Best Buy Fiscal Year 2022 ESG Report | 30 At Best Buy we are customer obsessed, meaning that we put customers at the center of everything we do. It means making them feel excited, confident, and appreciated. And that starts with our employees. When our teams are grounded in customer insight and empowered to put customers first, they inspire those feelings by listening and empathizing to help customers realize what’s possible with technology. As we continue evolving and innovating experiences to meet the ever-changing and growing expectations of customers — digitally, virtually, in our stores, in their homes — we practice human-centered design to remain anchored in their needs. Customer feedback. To keep these commitments to our customers, we endlessly pursue a deeper understanding of them. Through research, studying behaviors, and measuring every experience they have with Best Buy, we learn more. That insight inspires customer-first mindsets, fuels strategies that lead to memorable experiences, and helps us build deeper customer relationships. Best Buy’s experience measurement program encompasses a holistic and robust approach. We gather feedback from customers at key moments in their shopping journeys as well as perceptions they have about Best Buy at an overarching, relationship level. It’s critical to understand what’s working (or not working) for our customers in the stores, online, in their homes and virtually. Insights garnered from these various listening posts are critical to frontline associates all the way up to executive leaders as they inform everything from coaching opportunities for individual employees Serving our customers . to tactical, operational opportunities all the way to strategic-level decisions. Best Buy relies on the Net Promoter System (NPS) to quantify customers’ perceptions of their experiences. We’ve been measuring NPS for nearly 10 years and have built a strong culture around this approach to understanding customers’ experiences. We ended FY22 with some of the most positive Q4 results ever as nearly all channels experienced year-over-year gains. In fact, comparing NPS from this past year (FY22) to FY18, we saw the following growth: • Store Purchasers: +120bps • E-commerce Purchasers: +700bps • Geek Squad Services (in-store + in-home): +80bps • Home Delivery: +350bps