China Merchants Bank Sustainability Report 2022
Extracted ESG KPIs
KPIs are organized by ESG aspects.
The types of emissions and respective emissions data.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Balance of loans made to petroleum processing, coking and nuclear fuel processing industries | RMB 100 million | 64.33 | 129.84 | 181.41 | 178 |
| Balance of loans made to petroleum processing, coking and nuclear fuel processing industries as a percentage of domestic corporate loans | % | 0.45 | 0.72 | 0.9 | 178 |
| Balance of loans made to sectors with overcapacity, high energy consumption and pollution (RMB 100 million) | RMB 100 million | 893.65 | 1047.5 | 1326.66 | 177 |
| Balance of loans made to sectors with overcapacity, high energy consumption and pollution as a percentage of domestic corporate loans | % | 6.37 | 5.85 | 6.56 | 178 |
| Balance of loans made to thermal power generation | RMB 100 million | 262.98 | 208 | 151.51 | 178 |
| Balance of loans made to thermal power generation as a percentage of domestic corporate loans | % | 1.84 | 1.61 | 0.75 | 178 |
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 | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Greenhouse gas emissions (ten thousand tons of CO2 equivalent) | ten thousand tons of CO2 equivalent | 0.96 | 24.29 | 25.8 | 179 |
| Per capita greenhouse gas emissions | tons of CO2 equivalent/person | 2.52 | 3.82 | / | 180 |
| Scope 1 (direct) greenhouse gas emissions (ten thousand tons of CO2 equivalent) | ten thousand tons of CO2 equivalent | 0.14 | 1 | 1.02 | 179 |
| Scope 2 (indirect) greenhouse gas emissions | ten thousand tons of CO2 equivalent | 24.78 | 23.3 | 0.82 | 180 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Paper from recycled fiber or certified sustainable forestry as a percentage of total paper use (%) | % | 53 | 179 | ||
| Total amount of non-hazardous waste (tons) | tons | 4929 | 181 | ||
| Weight of paper used for card brochures and envelopes (kilograms) | kilograms | 273180 | 317815 | 268375 | 179 |
Description of emissions target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Converted annual emission reduction of ammonia nitrogen from green loan projects (ten thousand tons) | ten thousand tons | 4.37 | 5.06 | 5.5 | 177 |
| Converted annual emission reduction of chemical oxygen demand from green loan projects | ten thousand tons | 28.06 | 29.58 | 35.72 | 11 |
| Converted annual emission reduction of chemical oxygen demand from green loan projects (ten thousand tons) | ten thousand tons | 28.06 | 29.58 | 35.72 | 177 |
| Converted annual emission reduction of nitrogen oxides from green loan projects (ten thousand tons) | ten thousand tons | 2.68 | 4.52 | 3.48 | 177 |
| Converted annual emission reduction of standard coal from green loan projects | ten thousand tons | 618.8 | 694.29 | 733.01 | 11 |
| Converted annual emission reduction of standard coal from green loan projects (ten thousand tons) | ten thousand tons | 618.8 | 694.29 | 733.01 | 177 |
| Converted annual emission reduction of sulfur dioxide from green loan projects (ten thousand tons) | ten thousand tons | 14.28 | 16.55 | 16.49 | 177 |
| Converted annual reduction of carbon dioxide equivalent of green loan projects | ten thousand tons | 1237.86 | 1525.24 | 1613.05 | 11 |
| Converted annual reduction of carbon dioxide equivalent of green loan projects (ten thousand tons) | ten thousand tons | 1237.86 | 1525.24 | 1613.05 | 177 |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Paper saved by using e-bills for credit cards | 100 million pieces | 19.04 | 19.43 | 19.86 | 11 |
| Paper saved by using e-bills for credit cards (100 million pieces) | 100 million pieces | 19.04 | 19.43 | 19.86 | 179 |
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 | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Balance of green loan (RMB 100 million) | RMB 100 million | 2085.88 | 2638.42 | 3553.57 | 177 |
