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 | 2016 | 2017 | Report Pages |
|---|---|---|---|---|
| HSBC exposure to coal mining | billion USD | 0.9 | 0.8 | 34 |
| HSBC exposure to coal mining as percentage of total mining and metals sector exposure | percent | 6 | 34 | |
| HSBC exposure to mining and metals sector as percentage of total wholesale lending | percent | 1 | 1 | 34 |
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 | 2017 | Report Pages |
|---|---|---|---|
| Paper reduction (progress to date) | % | 64 | 30 |
| Waste reduction (progress to date) | % | 60 | 30 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Indicator | Unit | 2025 | 2030 | Report Pages |
|---|---|---|---|---|
| Electricity from renewable sources (final target) | percent | 100 | 29 | |
| Electricity from renewable sources (interim target) | percent | 90 | 29 |
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 | 2017 | Report Pages |
|---|---|---|---|
| Green, social, sustainability bonds facilitated | billion USD | 10.5 | 29 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2016 | 2017 | Report Pages |
|---|---|---|---|---|
| All employees gender diversity, Female % | % | 52 | 24 | |
| Carers (non-parental caring responsibility, HSBC Snapshot survey) | % | 17 | 25 | |
| Employee age band 20-29, Asia | % | 36 | 25 | |
| Employee age band 20-29, Europe | % | 19 | 25 | |
| Employee age band 20-29, Latin America | % | 30 | 25 | |
| Employee age band 20-29, Middle East | % | 25 | 25 | |
| Employee age band 20-29, North America | % | 12 | 25 | |
| Employee age band 30-39, Asia | % | 41 | 25 | |
| Employee age band 30-39, Europe | % | 33 | 25 | |
| Employee age band 30-39, Latin America | % | 43 | 25 | |
| Employee age band 30-39, Middle East | % | 49 | 25 | |
| Employee age band 30-39, North America | % | 29 | 25 | |
| Employee age band 40-49, Asia | % | 16 | 25 | |
| Employee age band 40-49, Europe | % | 26 | 25 | |
| Employee age band 40-49, Latin America | % | 20 | 25 | |
| Employee age band 40-49, Middle East | % | 22 | 25 | |
| Employee age band 40-49, North America | % | 28 | 25 | |
| Employee age band 50-59, Asia | % | 6 | 25 | |
| Employee age band 50-59, Europe | % | 18 | 25 | |
| Employee age band 50-59, Latin America | % | 6 | 25 | |
| Employee age band 50-59, Middle East | % | 4 | 25 | |
| Employee age band 50-59, North America | % | 24 | 25 | |
| Employee age band <20, Asia | % | 1 | 25 | |
| Employee age band <20, Europe | % | 1 | 25 | |
| Employee age band <20, Latin America | % | 1 | 25 | |
| Employee age band >60, Asia | % | 1 | 25 | |
| Employee age band >60, Europe | % | 3 | 25 | |
| Employee age band >60, Latin America | % | 1 | 25 | |
| Employee age band >60, North America | % | 7 | 25 | |
| Employees identifying as ethnic minority | % | 8 | 25 | |
| Employer taxes paid | bn USD | 1.2 | 40 | |
| Group Management Board gender diversity, Female % | % | 8 | 24 | |
| Holdings Board gender diversity, Female % | % | 30 | 24 | |
| Overall ethnicity, Asian | % | 53.9 | 25 | |
| Overall ethnicity, Latin American | % | 6.7 | 25 | |
| Overall ethnicity, White | % | 16.7 | 25 | |
| Overall nationality, British | % | 15.8 | 25 | |
| Overall nationality, Chinese | % | 22 | 25 | |
| Overall nationality, French | % | 4 | 25 | |
| Overall nationality, Indian | % | 16.4 | 25 | |
| Overall nationality, Mexican | % | 6.7 | 25 | |
| Parents of dependent children (HSBC Snapshot survey) | % | 40 | 25 | |
| Percentage of employees believing senior leadership makes decisions that take people like them into consideration | % | 56 | 53 | 22 |
| Percentage of employees feeling confident about HSBC’s future | % | 69 | 72 | 22 |
| Percentage of employees feeling proud to work for HSBC | % | 76 | 76 | 22 |
| Percentage of employees seeing the positive impact of our strategy | % | 61 | 65 | 22 |
