strategic pillar, ensuring that our progress aligns with the nation’s mission as outlined within key policy documents like the National Energy Transition Roadmap (NETR). The full details of our strategic progress can be found in the Achieving our Strategic Ambitions section of this Integrated Report. Our leadership position as the key driver in Energy Transition was further entrenched by the outcomes of the inaugural Energy Transition Conference 2023. The conference highlighted our thought leadership capabilities and unlocked a slew of business opportunities, initiatives and collaborations that have propelled Malaysia’s Energy Transition (ET) journey forward significantly. CEO’S STRATEGIC & OPERATIONAL REVIEW On the customer front, our relentless pursuit of excellence has paid off, and in 2023, we achieved the highest recorded Customer Satisfaction Index (CSI) score of 88%. This wasin tandem with our excellent Customer Experience Index (CEI) scores of over 90% across all our physical and digital touchpoints. These are truly historic achievements for TNB, and we are proud to continue delivering exceptional service to our customers. These successes are driven by continuous enhancements in our communications, our proactive approach in issue resolution, and robust digitalisation initiatives that significantly elevate the customer experience. STRATEGY Building upon the foundational vision of the Reimagining TNB strategy, our approach remains unwaveringly rooted in the Energy Transition (ET) Plan we set forth in 2022. Our transformational journey continue in 2023 when we refresh our Reimagining TNB 2.0 by structuring around three key strategic pillars. They function as the primary drivers in our shift from a fossil-based energy mix to cleaner, more sustainable energy sources. These three pillars are supported by six core enabling functions that include policy advocacy, which helps us to navigate the regulatory landscape that TNB operates in. Energy Usage Energy Vector Energy Sources Deliver Clean Generation •