| Balance of loans made to support strategic emerging industries | RMB 100 million | 1714.15 | 2191.54 | 3023.23 | 11 |
| Balance of loans made to support strategic emerging industries (RMB 100 million) | RMB 100 million | 1714.15 | 2191.54 | 3023.23 | 185 |
| Balance of loans made to support strategic emerging industries as a percentage of total corporate loans (%) | % | 10.5 | 11.64 | 14.42 | 185 |
| Consumption of externally-acquired electricity (megawatt-hour) | megawatt-hour | 15554.88 | 389988.79 | 427792.45 | 179 |
| Consumption of externally-acquired thermal energy (gigajoules) | gigajoules | / | 47981.15 | 34812.99 | 179 |
| Diesel consumption of vehicles (ten thousand liters) | ten thousand liters | 1.08 | 0.93 | 179 | |
| Gasoline consumption of vehicles (ten thousand liters) | ten thousand liters | 9.84 | 145.62 | 119.57 | 179 |
| Natural gas consumption (ten thousand cubic meters) | ten thousand cubic meters | 52.14 | 297.18 | 324.42 | 179 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Equivalent annual water saving of green loan projects (ten thousand tons) | ten thousand tons | 979.77 | 1638.25 | 1481.79 | 177 |
| Per capita water consumption (tons/person) | tons/person | 31.98 | 18.42 | 181 | |
| Total barreled water consumption (ten thousand tons) | ten thousand tons | 2.89 | 0.84 | 181 | |
| Total bottled water consumption (ten thousand tons) | ten thousand tons | 2.37 | 1.78 | 181 | |
| Total municipal water supply (tons) | tons | 198.2 | 185.84 | 181 | |
| Total water consumption (ten thousand tons) | ten thousand tons | 9.29 | 203.46 | 188.46 | 181 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Average PUE of self-owned data centers | 1.54 | 1.57 | 1.62 | 180 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Amount of paper used for new card brochures and envelopes (ten thousand pieces) | ten thousand pieces | 2190 | 2543 | 2147 | 179 |
Description of the significant impacts of activities on the environment and natural resources and the actions taken to manage them.
| Indicator | Unit | 2022 | Report Pages |
|---|---|---|---|
| Issuance scale of second phase green financial bonds | RMB billion | 10 | 52 |
| Number of green bonds underwritten | bonds | 37 | 52 |
| Offshore local government bonds issued for blue and sustainability (Hong Kong) | RMB billion | 5 | 52 |
| Percentage of paper certified by FSC (Forest Stewardship Council) (%) | % | 15 | 179 |
| Percentage of paper certified by PEFC (Program for the Endorsement of Forest Certification Schemes) (%) | % | 38 | 179 |
| Total lead underwriting scale of green bonds | RMB billion | 39.178 | 52 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Average board meeting attendance | % | 99.45 | 99.73 | 97.52 | 191 |
| Average tenure of board members | years | 5.6 | 6.6 | 5.6 | 191 |
| Coverage of social insurance (%) | % | 100 | 100 | 100 | 189 |
| Employee number | 90867 | 103669 | 112999 | 186 | |
| Female new hires | 6162 | 187 | |||
| Male new hires | 4477 | 187 | |||
| New hires aged 30 and below | 9296 | 187 | |||
| New hires aged above 50 | 35 | 187 | |||
| New hires aged between 31 and 50 | 1308 | 187 | |||
| New hires in campus recruitment | 4392 | 4562 | 6276 | 187 | |
| New hires in social recruitment | 4680 | 5100 | 4363 | 187 | |
| Number of business outlets in rural and county areas | 121 | 125 | 127 | 183 | |
| Number of directors | 17 | 16 | 15 | 12, 191 | |
| Number of employees aged above 50 | 2734 | 3198 | 3492 | 187 | |
| Number of employees aged below 30 | 35858 | 43095 | 46066 | 187 | |
| Number of employees aged between 31 and 50 | 47291 | 52160 | 55861 | 187 | |
| Number of employees in Central China | 11616 | 11691 | 187 | ||
| Number of employees in Northeast China | 5176 | 5114 | 187 | ||
