NPS Intelligence (beta)

Our relationship net promoter score was up materially year-over-year and the highest it has been in 11 consecutive quarters. We delivered significant year-over-year gains across all five of our most important attributes, including helpful, empathetic,…

Our relationship NPS was up materially year over year and the highest it has been in 11 consecutive quarters. We delivered significant year-over-year gains across all five of our most attributes, including helpful, empathetic, meeting tech needs like no…

We were also pleased to see continued year-over-year growth in our overall relationship Net Promoter Score, reflecting improved customer perception on all relationship attributes with the largest gain in meeting my tech needs for the second straight…

We delivered yet another year-over-year increase in our relationship Net Promoter Score, which tracks consumers' likelihood to recommend Best Buy.

Relationship NPS improved 840 basis points from FY24 to FY25

Additionally, we continue to see material year-over-year improvement in our domestic relationship net promoter score, which tracks consumers' likelihood to recommend Best Buy during the quarter.

Our stores reset, enhanced vendor experiences and labor enhancements contributed to material year-over-year improvement in our domestic relationship Net Promoter Score, which tracks consumers' likelihood to recommend Best Buy.

We are encouraged by the continued material year-over-year improvement in our relationship NPS, which tracks consumers' likelihood to recommend Best Buy.

We are encouraged by the material, sequential and year-over-year improvement in our relationship NPS, which tracks consumers’ likelihood to recommend Best Buy.

…against our fiscal 2025 priorities, grew our paid membership base, implemented various restructuring actions and drove improvements in our relationship net promoter score and in our operational metrics for most of our prioritized customer…

We know that our selling certifications create a better experience for our customers as our certified employees on average drive nearly 15% higher revenue per transaction and garner higher Net Promoter Scores than a noncertified employee.

Best Buy Health's at-home patient program received a high Net Promoter Score from patients.

Our net promoter scores from Totaltech members remain considerably higher than from non-members. No membership program is static, and we have always stated that it was our intent to iterate over time as we learned more.

And that's a space where we've been able to pull cost out and have better customer NPS and experiences. So this isn't -- I think sometimes it's a zero-sum kind of game that people play in their heads with cost reduction.

Best Buy's rewards programme members achieve net promoter scores considerably higher than non-members.

Our net promoter score from Totaltech members remain considerably higher than non-members. Nearly half of the new members joining the program in the past year were either new or lapsed customers reinforcing that the value of Totaltech resonates beyond…

Through all the changes, overarching store NPS is substantially higher than pre-pandemic, including more stores than we have ever seen at what we consider to be best-in-class level.

We are excited about these remodels as we continue to see higher revenue and NPS in the pilot locations compared to the controlled stores, especially as one of the pilots has been running almost 2 years.

In fact, despite all the changes we went through in the last year, we delivered NPS improvements, both online and in our stores. I’m truly grateful for and continue to be impressed by our associates’ dedication, resourcefulness and flat-out determination.

Our Geek Squad has an industry leading set of capabilities that garner market leading NPS and also drive additional revenue for Best Buy in the moment and over time.

They are equipped to confidently help customers in more ways, and our data is showing us that once employees add skills, they tend to drive a higher customer NPS.

Early results from this pilot show higher NPS and sales relative to its group of control stores. Late last year, we also began piloting new store formats to test our hypothesis of stores as more primary fulfillment hubs in four Minneapolis locations.

In fact, on the question for “how safe do you feel shopping Best Buy?”, the Company’s Net Promoter Scores were in the high 90s throughout all of last year and, in Barron’s magazine review of how companies responded to the pandemic, Best Buy received the…

The Net Promoter Score for purchasers is high at 87 and the advisor employee turnover remains low. Additionally, we are now seeing a growing percentage of repeat purchases, as customers develop and take advantage of their relationship with their advisors.

Best Buy's Net Promoter Scores are up as the company rolls out free next-day shipping for holiday competition with Amazon.

Best Buy's consultation service achieved NPS of approximately 85, 1,800 basis points above company baseline.

Net Promoter Score (7.5%) (4) (for purchasers and non-purchasers) 38.2 38.6 39.4 41.3 2.0 Fiscal 2018 U.S. Net Promoter Score (7.5%) (for purchasers and non-purchasers) 35.9 36.3 37.1 38.0 2.0 U.S.

For the year, our Net Promoter Score increased more than 300 basis points and our brand love with our core customer segment also rose more than 300 basis points.

So, for example, in supply chain, we’ve seen our net promoter score for metro home delivery of large appliances and TVs increase more than 1,700 basis points over the last two years.

We are particularly encouraged with the continued progress of our Net Promoter Scores and our continued market share gains. Our purpose as a company is clear - it is to enrich lives through technology by addressing key human needs.

We are particularly encouraged with the continued progress of our Net Promoter Scores and our continued market share gains.

