Investor Presentaiton

nuuday In brief Business and strategy Performance Corporate governance Financial statements Best experience 2022: Ongoing innovation brings tangible improvements During the year, we demonstrated tangible improvements across our key customer experience parameters. This progress resulted from various initiatives spanning from tools and processes to ways of working. For instance, by completely revamping its service organisa- tion, Hiper significantly reduced waiting times and improved its TNPS by 30 points. TDC Erhverv introduced a new online portal for end us- ers and further streamlined its customer communication, resulting in 43,000 fewer incoming calls. In terms of fibre delivery, better inter- nal processes at Nuuday combined with more efficient external col- laborations halved delivery times and raised precision rates from a less than satisfactory 20% to a decent 70%. New initiatives and improvements such as these helped improve Nuuday's overall bNPS by 6 points during 2022. Highlight initiatives * GENESYS Omni-channel support enables us to handle enquiries more ef- ficiently while delivering a better customer experience. In 2022, we successfully onboarded Genesys, a global leader in the CX platform space - a partnership that generated tangi- ble progress on our key service parameters and helped drive our NPS to the highest level in many years In 2022, eesy added MobilePay as a payment option, mirroring how customer preferences are becoming more seamless, and demonstrating how we constantly aim to improve every step of our customers' digital journeys. Building on an already leading platform, this helped sustain eesy's remarkable bNPS of 60+, a top ranking among its European peers We continue to deliver tangible progress on our ambition to deliver the best experiences across our products and services This year, we saw significant improvements in our tNPS scores reflecting how we strive to deliver great experiences in every customer interaction. In addition, strengthened collaboration with utility partners has enhanced our fibre journeys, and we also saw a drastic decline in incoming calls as a result of our data-driven efforts to systematically eliminate pain points - Michael Stinner, Head of CX & Transformation Hiper, eesy and Relatel, some of our digital chal- lenger brands, are all Trustpilot category leaders with impressive 4.6-4.7 scores - a testament to the digital-enabled efforts our frontline employees put into serving our customers every day Trustpilot FLEST VIL ANBEFALE VINDER 2022 We are delighted to be recognised for offering the best customer experience, which boosted our cus- tomer loyalty and recommendations. Our high-speed broadband brand, Hiper, was awarded the title of "Most recommended brand" by Loyalty Group with a higher Net Promoter Score than its peers Nuuday Annual Report 2022 15

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