| Number of employees in West China | 13366 | 15332 | 187 | ||
| Number of employees in the Bohai Rim region | 12618 | 13941 | 187 | ||
| Number of employees in the Pearl River Delta and West Coast Economic Zone | 32216 | 35289 | 187 | ||
| Number of employees in the Yangtze River Delta region | 25495 | 28555 | 187 | ||
| Number of ethnic minority employees | 3586 | 4210 | 4625 | 12, 188 | |
| Number of female directors | 1 | 1 | 1 | 191 | |
| Number of female employees | 47748 | 53890 | 59405 | 187 | |
| Number of inclusive SMEs with loan balance | 480063 | 913289 | 990693 | 185 | |
| Number of independent non-executive directors | 6 | 6 | 6 | 191 | |
| Number of male directors | 16 | 15 | 14 | 191 | |
| Number of male employees | 38135 | 44563 | 46014 | 187 | |
| Number of new hires | 9072 | 9662 | 10639 | 187 | |
| Number of non-executive directors with industry experience | 14 | 14 | 14 | 191 | |
| Number of other non-executive directors | 8 | 8 | 8 | 191 | |
| Number of overseas employees | 3182 | 3077 | 187 | ||
| Percentage of employees signing labor contracts (%) | % | 100 | 100 | 100 | 189 |
| Percentage of female employees | % | 56 | 55 | 56 | 12 |
| Percentage of female employees (%) | % | 56 | 55 | 56 | 188 |
| Percentage of females among middle and senior managers (%) | % | 21 | 23 | 22 | 188 |
| Percentage of male employees (%) | % | 44 | 45 | 44 | 188 |
| Percentage of males among middle and senior managers (%) | % | 79 | 77 | 78 | 188 |
| Permanent employees that have signed labor contracts with CMB | 85883 | 98453 | 105419 | 187 | |
| Return on Average Assets Attributable to Shareholders (ROAA) (%) | % | 1.23 | 1.36 | 1.42 | 183 |
| Return on Average Equity Attributable to Shareholders (ROAE) (%) | % | 15.73 | 16.96 | 17.06 | 183 |
| Total assets | RMB million | 8361448 | 9249021 | 10138912 | 11 |
| Union establishment rate (%) | % | 100 | 100 | 100 | 189 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Employee turnover rate (%) | % | 7.24 | 7.18 | 7.14 | 188 |
| Female employee turnover rate (%) | % | 6.35 | 6.55 | 6.65 | 188 |
| Male employee turnover rate (%) | % | 8.33 | 7.93 | 7.78 | 188 |
| Operating income | RMB million | 290482 | 331253 | 344783 | 11 |
| Turnover rate of employees aged above 50 (%) | % | 3.73 | 2.77 | 3.46 | 188 |
| Turnover rate of employees aged below 30 (%) | % | 9.54 | 9.5 | 10.73 | 188 |
| Turnover rate of employees aged between 31 and 50 (%) | % | 5.62 | 5.44 | 4.76 | 188 |
| Turnover rate of employees in Central China (%) | % | 3.68 | 188 | ||
| Turnover rate of employees in Northeast China (%) | % | 3.95 | 188 | ||
| Turnover rate of employees in West China (%) | % | 5.67 | 188 | ||
| Turnover rate of employees in the Bohai Rim region (%) | % | 4.14 | 188 | ||
| Turnover rate of employees in the Pearl River Delta and West Coast Economic Zone (%) | % | 9.25 | 188 | ||
| Turnover rate of employees in the Yangtze River Delta region (%) | % | 6.75 | 188 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| Deaths due to work | / | 189 | |
| Proportion of work-related deaths (%) | % | / | 189 |
Lost days due to work injury.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Lost workdays due to work-related injuries (Days) | Days | 2525 | 2667 | 1886 | 189 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Expenditure on employee training (RMB ten thousand) | RMB ten thousand | / | 54216 | 52683 | 189 |
| Number of employee participations in online study (ten thousand) | ten thousand | 3103 | 9500 | 12259 | 189 |
| Number of employees who attended training | 75244 | 76972 | 79603 | 189 | |
| Number of employees who participated in training (ten thousand) | ten thousand | 45.4 | 45.8 | 43 | 189 |
| Number of training rounds | 7452 | 7202 | 6715 | 189 | |
| Percentage of employees who accepted training (%) | % | 99 | 98 | 98 | 189 |
