Company: EAI
Filing Date: 2025-02-18
Form Type: 10-K
Source: 0000065984-25-000012
Chunk: 1171

Company: ENTERGY ARKANSAS, LLC
Filing Date: 2025-02-18
Form: 10-K
Item: Item 8
Chunk 1171
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 0.49•Minimum performance: 0.55•Maximum performance: 0.40

479

MeasureRationaleGoalCustomer NPSQuantitative measure based on a benchmark blind survey process for residential and business customers and a custom survey for large C&I customers, with the final result determined based on a composite of relative quartile ranking for residential and business customers and a numerical score for large C&I customers, equally weighted•The blind survey of residential and business customers asks how likely they are to recommend Entergy, on a scale of 0 to 10•The NPS is the percentage of promoters (scores 9-10) less the percentage of detractors (scores of 6 or less)•A custom survey is used to determine large C&I NPS because a satisfactory benchmark survey is not available•Incentivizes actions that drive positive customer outcomes (as measured through customer feedback), including impacts on reliability improvements, responsiveness, price/ affordability and brand/ reputation•Signals overall health and loyalty of our customer relationshipResidential and Business NPS•Target performance goals were set at levels believed to represent reasonably achievable incremental progress on the path to 1st Quartile Customer NPS•Targets were set based on the year-end ranking in a benchmark survey of utility net promoter scores, for which the Company ranked in the 3rd Quartile in each sub-metric for 2023◦Maximum performance was set at a rank equating to 2nd Quartile, and minimum performance was set at the median rank between the 2023 performance and the 2024 target performance, thereby requiring meaningful progress to achieve a minimum payout and achievement of 2nd Quartile results for the maximum payoutResidential ▪Target performance: 49▪Minimum performance: 52▪Maximum performance: 47Business▪Target performance: 37▪Minimum performance: 39▪Maximum performance: 32Large C&I NPS•Target performance was set at a two point improvement from the 2023 score, the minimum performance was set at the 2023 score, and the maximum performance was set at an improvement of four points to the 2023 score ◦Target performance: 45◦Minimum performance: 43◦Maximum performance: 47 

480

Qualitative Performance Measure: Diversity, Inclusion and Belonging

The DIB measure is an overall qualitative assessment of diversity, culture and commerce outcomes using key DIB performance indicators, such as inclusive climate survey