Environmental, Social and Governance (ESG) Update
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 | 2020 | Report Pages |
|---|---|---|---|---|---|---|---|---|---|
| 2011 baseline: annual carbon emissions per FTE | tonnes per FTE | 3.5 | 23 | ||||||
| 2020 target: annual carbon emissions per FTE | tonnes per FTE | 2 | 23 | ||||||
| Annual CO2 emissions per employee (FTE) | tonnes | 2.63 | 22 | ||||||
| CO2 emissions per FTE | tonnes per FTE | 3.4 | 3.61 | 3.43 | 3.08 | 2.97 | 2.63 | 23 | |
| CO2 emissions per m2 | tonnes per m2 | 0.17 | 0.19 | 0.19 | 0.17 | 0.17 | 0.17 | 23 | |
| Total CO2 emissions | tonnes | 991000 | 963000 | 889000 | 795000 | 771000 | 617000 | 23 |
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 | Report Pages |
|---|---|---|---|
| 2020 target: paper reduction (new 2017 target) | percent | 66 | 23 |
| 2020 target: paper reduction (original 2012 target) | percent | 50 | 23 |
| 2020 target: waste reduction (new 2017 target) | percent | 75 | 23 |
| 2020 target: waste reduction (original 2012 target) | percent | 50 | 23 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | Report Pages |
|---|---|---|---|
| 2020 target: electricity to come from renewables (new 2017 target) | percent | 40 | 23 |
| 2020 target: electricity to come from renewables (original 2012 target) | percent | 25 | 23 |
Description of the significant impacts of activities on the environment and natural resources and the actions taken to manage them.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Percentage of global population living in cities | % | 54 | 26 |
Description of the significant climate-related issues which have impacted, and those which may impact, the issuer, and the actions taken to manage them.
| Indicator | Unit | 2016 | Report Pages |
|---|---|---|---|
| Combined value of climate change-related projects highlighted by cities | bn USD | 26 | 26 |
| Number of climate change-related projects highlighted by cities | 720 | 26 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2012 | 2013 | 2014 | 2015 | 2016 | 2050 | Report Pages |
|---|---|---|---|---|---|---|---|---|
| Female share of senior leadership headcount at HSBC | % | 22.0% | 22.7% | 23.6% | 24.5% | 25.4% | 15 | |
| Gender diversity - All Employees (female) | % | 52 | 52 | 14 | ||||
| Gender diversity - All Employees (male) | % | 48 | 48 | 14 | ||||
| Gender diversity - Group Management Board (female) | % | 7 | 8 | 14 | ||||
| Gender diversity - Group Management Board (male) | % | 93 | 92 | 14 | ||||
| Gender diversity - Holdings Board (female) | % | 42 | 30 | 14 | ||||
| Gender diversity - Holdings Board (male) | % | 58 | 70 | 14 | ||||
| Gender diversity - Senior Employees (female) | % | 24 | 25 | 14 | ||||
| Gender diversity - Senior Employees (male) | % | 76 | 75 | 14 | ||||
| Number of All Employees (female) | 139357 | 125230 | 14 | |||||
| Number of All Employees (male) | 127586 | 116077 | 14 | |||||
| Number of Group Management Board members (female) | 1 | 1 | 14 | |||||
| Number of Group Management Board members (male) | 13 | 11 | 14 | |||||
| Number of Holdings Board members (female) | 8 | 6 | 14 | |||||
| Number of Holdings Board members (male) | 11 | 14 | 14 | |||||
| Number of Senior Employees (female) | 2235 | 2230 | 14 | |||||
| Number of Senior Employees (male) | 6937 | 6551 | 14 | |||||
| Projected percentage of global population living in cities | % | 66 | 26 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2016 | Report Pages |
|---|---|---|---|
| Instances of training courses | instances | 8000000 | 16 |
| Instructor Lead Training total completions | completions | 622221 | 16 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2016 | Report Pages |
|---|---|---|---|
| E-Learning total completions | completions | 5500000 | 16 |
| Training days per FTE | days | 5.5 | 16 |
| Training hours completed | hours | 11014232 | 16 |
Number of suppliers by geographical region.