| Percentage of female employees who accepted training (%) | % | 99 | 98 | 98 | 190 |
| Percentage of grassroots employees who accepted training (%) | % | 99 | 99 | 99 | 190 |
| Percentage of male employees who accepted training (%) | % | 99 | 98 | 98 | 189 |
| Percentage of middle-level managers who accepted training (%) | % | 100 | 96.7 | 96.5 | 190 |
| Percentage of senior managers who accepted training (%) | % | / | 100 | 100 | 190 |
| Training sessions attended by board members | 3 | 5 | 4 | 191 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Average learning time of female employees (hours) | hours | 84.37 | 74.54 | 92.34 | 190 |
| Average learning time of grassroots employees (hours) | hours | 84.8 | 75.59 | 88.78 | 190 |
| Average learning time of male employees (hours) | hours | 85.44 | 76.92 | 82.61 | 190 |
| Average learning time of middle-level managers (hours) | hours | 135.1 | 32.92 | 23.85 | 190 |
| Average learning time of senior managers (hours) | hours | / | 50.5 | 69 | 190 |
| Per-capita learning time (hours) | hours | 85.11 | 75.36 | 88.43 | 190 |
Number of suppliers by geographical region.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Balance of agriculture-related loans (RMB 100 million) | RMB 100 million | 2038.1 | 2318.32 | 2332.81 | 185 |
| Balance of domestic corporate loans made to emerging industries (RMB 100 million) | RMB 100 million | 1011.28 | 1235.59 | 1734.89 | 185 |
| Balance of green loans | RMB 100 million | 2085.88 | 2638.42 | 3553.57 | 11 |
| Balance of loans made to affordable housing projects | RMB 100 million | 559.69 | 689.4 | 675.86 | 186 |
| Balance of loans made to chemical raw materials and chemical products manufacturing industry | RMB 100 million | 246.33 | 271.88 | 385.85 | 178 |
| Balance of loans made to chemical raw materials and chemical products manufacturing industry as a percentage of domestic corporate loans | % | 1.72 | 1.52 | 1.91 | 178 |
| Balance of loans made to clean energy industry (RMB 100 million) | RMB 100 million | 614.79 | 814.27 | 1270.29 | 177 |
| Balance of loans made to clean production industry (RMB 100 million) | RMB 100 million | 118.27 | 166.36 | 88.28 | 177 |
| Balance of loans made to ecological and environmental industries (RMB 100 million) | RMB 100 million | 61.39 | 97.9 | 108.61 | 177 |
| Balance of loans made to energy-saving and eco-friendly industry (RMB 100 million) | RMB 100 million | 178.79 | 251.7 | 511.13 | 177 |
| Balance of loans made to ferrous metal smelting and rolling processing industry | RMB 100 million | 136.99 | 198.07 | 174.66 | 178 |
| Balance of loans made to ferrous metal smelting and rolling processing industry as a percentage of domestic corporate loans | % | 0.96 | 1.11 | 0.86 | 178 |
| Balance of loans made to green service (RMB 100 million) | RMB 100 million | 6.02 | 12.45 | 11.39 | 177 |
| Balance of loans made to green upgrades of infrastructure (RMB 100 million) | RMB 100 million | 1106.6 | 1295.73 | 1563.86 | 177 |
| Balance of loans made to inclusive SMEs | RMB 100 million | 5306.5 | 6011 | 6783.49 | 12 |
| Balance of loans made to inclusive SMEs (RMB 100 million) | RMB 100 million | 5306.5 | 6011 | 6783.49 | 185 |
| Balance of loans made to non-ferrous metal smelting and rolling processing industry | RMB 100 million | 61.81 | 47.97 | 124.25 | 178 |
| Balance of loans made to non-ferrous metal smelting and rolling processing industry as a percentage of domestic corporate loans | % | 0.43 | 0.27 | 0.61 | 178 |
| Balance of loans made to non-metallic mineral products industry | RMB 100 million | 123.01 | 173.28 | 293.51 | 178 |
| Balance of loans made to non-metallic mineral products industry as a percentage of domestic corporate loans | % | 0.86 | 0.97 | 1.45 | 178 |
| Balance of loans made to “Qianying Zhanyi” customers (RMB 100 million) | RMB 100 million | 6876 | 7191 | 9200 | 185 |
