Environmental, Social and Governance Update

Company: HSBC HOLDINGS (5)
Year: 2020
Published: 2020-02-18
Status: Processed
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Extracted ESG KPIs

KPIs are organized by ESG aspects.

Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2011 2012 2013 2014 2015 2016 2017 2018 2019 Report Pages
CO2 per FTE tonnes 3.18 3.13 2.85 2.67 2.54 2.36 2.13 2.19 2.06 46
Reduction in carbon emissions per FTE from 2011 baseline % 35 46
Total CO2 emissions tonnes 900000 800000 750000 700000 650000 600000 540000 510000 530000 46

Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2019 Report Pages
Office waste (tonnes) tonnes 20000 47
Office waste recycled % 62 47
Reduction of total office waste from 2011 baseline % 66 47

Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2018 2019 Report Pages
Electricity consumption from renewable electricity contracted via PPAs in Europe % 29.4 47
Renewable electricity signed from power purchase agreements % 28.5 29.4 46

Number of products and service related complaints received and how they are dealt with.

Indicator Unit 2018 2019 Report Pages
Customer recommendation score - Canada % 69 72 14
Customer recommendation score - France % 73 71 14
Customer recommendation score - Hong Kong % 71 69 14
Customer recommendation score - Mainland China % 84 82 14
Customer recommendation score - Malaysia % 79 71 14
Customer recommendation score - Mexico % 78 60 14
Customer recommendation score - Singapore % 76 73 14
Customer recommendation score - UAE % 87 86 14
Customer recommendation score - UK % 75 76 14
Customer recommendation score - US % 67 69 14
Customer satisfaction - Branch - Canada % 87 87 14
Customer satisfaction - Branch - France % 78 80 14
Customer satisfaction - Branch - Hong Kong % 87 86 14
Customer satisfaction - Branch - Mainland China % 91 93 14
Customer satisfaction - Branch - Malaysia % 74 78 14
Customer satisfaction - Branch - Mexico % 89 69 14
Customer satisfaction - Branch - Singapore % 74 73 14
Customer satisfaction - Branch - UAE % 74 77 14
Customer satisfaction - Branch - UK % 88 88 14
Customer satisfaction - Branch - US % 86 86 14
Customer satisfaction - Contact centre - Canada % 67 67 14
Customer satisfaction - Contact centre - France % 69 73 14
Customer satisfaction - Contact centre - Hong Kong % 93 95 14
Customer satisfaction - Contact centre - Mainland China % 92 91 14
Customer satisfaction - Contact centre - Malaysia % 65 69 14
Customer satisfaction - Contact centre - Mexico % 80 48 14
Customer satisfaction - Contact centre - Singapore % 87 53 14
Customer satisfaction - Contact centre - UAE % 68 72 14
Customer satisfaction - Contact centre - UK % 76 78 14
Customer satisfaction - Contact centre - US % 54 67 14
Customer satisfaction - Online banking - Canada % 67 68 14
Customer satisfaction - Online banking - France % 70 71 14
Customer satisfaction - Online banking - Hong Kong % 47 55 14
Customer satisfaction - Online banking - Mainland China % 51 56 14
Customer satisfaction - Online banking - Malaysia % 61 61 14
Customer satisfaction - Online banking - Mexico % 78 61 14
Customer satisfaction - Online banking - Singapore % 77 44 14
Customer satisfaction - Online banking - UAE % 68 64 14
Customer satisfaction - Online banking - UK % 80 82 14
Customer satisfaction - Online banking - US % 64 66 14
Customer satisfaction - Relationship manager - Canada % 85 83 14
Customer satisfaction - Relationship manager - France % 76 79 14
Customer satisfaction - Relationship manager - Hong Kong % 74 72 14
Customer satisfaction - Relationship manager - Mainland China % 74 77 14
Customer satisfaction - Relationship manager - Malaysia % 72 68 14
Customer satisfaction - Relationship manager - Mexico % 91 86 14
Customer satisfaction - Relationship manager - Singapore % 71 75 14
Customer satisfaction - Relationship manager - UAE % 67 72 14
Customer satisfaction - Relationship manager - UK % 80 80 14
Customer satisfaction - Relationship manager - US % 80 76 14

Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2011 2012 2013 2014 2015 2016 2017 2018 2019
Total GHG Emissions tonnes 900000 800000 750000 700000 650000 600000 540000 510000 530000
Total GHG Emissions Intensity (By FTE) tonnes 3.18 3.13 2.85 2.67 2.54 2.36 2.13 2.19 2.06

Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2019
Non-Hazardous Waste (Office Waste) tonnes 20000

Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2018 2019
Percentage of Renewable Energy Consumption % 28.5 29.4