| Indicator | Unit | 2016 | Report Pages |
|---|---|---|---|
| Coal mining accounted for of mining and metals sector lending | billion USD | 0.9 | 25 |
| Coal mining as percentage of total wholesale lending | percent | 0.6 | 25 |
| Total exposure to the mining and metals sector | billion USD | 16 | 25 |
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 | 2014 | 2015 | 2016 | Report Pages |
|---|---|---|---|---|---|
| All Loans completed under the Equator Principles | million USD, number | 4414 | 5207 | 2505 | 25 |
| Project Finance Advisory Services completed under the Equator Principles | number | 10 | 16 | 3 | 25 |
| Project Finance Loans completed under the Equator Principles | million USD, number | 2646 | 19 | 1506 | 25 |
Description of practices used to identify environmental and social risks along the supply chain, and how they are implemented and monitored.
| Indicator | Unit | 2014 | 2015 | 2016 | Report Pages |
|---|---|---|---|---|---|
| Project-Related Bridge Loans completed under the Equator Principles | million USD, number | 565 | 277 | 60 | 25 |
| Project-Related Corporate Loans completed under the Equator Principles | million USD, number | 13 | 1186 | 7 | 25 |
| Total transactions completed under the Equator Principles | million USD, number | 44 | 48 | 2505 | 25 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2015 | 2016 | Report Pages |
|---|---|---|---|---|
| CMB annual complaint volumes - Asia Pacific | 1632 | 1235 | 9 | |
| CMB annual complaint volumes - Canada | 275 | 788 | 9 | |
| CMB annual complaint volumes - Europe | 9963 | 6564 | 9 | |
| CMB annual complaint volumes - Hong Kong | 1781 | 3196 | 9 | |
| CMB annual complaint volumes - Latin America | 4060 | 1200 | 9 | |
| CMB annual complaint volumes - Middle East and North Africa | 2703 | 2475 | 9 | |
| CMB annual complaint volumes - United Kingdom | 47622 | 37797 | 9 | |
| CMB annual complaint volumes - United States | 556 | 915 | 9 | |
| CMB complaint reasons - Branch | percent | 10% | 9 | |
| CMB complaint reasons - Contact Centre | percent | 10% | 9 | |
| CMB complaint reasons - Fees, Rates and Charges | percent | 10% | 9 | |
| CMB complaint reasons - Internet banking (Excluding HSBCnet and Connect) | percent | 8% | 9 | |
| CMB complaint reasons - Operations | percent | 25% | 9 | |
| CMB complaint reasons - Others | percent | 37% | 9 | |
| Complaints as a percentage of customer base | % | 3.6 | 3.1 | 10 |
| Customer satisfaction at branch - Canada | % | 84 | 84 | 7 |
| Customer satisfaction at branch - China | % | 89 | 91 | 7 |
| Customer satisfaction at branch - France | % | 70 | 74 | 7 |
| Customer satisfaction at branch - Hong Kong | % | 81 | 83 | 7 |
| Customer satisfaction at branch - Malaysia | % | 70 | 69 | 7 |
| Customer satisfaction at branch - Mexico | % | 89 | 89 | 7 |
| Customer satisfaction at branch - Singapore | % | 63 | 63 | 7 |
| Customer satisfaction at branch - UAE | % | 70 | 69 | 7 |
| Customer satisfaction at branch - United Kingdom | % | 84 | 86 | 7 |
| Customer satisfaction at branch - United States | % | 84 | 85 | 7 |
| Customer satisfaction at contact centre - Canada | % | 73 | 73 | 7 |
| Customer satisfaction at contact centre - China | % | 95 | 96 | 7 |
| Customer satisfaction at contact centre - France | % | 72 | 74 | 7 |
| Customer satisfaction at contact centre - Hong Kong | % | 95 | 96 | 7 |
| Customer satisfaction at contact centre - Malaysia | % | 69 | 73 | 7 |
| Customer satisfaction at contact centre - Mexico | % | 83 | 81 | 7 |
| Customer satisfaction at contact centre - Singapore | % | 87 | 87 | 7 |
| Customer satisfaction at contact centre - UAE | % | 62 | 67 | 7 |
| Customer satisfaction at contact centre - United Kingdom | % | 74 | 71 | 7 |
| Customer satisfaction at contact centre - United States | % | 60 | 63 | 7 |
| Customer satisfaction with online banking - Canada | % | 56 | 7 | |
| Customer satisfaction with online banking - China | % | 60 | 7 | |
| Customer satisfaction with online banking - France | % | 75 | 7 | |
| Customer satisfaction with online banking - Hong Kong | % | 63 | 7 | |
| Customer satisfaction with online banking - Malaysia | % | 63 | 7 | |
| Customer satisfaction with online banking - Mexico | % | 82 | 7 | |