| Balance of non-performing loans (RMB 100 million) | RMB 100 million | 536.15 | 508.62 | 580.04 | 183 |
| Budget of centralized procurement projects | RMB 100 million | 33.61 | 75.06 | 49.19 | 192 |
| Contractors | 4984 | 5216 | 7580 | 187 | |
| Loan balance growth rate of inclusive SMEs (%) | % | 17.06 | 18.22 | 12.85 | 185 |
| Loan balance of “Qianying Zhanyi” customers with loans in the current year (RMB 100 million) | RMB 100 million | 937.94 | 967.47 | 1313 | 185 |
| Loan disbursement amount made to new inclusive SMEs during the year (RMB 100 million) | RMB 100 million | 5625.16 | 4354.26 | 4762.43 | 185 |
| Number of centralized procurement projects | 384 | 439 | 282 | 192 | |
| Number of community banks | 211 | 201 | 150 | 183 | |
| Number of domestic and foreign branches | 1877 | 1924 | 1909 | 183 | |
| Number of domestic business outlets | 1867 | 1913 | 1899 | 183 | |
| Number of domestic self-service banks | 2944 | 2812 | 2695 | 183 | |
| Number of self-service equipment | 7751 | 6592 | 5855 | 183 | |
| Number of suppliers at Chinese mainland | 416 | 611 | 498 | 192 | |
| Number of suppliers for centralized procurement projects | 420 | 637 | 528 | 192 | |
| Number of suppliers in overseas regions, HK and Macau | 4 | 26 | 30 | 192 | |
| Number of suppliers included in supplier database | 20874 | 25680 | 29868 | 192 | |
| Proportion of supporting strategic emerging industries in total corporate loans | % | 10.5 | 11.64 | 14.42 | 11 |
| Total assets (RMB million) | RMB million | 8361448 | 9249021 | 10138912 | 183 |
Description of practices relating to engaging suppliers, number of suppliers where the practices are being implemented, and how they are implemented and monitored.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Average cycle of centralized procurement projects | days | 27 | 20 | 24 | 192 |
| Green loan balance increase compared to prior year (RMB 100 million) | RMB 100 million | 413.32 | 552.54 | 915.15 | 177 |
| Ratio of centralized procurement projects that received assistance for ensuring fulfillment of obligations | % | 100 | 100 | 100 | 192 |
| Supplier review coverage | % | 100 | 100 | 100 | 192 |
Description of practices used to identify environmental and social risks along the supply chain, and how they are implemented and monitored.
| Indicator | Unit | 2022 | Report Pages |
|---|---|---|---|
| Number of suppliers implementing hiring practices | ten thousand | 1.2 | 192 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Annual accumulative number of consumer education activities | 11170 | 22608 | 14940 | 186 | |
| Average service response time | second | 3.09 | 4.31 | 3.63 | 184 |
| Cumulative users of CMB Life | 100 million | 1.1 | 1.27 | 1.37 | 184 |
| Customer praise and affirmation | times | 56042 | 106521 | 205947 | 184 |
| Nonperforming loan ratio (%) | % | 1.07 | 0.91 | 0.96 | 183 |
| Number of CMB App downloads (ten thousand) | ten thousand | 14475.3 | 17009.13 | 18771.92 | 183 |
| Number of CMB corporate App customers | ten thousand | 129.51 | 123.48 | 148.88 | 184 |
| Number of customer complaints accepted and transferred | 27992 | 21628 | 16651 | 186 | |
| Number of customer complaints handled | 366415 | 321548 | 248323 | 186 | |
| Number of customers entered into the talent pool of “Qianying Zhanyi” | 31430 | 31713 | 32106 | 185 | |
| Number of monthly active users of CMB App | 6126.38 | 6541.69 | 6686.2 | 183 | |
| Number of new individual customers (ten thousand) | ten thousand | 1433 | 1534 | 1060 | 183 |
| Number of online corporate banking customers | ten thousand | 212.59 | 212.24 | 233.38 | 184 |
| Number of orders placed through the CMB Cloud Procurement Platform | 280000 | 410000 | 390000 | 192 | |
| Number of people covered by online interactive intelligent robot service | ten thousand | 10622 | 10571 | 9834 | 184 |
| Number of people covered by remote banking manual services | ten thousand | 6178 | 6502 | 5489 | 184 |
