2023 Environmental, Social and Governance Report
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 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|
| Indirect (Scope 2) GHG emissions | Tons of CO₂ equivalent | 142.46 | 147.57 | 46 |
| Total GHG emissions intensity | Tons of CO₂ equivalent/capita | 0.34 | 0.5 | 46 |
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 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|
| Energy consumption intensity | kWh/capita | 474.89 | 874.19 | 46 |
| Total energy consumption | kWh | 199931 | 258764.96 | 46 |
| Total indirect energy consumption (Purchased electricity) | kWh | 199931 | 258764.96 | 46 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2022 | 2023 | Report Pages |
|---|---|---|---|---|
| Total water consumption | Tons | 317.17 | 270 | 46 |
| Water consumption intensity | Tons/capita | 0.75 | 0.91 | 46 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Employee headcount | Persons | 296 | 27 |
| Employee headcount by employment type: Full time | Persons | 296 | 27 |
| Employee headcount by gender: Female | Persons | 217 | 27 |
| Employee headcount by gender: Male | Persons | 79 | 27 |
| Employee structure by age group - 30-50 years old | Persons | 96 | 28 |
| Employee structure by age group - Over 50 years old | Persons | 9 | 28 |
| Employee structure by age group - Under 30 years old | Persons | 191 | 28 |
| Employee structure by employee type - Junior employees | Persons | 244 | 28 |
| Employee structure by employee type - Middle management | Persons | 32 | 28 |
| Employee structure by employee type - Senior management | Persons | 20 | 28 |
| Employee structure by region - Beijing | Persons | 17 | 28 |
| Employee structure by region - Hangzhou | Persons | 183 | 28 |
| Employee structure by region - Overseas | Persons | 15 | 28 |
| Employee structure by region - Shanghai | Persons | 81 | 28 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Employee turnover rate - Total turnover rate | % | 34.39 | 28 |
| Employee turnover rate by age group - 30-50 years old | % | 32.87 | 28 |
| Employee turnover rate by age group - Under 30 years old | % | 37.17 | 28 |
| Employee turnover rate by gender - Female | % | 34.64 | 28 |
| Employee turnover rate by gender - Male | % | 36.29 | 28 |
| Employee turnover rate by region - Beijing | % | 39.29 | 28 |
| Employee turnover rate by region - Hangzhou | % | 40.2 | 28 |
| Employee turnover rate by region - Shanghai | % | 24.3 | 28 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Employee satisfaction rate | 87% | 34 | |
| Number of participants in competency training (all employees) | people | 335 | 33 |
| Number of participants in newcomer training (new hires from social and campus recruiting) | people | 188 | 33 |
| Number of participants in professionalism training (operation specialists/assistants) | people | 190 | 33 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Duration of competency training (all employees) | hours | 182.75 | 33 |
| Duration of newcomer training (new hires from social and campus recruiting) | hours | 319.48 | 33 |
| Duration of professionalism training (operation specialists/assistants) | hours | 329.7 | 33 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Coverage of customized scenarios of 'Dianxiaomi' Customer Service Robot | percent | 99.28 | 21 |
| Customer satisfaction with 'Dianxiaomi' Customer Service Robot | percent | 88.96 | 21 |
| Customer service personnel workload saved by automatic batch message leaving of 'ShadowBot' RPA | person-service workload | 1017 | 21 |
| Industry average coverage of customer service robot scenarios | percent | 54.36 | 21 |
| Industry average customer satisfaction with customer service robots | percent | 86.35 | 21 |
| Number of scenarios covered by automatic batch message leaving of 'ShadowBot' RPA | scenarios | 42 | 21 |
| Waiting time saved for customers by 'ByteNew' Self Service Hall | minutes | 747600 | 21 |
Description of consumer data protection and privacy policies, and how they are implemented and monitored.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Messages processed by automatic batch message leaving of 'ShadowBot' RPA | messages | 1233500 | 21 |
| Timeliness saved by automatic batch message leaving of 'ShadowBot' RPA | hours | 7900 | 21 |
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 | 2022 | 2023 |
|---|---|---|---|
| Indirect Energy Emissions (Scope 2) | Tons of CO₂ equivalent | 142.46 | 147.57 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit |
|---|---|
| Total Hazardous Waste |
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 | 2022 | 2023 |
|---|---|---|---|
| Purchased Electricity | kWh | 199931 | 258764.96 |
| Total Energy Consumption | kWh | 199931 | 258764.96 |
| Total Indirect Energy Consumption | kWh | 199931 | 258764.96 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2022 | 2023 |
|---|---|---|---|
| Water Consumption | Tons | 317.17 | 270 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Number of Employees Aged 30-50 | Persons | 96 |
| Number of Employees Aged Above 50 | Persons | 9 |
| Number of Employees Aged Below 30 | Persons | 191 |
| Number of Employees in Mainland China | Persons | 281 |
| Number of Employees in Overseas | Persons | 15 |
| Number of Female Employees | Persons | 217 |
| Number of Full-time Employees | Persons | 296 |
| Number of Junior Management Employees | Persons | 244 |
| Number of Male Employees | Persons | 79 |
| Number of Middle Management Employees | Persons | 32 |
| Number of Senior Management Employees | Persons | 20 |
| Number of Total Employees | Persons | 296 |
| Percentage of Employees Aged 30-50 | Percent | 32.43 |
| Percentage of Employees Aged Above 50 | Percent | 3.04 |
| Percentage of Employees Aged Below 30 | Percent | 64.53 |
| Percentage of Employees in Mainland China | Percent | 94.93 |
| Percentage of Employees in Overseas | Percent | 5.07 |
| Percentage of Female Employees | Percent | 73.31 |
| Percentage of Full-time Employees | Percent | 100 |
| Percentage of Junior Management Employees | Percent | 82.43 |
| Percentage of Male Employees | Percent | 26.69 |
| Percentage of Middle Management Employees | Percent | 10.81 |
| Percentage of Senior Management Employees | Percent | 6.76 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Turnover Rate of Employees Aged 30-50 | % | 32.87 |
| Turnover Rate of Employees Aged Below 30 | % | 37.17 |
| Turnover Rate of Female Employees | % | 34.64 |
| Turnover Rate of Male Employees | % | 36.29 |
| Turnover Rate of Total Employees | % | 34.39 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Percentage of Trained Female Employees | % | 194 |
| Percentage of Trained General Employees | % | 217 |
| Percentage of Trained Male Employees | % | 66 |
| Percentage of Trained Middle Management | % | 30 |
| Percentage of Trained Senior Management | % | 13 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Average Training Hours (Female) | hours | 7.31 |
| Average Training Hours (General Employees) | hours | 5.8 |
| Average Training Hours (Male) | hours | 5.85 |
| Average Training Hours (Middle Management) | hours | 14.7 |
| Average Training Hours (Senior Management) | hours | 8.03 |
| Training Hours of Professional Skills Development | hours | 329.7 |