Best Buy reports consistently strong Net Promoter Score results reflected in Q1 inventory and supply chain performance.

We're launching this program nationwide at a time we hit our highest-ever NPS scores for the quality of our service delivery, setting up our members to benefit from the best Geek Squad experience we've ever delivered on all their tech.

We saw a continued improvement in customer satisfaction as our Net Promoter Score (including both purchasers and non-purchasers) improved by 350 basis points.

We continued to improve our Net Promoter Scores and drive market share gains, proof that our strategy is resonating with customers. We reduced store employee turnover and increased overall employee engagement.

We have also significantly improved the in-store experience, as evidenced by increased NPS scores and our revenue growth. Going forward, we see continued opportunity in examining how customers use the various channels in their shopping journeys and…

We've also significantly improved the in-store experience as evidenced by increased NPS scores and our revenue growth. Going forward, we see continued opportunity in examining how customers use the various channels in their shopping journey and…

Improved associate availability and knowledge as well as the service experience continue to result in higher Net Promoter Scores. 24 Table of Contents 3.

We also continued to drive improvements in our sales effectiveness and overall customer interactions during the quarter, improved associate availability and knowledge, as well as the service experience continued to result in higher net promoter scores.

These things are resulting in ongoing NPS improvements related to associate knowledge. We are also investing in large product fulfillment to both support business growth and materially improve the customer experience.

We’re doing this by providing systematic coaching, training and certification; increasing tenure in our store leadership roles; and lowering associate turnover, all of which is resulting in ongoing NPS improvements related to associate knowledge.

U.S. Net Promoter Score 7.5% Customer experience metric in which customers (both purchasers and non-purchasers) are asked how likely they are to recommend Best Buy to a friend, colleague or family member; the percent of those likely to recommend less…

• We increased our Net Promoter Score by over 350 basis points; • We grew the Domestic segment online revenue with comparable sales of 20.8% in fiscal 2017;

We increased our Net Promoter Score by over 350 basis points. We grew domestic online revenue 21%.

We also continued to see considerable year-over-year improvement in our Net Promoter Score, which increased approximately 400 basis points compared to the third quarter of fiscal 2016.

In addition, we continue to drive improvements in our service quality and increased our net promoter score. We expect comparable sales in our services business to be slightly positive in the fourth quarter.

We also continued to see considerable year-over-year improvement in our overall Net Promoter Score,which increased approximately 500 basis points compared to the second quarter of fiscal 2016.

…service capabilities, our ability to create a unique assortment, and again working closely with key vendors helped make us a key destinations and allow us to deliver a very strong customer experience leading to market share gains and great NPS scores.

We also saw significant gains in our Net Promoter Score ("NPS"), which improved more than 600 basis points compared to the first quarter of fiscal 2016.

But these teams in our mobile stores have some of the highest NPS scores in the entire mobile business, because of the specialty nature of how we can serve our customers in those stores.

Last year we saw continued improvement in customer satisfaction, having increased our Net Promoter Score by more than 300 basis points. In the spirit of striving to serve customers wherever and however they prefer, we grew online domestic revenue 13% to…

We increased our Net Promoter Score ("NPS") by over 300 basis points. We continued to improve our employee engagement scores and decreased employee turnover.

This was an area where we received recognition in our Net Promoter Score from our customers. Now, in order to do that, you heard me just mention this accounts payable to inventory ratio.

In addition, we saw a significant improvement in our Net Promoter Score.

Furthermore, the appliance delivery and installation investments we have made this year are also driving significant improvements in our Net Promoter Scores ("NPS").

We believe this focus will result in higher NPS scores and increase attach rates over time. Initially, however, we are expecting the price investments related to these rollouts to have an approximately $40 million or 25 basis points negative gross…

In fact, in the first quarter, we saw early progress in improving our Net Promoter Score (NPS) in appliance delivery and installation. In mobile phones, we extended our mobile phone installment billing selling capability online with AT&T and plan to…

Being in stock is critical in our goals around our NPS. So we don't have a port strike story to tell you.

Digital Revenue Growth (10%) 7.6% 10% 15% 19.8% 2.00 U.S. Net Promoter Score (10%) (for purchasers and non-purchasers) 35.5 36.5 38.5 34.8 0.00 Fiscal 2014 U.S.

To date, we have: (1) improved our Net Promoter Score (NPS) by 450 basis points; (2) rolled out 71 Pacific Kitchen and Home and 34 Magnolia Design Center stores-within-a-store in addition to our enhanced vendor experiences;

Our overall Net Promoter Score was flat year-over-year in the third quarter of fiscal 2015, which we believe was driven in part by the impact of product availability associated with the launch of new phones.