| Number of visual devices | 16559 | 14746 | 12511 | 183 | |
| Number of “Qianying Zhanyi” customers with credit in the current year | 7517 | 7667 | 7900 | 185 | |
| Number of “Qianying Zhanyi” customers with loans in the current year | 3179 | 4588 | 4565 | 185 | |
| Ratio of credit card customers using e-bills | % | 99.63 | 99.59 | 99.58 | 11 |
| Ratio of credit card customers using e-bills (%) | % | 99.63 | 99.59 | 99.58 | 179 |
| Remote online omni-channel customer satisfaction | % | / | 97.61 | 98.53 | 12, 184 |
| Remote online omni-channel manual connection rate | % | 98.4 | 97.56 | 98 | 184 |
| Total profit (RMB million) | RMB million | 122440 | 148173 | 165113 | 183 |
| Total retail customers (100 million) | 100 million | 1.58 | 1.73 | 1.84 | 183 |
| Transaction volume of CMB App | RMB 1 trillion | 40.91 | 59.62 | 52.87 | 184 |
| Transaction volume of CMB corporate App | RMB 100 million | 3406.45 | 7777.87 | 8649.25 | 184 |
| Wholesale online channel customer coverage | % | 93.05 | 94 | 94.71 | 184 |
Description of quality assurance process and recall procedures.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| 20-second manual response rate for remote online omni-channel | % | 95.42 | 94.37 | 94.89 | 184 |
| Number of items of new systems, new products and new services reviewed | 7671 | 34063 | 76464 | 186 | |
| Number of new systems, new products and new services reviewed | 4460 | 34063 | 76464 | 186 | |
| Proportion of smart self-service | % | 77.23 | 78.29 | 81.38 | 12 |
Description of consumer data protection and privacy policies, and how they are implemented and monitored.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Number of people covered by consumer rights protection training | / | 85895 | 89600 | 186 | |
| Smart service to self-service ratio | % | 77.23 | 78.29 | 81.38 | 184 |
Number of concluded legal cases regarding corrupt practices brought against the issuer or its employees during the reporting period and the outcomes of the cases.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Allowance coverage ratio of non-performing loans (%) | % | 437.68 | 483.87 | 450.79 | 183 |
| Leverage ratio (%) | % | 7.39 | 8 | 7.95 | 183 |
| Number of employees punished for violations | 391 | 596 | 514 | 191 | |
| Total tax payment | RMB 100 million | 503.06 | 568.68 | 610.04 | 11 |
Description of preventive measures and whistle-blowing procedures, and how they are implemented and monitored.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Number of cadres’ integrity talks before taking office | 2223 | 2204 | 1757 | 191 |
Description of anti-corruption training provided to directors and staff.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Anti-corruption training times | 750 | 971 | 1500 | 191 | |
| Number of AML training | 949 | 1026 | 1268 | 12 | |
| Number of AML training times | 949 | 1026 | 1268 | 192 | |
| Number of anti-corruption trainings | 750 | 971 | 1500 | 12 | |
| Number of executive directors | 3 | 2 | 1 | 191 | |
| Number of people covered by AML training | ten thousand | 19.54 | 26.31 | 38.62 | 12 |
| Number of people covered by AML training (ten thousand) | ten thousand | 19.54 | 26.31 | 38.62 | 192 |
| Number of people covered by anti-corruption training | ten thousand | 12.78 | 16.28 | 16.4 | 191 |
| Number of people covered by anti-corruption trainings | ten thousand | 12.78 | 16.28 | 16.4 | 12 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Balance of loans made to support cultural industry (RMB 100 million) | RMB 100 million | 353.05 | 358.39 | 305 | 185 |
| Loan disbursement amount made to support cultural industry for the year (RMB 100 million) | RMB 100 million | 234.52 | 433.66 | 413.2 | 185 |
| New loan amount made to affordable housing projects in the current year | RMB 100 million | 142.08 | 254.57 | 113.95 | 186 |