| Percentage of employees trusting the senior leadership in their area | % | 68 | 66 | 22 |
| Percentage of employees who would recommend HSBC as a great place to work | % | 63 | 64 | 22 |
| Senior employees gender diversity, Female % | % | 25 | 24 | |
| Senior leadership ethnicity, Asian | % | 26.5 | 25 | |
| Senior leadership ethnicity, Latin American | % | 2.9 | 25 | |
| Senior leadership ethnicity, White | % | 40.8 | 25 | |
| Senior leadership nationality, Australian | % | 2.5 | 25 | |
| Senior leadership nationality, British | % | 34.7 | 25 | |
| Senior leadership nationality, Chinese | % | 8.3 | 25 | |
| Senior leadership nationality, French | % | 6.8 | 25 | |
| Senior leadership nationality, Indian | % | 5.5 | 25 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2016 | 2017 | Report Pages |
|---|---|---|---|---|
| Instances of training courses | million | 11 | 27 | |
| Instructor-led training | 622221 | 27 | ||
| Number of peer-to-peer recognitions made globally | 700000 | 22 | ||
| Percentage of employees who feel conditions in their job allow them to be as productive as they can be | % | 58 | 58 | 22 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2016 | Report Pages |
|---|---|---|---|
| E-Learning completions | million | 5.5 | 27 |
| Training days per FTE | days | 5.5 | 27 |
| Training hours | million | 11 | 27 |
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 | 2016 | 2017 | Report Pages |
|---|---|---|---|---|
| All loans completed under Equator Principles | million USD, number | 24 | 2410 | 34 |
| Project finance advisory services completed under Equator Principles | number | 3 | n/a | 34 |
| Project finance loans completed under Equator Principles | million USD, number | 16 | 10 | 34 |
Description of practices used to identify environmental and social risks along the supply chain, and how they are implemented and monitored.
| Indicator | Unit | 2016 | 2017 | Report Pages |
|---|---|---|---|---|
| Project-related bridge loans completed under Equator Principles | million USD, number | 1 | 34 | |
| Project-related corporate loans completed under Equator Principles | million USD, number | 939 | 7 | 34 |
| Total transactions completed under Equator Principles | million USD, number | 2505 | 2410 | 34 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2016 | 2017 | Report Pages |
|---|---|---|---|---|
| CMB annual complaint volume - Asia Pacific | thousand | 1.2 | 1.1 | 16 |
| CMB annual complaint volume - Canada | thousand | 0.8 | 0.4 | 16 |
| CMB annual complaint volume - Europe | thousand | 6.6 | 4.8 | 16 |
| CMB annual complaint volume - Hong Kong | thousand | 3.2 | 4.1 | 16 |
| CMB annual complaint volume - Latin America | thousand | 1.2 | 1.2 | 16 |
| CMB annual complaint volume - Middle East and North Africa | thousand | 2.4 | 1.8 | 16 |
| CMB annual complaint volume - UK | thousand | 37.8 | 43.1 | 16 |
| CMB annual complaint volume - US | thousand | 0.9 | 1.2 | 16 |
| CMB complaint theme - Branch | 10% | 8% | 16 | |
| CMB complaint theme - Contact centre | 10% | 12% | 16 | |
| CMB complaint theme - Fees, rates and charges | 10% | 7% | 16 | |
| CMB complaint theme - Internet banking | 8% | 6% | 16 | |
| CMB complaint theme - Operations | 25% | 26% | 16 | |
| CMB complaint theme - Others | 32% | 29% | 16 | |
| CMB complaint theme - Processes and procedures | 5% | 12% | 16 | |
| Customer recommendation score - Canada | % of customers providing an 8 or above score out of 10 | 49 | 56 | 10 |
| Customer recommendation score - China | % of customers providing an 8 or above score out of 10 | 91 | 81 | 10 |
| Customer recommendation score - France | % of customers providing an 8 or above score out of 10 | 47 | 68 | 10 |
| Customer recommendation score - Hong Kong | % of customers providing an 8 or above score out of 10 | 39 | 61 | 10 |