…in reinvigorating and rejuvenating the customer experience, we are making progress and are pleased to see our in-store experience contribute significantly to the nearly 400 basis-point improvement in our overall Net Promoter Score in the second quarter.

During the quarter, we continued to make progress against this strategy, including (1) increasing our Net Promoter Score across channels by 400 basis points year-over-year;

This was evidenced by our 250 basis-point year-over-year improvement in our Net Promoter Score. We also made progress in our Renew Blue transformation.

This was evidenced by our 250 basis-point year-over-year improvement in our Net Promoter Score.” Joly continued, “Our non-GAAP operating income rate improved 30 basis points, driven by an SG&A cost reduction of $161 million, or 105 basis points as a…

Digital Revenue Growth (10%) 7.6% 10.0% 15.0% 19.8% 2.00 U.S. Net Promoter Score (10%) 32.5 34.0 37.0 34.1 1.00 Blended Score: 1.07 (1) Actual performance for this metric had to be above the minimum threshold in order for STI payments to be made.

…flat Domestic segment comparable store sales, we increased our Domestic online revenue by nearly 20 percent, we increased our Net Promoter Score by 300 basis points and, in one year, we exceeded our multi-year Renew Blue cost reduction target…

(5) increased our Net Promoter Score by more than 300 basis points; (6) re-launched our loyalty and credit card programs;

…price competitiveness combined with our improved customer experience both in-store and online, as demonstrated by a 400 basis point improvement in our Net Promoter Score, resulted in a market share gain in an industry that NPD says declined 240…

(2) continuing to enhance our multi-channel customer experience with a nearly 400 basis point increase in our Net Promoter Score (a metric we use to track customer service), driven primarily by the improvement in service provided by our Blue Shirts and…

(2) continuing to enhance our multi-channel customer experience with a nearly 400 basis point increase in our Net Promoter Score;

(2) improving our Net Promoter Score, which is a metric we use to track customer service, by over 300 basis points compared to the prior-year period;

(2) improving our Net Promoter Score; (3) enriching our retail customer experience through the rollout of our Samsung Experience Shops and Windows Stores;

We recently introduced a new metric to track customer service levels known as “net promoter score” or NPS. NPS will measure not only the satisfaction of customers that buy from our stores or websites, but also those who do not.

(2) improving our Net Promoter Score, which is a metric we use to track customer service, by over 300 basis points; (3) reaching an agreement with Samsung to establish Samsung Experience Shops in our retail stores and beginning their roll-out;

(2) improving our customer Net Promoter Score by over 300 basis points over the last five months; (3) reaching an agreement with Samsung to establish Samsung Experience Shops in our retail stores and beginning their roll out;

…Harnessing the Connected World with the smartphone at its centre The very best of Wireless World in all UK stores before Christmas Carphone Warehouse - No.1 for NPS •

…“I would take their advice more seriously because it seems more upmarket.” Walk Out Working launched mid-Sep 2010 NPS – improved with take up of WOW Other initiatives ‘Wireless World’ - Our ‘Wireless’ journey FY11 106 ‘Wireless World’ format stores…

….....are really starting to have an impact: Q4 UK LFL c.6% Continued market share gains (especially in smartphones) Improvement in NPS Delivery of Geek Squad The CPW business in the year ahead Economic environment remains tough but we still expect LFL…

Following trials in October 2008, consultants in the UK are now compensated through incentive plans based on store performance and net promoter scores (whether a visitor recommends one of the Best Buy Europe Group’s stores) rather than commission on sales.

…200000 300000 400000 500000 600000 Jan-08 Apr-08 Jul-08 Oct-08 Jan-09 Apr-09 Jul-09 Connections Best Buy Mobile Net Promoter Scores (NPS) Source: Company 20 30 40 50 60 70 80 90 Oct FY08 Jan FY08 Apr FY09 Jul FY09 Oct FY09 Jan FY09 Apr FY10 July…

Under the trial, bonuses are based on a store’s Net Promoter Score, which is a measure of the difference between positive and negative customer feedback.

Employees no longer commission based, but stores are rated by NPS and bonuses paid accordingly Source: Company -1 0 1 2 3 4 5 6 7 Overall Buyers Lost Sales Browser Net promoter score Current format Wireless stores Geek Squad insurance GEEK SQUAD INSURANCE.

…48 DVD Movie Best Buy Mobile Story 49 51% 54% 30.0% 40.0% 50.0% 60.0% Oct FY08 Nov FY08 Dec FY08 Jan FY08 Feb FY08 Mar FY09 Apr FY09 May FY09 Jun FY09 Jul FY09 Source: company internal data Net Promoter Score (NPS) 50 A Tale of Two Experiences Before: •

Best Buy is investing in a long-term customer retention strategy in response to tightening monetary conditions.

Best Buy's strong physical store and online performance signals high shopper satisfaction and bodes well for customer retention.