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 acrossDifferent Segments in Malaysia DYNAMIC ENERGY SOLUTIONS OVERVIEW At TNB, our foremost commitment is to enhance customer experiences through excellent customer service, innovative solutions and continuous 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