| Customer recommendation score - Malaysia | % of customers providing an 8 or above score out of 10 | 79 | 79 | 10 |
| Customer recommendation score - Mexico | % of customers providing an 8 or above score out of 10 | 84 | 92 | 10 |
| Customer recommendation score - Singapore | % of customers providing an 8 or above score out of 10 | 52 | 63 | 10 |
| Customer recommendation score - UAE | % of customers providing an 8 or above score out of 10 | 79 | 88 | 10 |
| Customer recommendation score - UK | % of customers providing an 8 or above score out of 10 | 50 | 62 | 10 |
| Customer recommendation score - US | % of customers providing an 8 or above score out of 10 | 52 | 57 | 10 |
| Customer satisfaction score, Branch, Canada | % | 84 | 82 | 11 |
| Customer satisfaction score, Branch, China | % | 91 | 93 | 11 |
| Customer satisfaction score, Branch, France | % | 74 | 74 | 11 |
| Customer satisfaction score, Branch, Hong Kong | % | 83 | 87 | 11 |
| Customer satisfaction score, Branch, Malaysia | % | 69 | 71 | 11 |
| Customer satisfaction score, Branch, Mexico | % | 89 | 90 | 11 |
| Customer satisfaction score, Branch, Singapore | % | 63 | 73 | 11 |
| Customer satisfaction score, Branch, UAE | % | 69 | 70 | 11 |
| Customer satisfaction score, Branch, UK | % | 86 | 86 | 11 |
| Customer satisfaction score, Branch, US | % | 85 | 87 | 11 |
| Customer satisfaction score, Contact centre, Canada | % | 73 | 66 | 11 |
| Customer satisfaction score, Contact centre, China | % | 96 | 94 | 11 |
| Customer satisfaction score, Contact centre, France | % | 74 | 68 | 11 |
| Customer satisfaction score, Contact centre, Hong Kong | % | 96 | 90 | 11 |
| Customer satisfaction score, Contact centre, Malaysia | % | 70 | 64 | 11 |
| Customer satisfaction score, Contact centre, Mexico | % | 81 | 82 | 11 |
| Customer satisfaction score, Contact centre, Singapore | % | 87 | 88 | 11 |
| Customer satisfaction score, Contact centre, UAE | % | 71 | 66 | 11 |
| Customer satisfaction score, Contact centre, UK | % | 71 | 70 | 11 |
| Customer satisfaction score, Contact centre, US | % | 63 | 72 | 11 |
| Customer satisfaction score, Online banking, Canada | % | 56 | 34 | 11 |
| Customer satisfaction score, Online banking, China | % | 60 | 46 | 11 |
| Customer satisfaction score, Online banking, France | % | 75 | 72 | 11 |
| Customer satisfaction score, Online banking, Hong Kong | % | 63 | 49 | 11 |
| Customer satisfaction score, Online banking, Malaysia | % | 63 | 61 | 11 |
| Customer satisfaction score, Online banking, Mexico | % | 82 | 81 | 11 |
| Customer satisfaction score, Online banking, Singapore | % | 54 | 46 | 11 |
| Customer satisfaction score, Online banking, UAE | % | 70 | 69 | 11 |
| Customer satisfaction score, Online banking, UK | % | 81 | 71 | 11 |
| Customer satisfaction score, Online banking, US | % | 66 | 57 | 11 |
| Customer satisfaction score, Relationship Manager, Canada | % | 86 | 85 | 11 |
| Customer satisfaction score, Relationship Manager, China | % | 77 | 73 | 11 |
| Customer satisfaction score, Relationship Manager, France | % | 68 | 70 | 11 |
| Customer satisfaction score, Relationship Manager, Hong Kong | % | 71 | 71 | 11 |
| Customer satisfaction score, Relationship Manager, Malaysia | % | 67 | 73 | 11 |
| Customer satisfaction score, Relationship Manager, Mexico | % | 93 | 91 | 11 |
| Customer satisfaction score, Relationship Manager, Singapore | % | 62 | 62 | 11 |
| Customer satisfaction score, Relationship Manager, UAE | % | 62 | 66 | 11 |
| Customer satisfaction score, Relationship Manager, UK | % | 75 | 79 | 11 |
| Customer satisfaction score, Relationship Manager, US | % | 80 | 80 | 11 |
| RBWM annual complaint volumes - Canada | thousand | 16.9 | 24.9 | 12 |
| RBWM annual complaint volumes - China | thousand | 3.5 | 4.3 | 12 |
| RBWM annual complaint volumes - France | thousand | 63.9 | 60.2 | 12 |
