NRG Energy
nrg.com ↗In their words
“Nearly 90% customer retention. Which marks an all-time high for the business”
“Almost at 90% on an annualized basis”
“Our Residential Energy business delivered strong customer retention of nearly 80%”
NPS disclosures (5)
… (4) Non-Financial Metrics refers to three metrics that are described in more detail below: (a) Customers (4%) — measured by Customer Focus Index (CFI), which measures the overall satisfaction of a customer with NRG’s products and services as well…
… ESG refers to three metrics that are equally weighted, which are described in more detail below: (a) Customers — measured by Customer Focus Index (CFI), which measures the overall satisfaction of a customer with NRG’s products and…
…Customer Focus Index (CFI), which measures the overall satisfaction of a customer with NRG’s products and services as well as a customer’s loyalty to NRG’s brand through the use of a net promoter score (NPS) that is determined through a customer survey.
(5) Customer Focus Index measures the overall satisfaction of a customer with NRG’s products and services as well as a customer’s loyalty to NRG’s brand through the use of a net promoter score (NPS) that is determined through a customer survey.
Accordingly, through the emergence of the Customer Focus Index, the Compensation Committee implemented a net promoter score, which uses industry standard customer survey data to measure the willingness of customers to recommend our products or services…
Retention disclosures (6)
NRG Energy CEO transition expected to support customer retention and higher recurring EBITDA.
Retention rate (Smart Home): 90% (Q4 2024) — “nearly 90% customer retention. Which marks an all-time high for the business”
Retention rate (Smart Home): 90% (Q2 2024) — “almost at 90% on an annualized basis”
Retention rate (Residential Energy): 80% (Q4 2023) — “our Residential Energy business delivered strong customer retention of nearly 80%”
NRG Energy has been able to retain customers through high-quality services.
Churn (smart home subscribers): 11.2% (last 12 months, Q1 2022) — “Our last 12-month attrition rate was 11.2%, which was a 15-quarter low and a 60 basis point improvement versus the prior year.”
Lighthouse companies in Energy & utilities
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.