3 87 It is our pride and our privilege to serve our diverse range of customers with quality products and services, while continuously finding ways to enhance the customer experience. In recent years, we have also sought to empower our customers with smarter and greener solutions. MM 7 Customer Experience and Satisfaction While we operate through four (4) primary communication channels: Click, Call, Come Over, and Go Over, our Click channel has witnessed continual growth over the years with 6.7 million subscribers to the myTNB platform, constituting over 66% of our customer base. We continue to provide appointments for customers who prefer face-to-face transactions at our Kedai Tenaga. Strengthening Customer Experience Digitalising Customer Services Digital billing for customers who opt for e-bills instead of printed bills, contributing to environmentalfriendliness. By the end of 2023, we have over 1.02 million customers receiving digital bills 1 User-friendly digital billing layout to ease customer understanding and aid navigation across various information related to the customer’s energy consumption and cost 2 The myTNB Energy Budget feature empowers smart meter users to efficiently regulate their electricity usage by establishing threshold alerts. By the end of 2023, approximately 287,625 customers had subscribed to the Energy Budget facility. As a result, these customers have collectively reduced their electricity consumption by 86,935MWh, which is equivalent to about 60,856 tonnes of CO2 emissions avoidance 3 In line with our commitment to digital transformation, we consistently expand the range of services available on our digital customer platforms to meet evolving customer needs and expectations, such as: Our annual Customer Satisfaction Index (CSI) is the primary platform for gauging how happy our customers are with our service delivery and solutions. Several aspects are included in the assessment, such as TNB’s reputation, branding, reliability of electricity supply, and energy efficiency, as well as