories, particularly in meter reading, billing, and payment services, as it continues to improve the MySESB digital platform. SESB is committed to meeting customer expectations and adapting to technological advancements through a comprehensive digital customer journey. Breakdown of Customers