| Number of audiences for consumer education | ten thousand | 104107.6 | 64144.2 | 50801 | 186 |
| Number of outlets with barrier-free access | 1867 | 1913 | 1899 | 183 | |
| Total number of credit card 'Points for Micro Charity' donation cardholders | ten thousand | 8.88 | 11.59 | 16.21 | 190 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2020 | 2021 | 2022 | Report Pages |
|---|---|---|---|---|---|
| Amount invested in consumer education services | RMB ten thousand | / | 457.6 | 341.2 | 186 |
| Average interest rate of loans made to new inclusive SMEs during the year (%) | % | 4.53 | 5.28 | 5.15 | 185 |
| Credit card 'Points for Micro Charity' Yangfan Public Welfare Book | 22984 | 16480 | 34873 | 190 | |
| Final coupon rate of second phase green financial bonds | % | 2.4 | 52 | ||
| Number of courses for children with autism redeemed through credit card 'Points for Micro Charity' | 12152 | 7176 | 15151 | 190 | |
| Number of employee volunteers | / | / | 2100 | 190 | |
| Quantity of healthy lunches redeemed through credit card 'Points for Micro Charity' | 90137 | 71074 | 139488 | 190 | |
| Total external donations | RMB ten thousand | / | 3223 | 9476 | 190 |
| Total points of credit card 'Points for Micro Charity' donations | 24170492 | 17528620 | 35438261 | 190 | |
| Total taxes (RMB 100 million) | RMB 100 million | 503.06 | 568.68 | 610.04 | 183 |
| Volunteer service hours of employee volunteers | hours | / | / | 24913.5 | 190 |
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 | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Direct GHG Emissions (Scope 1) | ten thousand tons of CO2 equivalent | 0.14 | 1 | 1.02 |
| Indirect Energy Emissions (Scope 2) | ten thousand tons of CO2 equivalent | 24.78 | 23.3 | 0.82 |
| Total GHG Emissions | ten thousand tons of CO2 equivalent | 0.96 | 24.29 | 25.8 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2022 |
|---|---|---|
| Total Non-Hazardous Waste Disposed | tons | 4929 |
Description of emissions target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2021 | 2022 |
|---|---|---|---|
| Ammonia Nitrogen Emissions Reduction Compared to Last Year | ten thousand tons | 0.69 | 0.44 |
| CO2 Emissions Reduction Compared to Last Year | ten thousand tons | 287.38 | 87.81 |
| NOx Emissions Reduction Compared to Last Year | ten thousand tons | 1.84 | -1.04 |
| SO2 Emissions Reduction Compared to Last Year | ten thousand tons | 2.27 | -0.06 |
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 | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Diesel Fuel Consumption | ten thousand liters | 1.08 | 0.93 | |
| Gasoline Consumption | ten thousand liters | 9.84 | 145.62 | 119.57 |
| Natural Gas Consumption | ten thousand cubic meters | 52.14 | 297.18 | 324.42 |
| Purchased Electricity | megawatt-hour | 15554.88 | 389988.79 | 427792.45 |
| Purchased Heating | gigajoules | 47981.15 | 34812.99 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Water Consumption | ten thousand tons | 9.29 | 203.46 | 188.46 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Packaging Material Consumption (Paper) | ten thousand pieces | 2190 | 2543 | 2147 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Number of Contractors | 4984 | 5216 | 7580 | |
| Number of Employees Aged 30-50 | 47291 | 52160 | 55861 | |
| Number of Employees Aged Above 50 | 2734 | 3198 | 3492 | |
| Number of Employees Aged Below 30 | 35858 | 43095 | 46066 | |
| Number of Employees in Central China | 11616 | 11691 | ||
| Number of Employees in Northeast China | 5176 | 5114 | ||
| Number of Employees in Overseas | 3182 | 3077 | ||
| Number of Employees in West China | 13366 | 15332 | ||
| Number of Employees in the Bohai Rim region | 12618 | 13941 | ||
| Number of Employees in the Pearl River Delta and West Coast Economic Zone | 32216 | 35289 | ||
