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 followedby an impressive 96% for both the Careline service and the myTNB app, and a commendable 91% for the myTNB portal. In addition, we recorded good customer sentiment in social media presence, highlighting the positive and neutral feedback from customers. This high sentiment rating is largely attributed to TNB’s proactive engagement strategies, particularly its proactive communication ahead of seasonal events such as heatwaves and floods, and utilisation of a humanistic and empathetic tone that resonated well with the public. Digitalisation continues to play a pivotal role in the Retail Division’s strategy to enhance customer service. The adoption of the myTNB digital platform saw a notable increase of almost 10%, with subscribers reaching 6.68 million, up from 6.2 million in the previous fiscal year. Besides offering seamless payment options and the ability to manage energy consumption, the myTNB app also offers paperless billing which The diagram below summarises where our subsidiaries’ play in TNB’s ET value chain: has seen encouraging response as over 1 million subscribers have opted for digital billing. The app has been recognised for its value in