| Customer satisfaction with online banking - Singapore | % | 54 | 7 | |
| Customer satisfaction with online banking - UAE | % | 70 | 7 | |
| Customer satisfaction with online banking - United Kingdom | % | 82 | 7 | |
| Customer satisfaction with online banking - United States | % | 66 | 7 | |
| Customer satisfaction with relationship manager - Canada | % | 85 | 86 | 7 |
| Customer satisfaction with relationship manager - China | % | 77 | 77 | 7 |
| Customer satisfaction with relationship manager - France | % | 61 | 68 | 7 |
| Customer satisfaction with relationship manager - Hong Kong | % | 64 | 71 | 7 |
| Customer satisfaction with relationship manager - Malaysia | % | 63 | 64 | 7 |
| Customer satisfaction with relationship manager - Mexico | % | 93 | 93 | 7 |
| Customer satisfaction with relationship manager - Singapore | % | 56 | 62 | 7 |
| Customer satisfaction with relationship manager - UAE | % | 62 | 62 | 7 |
| Customer satisfaction with relationship manager - United Kingdom | % | 74 | 75 | 7 |
| Customer satisfaction with relationship manager - United States | % | 77 | 80 | 7 |
| Percentage of CMB complaints generated by France | % | 11 | 10 | |
| Percentage of CMB complaints generated by Hong Kong | % | 6 | 10 | |
| Percentage of CMB complaints generated by the UK | % | 70 | 10 | |
| RBWM annual complaint volumes - Canada | complaints | 10128 | 16935 | 8 |
| RBWM annual complaint volumes - China | complaints | 2209 | 3492 | 8 |
| RBWM annual complaint volumes - France | complaints | 75689 | 63913 | 8 |
| RBWM annual complaint volumes - Hong Kong | complaints | 37634 | 43316 | 8 |
| RBWM annual complaint volumes - Malaysia | complaints | 7137 | 9980 | 8 |
| RBWM annual complaint volumes - Mexico | complaints | 267105 | 252395 | 8 |
| RBWM annual complaint volumes - Singapore | complaints | 3283 | 6594 | 8 |
| RBWM annual complaint volumes - UAE | complaints | 26907 | 32104 | 8 |
| RBWM annual complaint volumes - United Kingdom | complaints | 636107 | 511826 | 8 |
| RBWM annual complaint volumes - United States | complaints | 29215 | 47001 | 8 |
| RBWM complaint reason - Fees and Charges | percent | 22% | 8 | |
| RBWM complaint reason - Others (Including PPI complaints in the UK) | percent | 12% | 8 | |
| RBWM complaint reason - Process and Procedures | percent | 36% | 8 | |
| RBWM complaint reason - Product Features and Benefits | percent | 3% | 8 | |
| RBWM complaint reason - Service | percent | 27% | 8 | |
| RBWM complaints per 1000 customers per month - Canada | complaints per 1000 customers per month | 1.8 | 8 | |
| RBWM complaints per 1000 customers per month - China | complaints per 1000 customers per month | 0.8 | 8 | |
| RBWM complaints per 1000 customers per month - France | complaints per 1000 customers per month | 6.6 | 8 | |
| RBWM complaints per 1000 customers per month - Hong Kong | complaints per 1000 customers per month | 0.7 | 8 | |
| RBWM complaints per 1000 customers per month - Malaysia | complaints per 1000 customers per month | 0.8 | 8 | |
| RBWM complaints per 1000 customers per month - Mexico | complaints per 1000 customers per month | 3.8 | 8 | |
| RBWM complaints per 1000 customers per month - Singapore | complaints per 1000 customers per month | 0.9 | 8 | |
| RBWM complaints per 1000 customers per month - UAE | complaints per 1000 customers per month | 7.8 | 8 | |
| RBWM complaints per 1000 customers per month - United Kingdom | complaints per 1000 customers per month | 3.5 | 8 | |
| RBWM complaints per 1000 customers per month - United States | complaints per 1000 customers per month | 2.6 | 8 | |
| RBWM complaints resolved between 2 - 5 days (excluding PPI complaints) | percent | 14% | 8 | |
| RBWM complaints resolved within same day or next working day (excluding PPI complaints) | percent | 71% | 8 | |
| RBWM customer recommendation index - Canada | percent | 42% | 49% | 8 |
| RBWM customer recommendation index - China | percent | 89% | 91% | 8 |
| RBWM customer recommendation index - France | percent | 48% | 47% | 8 |
| RBWM customer recommendation index - Hong Kong | percent | 36% | 39% | 8 |
| RBWM customer recommendation index - Malaysia | percent | 75% | 79% | 8 |
| RBWM customer recommendation index - Mexico | percent | 84% | 84% | 8 |
