Centrica Results Presentation Deck
UK energy supply market going through rapid change
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• Need to ensure we give our customers what they want
- Flexibility in electricity use and billing
- Dynamic time of use tariffs
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Substantial increase in electrification
- Increased numbers of electric vehicles
- Growth in electricity use for heating
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Migrating systems to a lower-cost, 'software as a service' platform
- More flexible billing ability
- Modern and agile customer-focused ways of working
- Preparing for the future
- Driving down costs
Remain focused on improving customer experience and efficiency
- British Gas Energy NPS up 5 points to +14; complaints up
- British Gas cost per customer down £9 to £93
19 Centrica plc Preliminary Results 2021
British Gas
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