KPIs

Good Energy measures its progress with a number of key performance indicators (KPIs). In 2018, we’ve added employee retention and carbon emissions, reflecting their continued importance as indicators of value as well as staying true to our purpose. Further detail on the factors driving the KPI performances below is set out in the Chief Executive, Financial and Operating Reviews in the 2018 Annual Report.

1. Total installed customer meters and FIT installations as at 31 December
2. In 2017, the company did not complete a NPS survey for the total business due to the restructuring and reorganisation changes being undertaken in the year, however completed an NPS survey among FIT business customers. This 2017 score reflects FIT Business customer NPS
3. Revenue, Margin and EBITDA figures reflect continuing operations
4. Administration cost including depreciation and amortisation
5. 2017 Churn rate for our underlying retail business, excluding the impact of switching under The Big Deal.