| RBWM customer recommendation index - Singapore | percent | 50% | 52% | 8 |
| RBWM customer recommendation index - UAE | percent | 80% | 79% | 8 |
| RBWM customer recommendation index - United Kingdom | percent | 51% | 50% | 8 |
| RBWM customer recommendation index - United States | percent | 50% | 52% | 8 |
| Reduction in CMB customer complaints related to fees, rates and charges as percentage of annual decrease | % | 61 | 10 | |
| Reduction in complaints compared to 2015 | % | 21 | 10 | |
| Total CMB complaints handled | complaints | 54100 | 10 |
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 | 2016 | Report Pages |
|---|---|---|---|
| HSBC confidential cases substantiated | 34% | 17 | |
| HSBC confidential cases total | cases | 1102 | 17 |
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 | 2020 |
|---|---|---|---|---|---|---|---|---|
| Total GHG Emissions | tonnes | 991000 | 963000 | 889000 | 795000 | 771000 | 617000 | |
| Total GHG Emissions Intensity (By Area) | tonnes per m2 | 0.17 | 0.19 | 0.19 | 0.17 | 0.17 | 0.17 | |
| Total GHG Emissions Intensity (By FTE) | tonnes per FTE | 3.4 | 3.61 | 3.43 | 3.08 | 2.97 | 2.63 | 2 |
Description of emissions target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2030 |
|---|---|---|
| Target Reduction in GHG Intensity Percentage by 2030 Compared to 2018 | % | 42.86 |
| Target Reduction in GHG Intensity Percentage by 2030 Compared to 2019 | % | 42.86 |
| Target Reduction in GHG Intensity Percentage by 2030 Compared to 2020 | % | 42.86 |
| Target Reduction in GHG Intensity Percentage by 2030 Compared to 2021 | % | 42.86 |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Target Hazardous Waste Intensity Reduction Percentage Compared to Last Year | percent | 75 |
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 |
|---|---|
| Percentage of Renewable Energy Consumption | % |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit |
|---|---|
| Target Energy Consumption Reduction Percentage Compared to Last Year | % |
Description of whether there is any issue in sourcing water that is fit for purpose, water efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit |
|---|---|
| Target Water Consumption Reduction Percentage Compared to Last Year | % |
Description of the significant climate-related issues which have impacted, and those which may impact, the issuer, and the actions taken to manage them.
| Standard Indicator | Unit | 2016 |
|---|---|---|
| Investment in Climate Change Management | bn USD | 26 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2015 | 2016 |
|---|---|---|---|
| Number of Female Employees | people | 139357 | 125230 |
| Number of Male Employees | people | 127586 | 116077 |
| Number of Senior Management Employees (Female) | people | 2235 | 2230 |
| Number of Senior Management Employees (Male) | people | 6937 | 6551 |
| Number of Total Employees | people | 235175 | |
| Percentage of Employees in Asia | % | 53 | |
| Percentage of Employees in Europe | % | 26 | |
| Percentage of Employees in Latin America | % | 9 | |
| Percentage of Employees in Middle East and North Africa | % | 5 | |
| Percentage of Employees in North America | % | 7 | |
| Percentage of Female Employees | % | 52 | 52 |
| Percentage of Male Employees | % | 48 | 48 |
| Percentage of Senior Management Employees (Female) | % | 24 | 25 |
| Percentage of Senior Management Employees (Male) | % | 76 | 75 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2016 |
|---|---|---|
| Instances of training courses | instances | 8000000 |
| Instructor Lead Training total completions | completions | 622221 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2016 |
|---|---|---|
| Average Training Hours per FTE | hours | 5.5 |
| Total Training Hours | hours | 11014232 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2015 | 2016 |
|---|---|---|---|
| Complaint Growth Rate | percent | -21 | |
| Complaints Handling Rate | percent | 14 | |
| Number of Complaints Dealt with | complaints | 54100 | |
| Total Number of Customer Complaints | complaints | 67792 | 54100 |
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.
| Standard Indicator | Unit | 2016 |
|---|---|---|
| Number of Confirmed Incidents of Corruption | cases | 374.68 |