| Number of Employees in the Yangtze River Delta region | 25495 | 28555 | ||
| Number of Female Employees | 47748 | 53890 | 59405 | |
| Number of Male Employees | 38135 | 44563 | 46014 | |
| Number of New Employees | 9072 | 9662 | 10639 | |
| Number of New Employees (Above 50) | 35 | |||
| Number of New Employees (Aged 30-50) | 1308 | |||
| Number of New Employees (Aged Below 30) | 9296 | |||
| Number of New Employees (Female) | 6162 | |||
| Number of New Employees (On-campus Recruitment) | 4392 | 4562 | 6276 | |
| Number of New Employees (Social Recruitment) | 4680 | 5100 | 4363 | |
| Number of Total Employees | 90867 | 103669 | 112999 | |
| Percentage of Female Employees | % | 56 | 55 | 56 |
| Percentage of Male Employees | % | 44 | 45 | 44 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Turnover Rate of Employees Aged 30-50 | % | 5.62 | 5.44 | 4.76 |
| Turnover Rate of Employees Aged Above 50 | % | 3.73 | 2.77 | 3.46 |
| Turnover Rate of Employees Aged Below 30 | % | 9.54 | 9.5 | 10.73 |
| Turnover Rate of Employees in Central China | % | 3.68 | ||
| Turnover Rate of Employees in Northeast China | % | 3.95 | ||
| Turnover Rate of Employees in Pearl River Delta and West Coast Economic Zone | % | 9.25 | ||
| Turnover Rate of Employees in West China | % | 5.67 | ||
| Turnover Rate of Employees in Yangtze River Delta region | % | 6.75 | ||
| Turnover Rate of Employees in the Bohai Rim region | % | 4.14 | ||
| Turnover Rate of Female Employees | % | 6.35 | 6.55 | 6.65 |
| Turnover Rate of Male Employees | % | 8.33 | 7.93 | 7.78 |
| Turnover Rate of Total Employees | % | 7.24 | 7.18 | 7.14 |
Lost days due to work injury.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Lost Days Due to Work-related Injuries | Days | 2525 | 2667 | 1886 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Percentage of Employees Trained | % | 99 | 98 | 98 |
| Percentage of Trained Female Employees | % | 99 | 98 | 98 |
| Percentage of Trained General Employees | % | 99 | 99 | 99 |
| Percentage of Trained Male Employees | % | 99 | 98 | 98 |
| Percentage of Trained Middle Management | % | 100 | 96.7 | 96.5 |
| Percentage of Trained Senior Management | % | 100 | 100 | |
| Total Cost of Training | RMB ten thousand | None | 54216 | 52683 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Average Training Hours (Female) | hours | 84.37 | 74.54 | 92.34 |
| Average Training Hours (General Staff) | hours | 84.8 | 75.59 | 88.78 |
| Average Training Hours (Male) | hours | 85.44 | 76.92 | 82.61 |
| Average Training Hours (Middle Management) | hours | 135.1 | 32.92 | 23.85 |
| Average Training Hours (Senior Management) | hours | 50.5 | 69 | |
| Average Training Hours per Employee | hours | 85.11 | 75.36 | 88.43 |
Number of suppliers by geographical region.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Number of Suppliers in Hong Kong | 4 | 26 | 30 | |
| Number of Suppliers in Mainland China | 416 | 611 | 498 | |
| Number of Total Suppliers | 20874 | 25680 | 29868 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Number of Complaints Dealt with | 366415 | 321548 | 248323 | |
| Total Number of Customer Complaints | 27992 | 21628 | 16651 |
Description of anti-corruption training provided to directors and staff.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Number of Anti-corruption Training Session | sessions | 750 | 971 | 1500 |
| Number of Attendance for Anti-corruption Training | person-times | 750 | 971 | 1500 |
| Number of People Participated in Ethical Standards and Anti-corruption Training | persons | 127800 | 162800 | 164000 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2020 | 2021 | 2022 |
|---|---|---|---|---|
| Number of Employees Participating in Volunteer Activities | 2100 | |||
| Total Public Welfare Donations | RMB ten thousand | None | 3223 | 9476 |
| Total Volunteer Service Hours | hours | 24913.5 |