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Investor Presentaiton

BRAND AND CUSTOMER Net Promoter Score global benchmarking Methodology What is NPS? • • NPS or Net Promoter Score is a global brand benchmarking model of customer advocacy It is embedded into the customer service operations of Qantas and Jetstar Enables continuous feedback from customers to improve our service strategy and delivery Used to measure our progress DETRACTORS PASSIVES PROMOTERS ii ii 6 10 0 1 2 3 4 5 6 7 8 Net Promoter Score = % Promoters % Detractors 39

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