| RBWM annual complaint volumes - Hong Kong | thousand | 43.3 | 41.5 | 12 |
| RBWM annual complaint volumes - Malaysia | thousand | 10 | 5.5 | 12 |
| RBWM annual complaint volumes - Mexico | thousand | 252.4 | 357.3 | 12 |
| RBWM annual complaint volumes - Singapore | thousand | 6.6 | 10.8 | 12 |
| RBWM annual complaint volumes - UAE | thousand | 32.1 | 26.6 | 12 |
| RBWM annual complaint volumes - UK | thousand | 511.8 | 457.7 | 12 |
| RBWM annual complaint volumes - US | thousand | 47 | 53.8 | 12 |
| RBWM complaint theme - Fees and charges | 12% | 10% | 12 | |
| RBWM complaint theme - Other | 22% | 23% | 12 | |
| RBWM complaint theme - Process and procedures | 36% | 44% | 12 | |
| RBWM complaint theme - Product features and benefits | 3% | 2% | 12 | |
| RBWM complaint theme - Service | 27% | 21% | 12 | |
| RBWM complaints per 1000 customers per month - Canada | 1.8 | 2.7 | 12 | |
| RBWM complaints per 1000 customers per month - China | 0.8 | 0.7 | 12 | |
| RBWM complaints per 1000 customers per month - France | 6.6 | 6 | 12 | |
| RBWM complaints per 1000 customers per month - Hong Kong | 0.7 | 0.7 | 12 | |
| RBWM complaints per 1000 customers per month - Malaysia | 0.8 | 0.5 | 12 | |
| RBWM complaints per 1000 customers per month - Mexico | 3.8 | 4.5 | 12 | |
| RBWM complaints per 1000 customers per month - Singapore | 0.9 | 1.6 | 12 | |
| RBWM complaints per 1000 customers per month - UAE | 7.8 | 6.8 | 12 | |
| RBWM complaints per 1000 customers per month - UK | 3.5 | 3.3 | 12 | |
| RBWM complaints per 1000 customers per month - US | 2.6 | 3.4 | 12 |
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 | 2017 | Report Pages |
|---|---|---|---|---|
| Irrecoverable VAT paid | bn USD | 1.1 | 40 | |
| Total taxes paid | bn USD | 6.8 | 40 | |
| UK bank levy paid | bn USD | 1 | 40 | |
| Whistleblowing cases by business and function line: CMB | percentage | 6% | 7% | 23 |
| Whistleblowing cases by business and function line: GB&M | percentage | 4% | 4% | 23 |
| Whistleblowing cases by business and function line: GPB | percentage | 1% | 2% | 23 |
| Whistleblowing cases by business and function line: Global Functions and HOST | percentage | 33% | 25% | 23 |
| Whistleblowing cases by business and function line: Not specific to one area | percentage | Nil | 10% | 23 |
| Whistleblowing cases by business and function line: RBWM | percentage | 56% | 52% | 23 |
| Whistleblowing cases by theme: Compliance (includes Financial Crime Compliance and Regulatory Compliance) | percentage | 12% | 15% | 23 |
| Whistleblowing cases by theme: Other | percentage | 5% | 6% | 23 |
| Whistleblowing cases by theme: People | percentage | 62% | 63% | 23 |
| Whistleblowing cases by theme: Security and fraud | percentage | 21% | 16% | 23 |
| Whistleblowing cases closed | cases | 1139 | 23 | |
| Whistleblowing cases closed that were substantiated | percentage | 34% | 30% | 23 |
| Whistleblowing cases raised (total) | cases | 1102 | 1585 | 23 |
Description of preventive measures and whistle-blowing procedures, and how they are implemented and monitored.
| Indicator | Unit | 2016 | 2017 | Report Pages |
|---|---|---|---|---|
| Percentage of employees who believe HSBC is genuine in its commitment to encourage colleagues to speak up | % | 72 | 70 | 22 |
| Percentage of employees who feel able to speak up when they see behaviour which they think is wrong | % | 76 | 74 | 22 |
| Withholding taxes paid | bn USD | 0.2 | 40 |
Description of anti-corruption training provided to directors and staff.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Number of Relationship Managers and Team Leaders participating in financial crime programme (Commercial Banking) | 6500 | 22 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2017 | 2025 | Report Pages |
|---|---|---|---|---|
| Other taxes paid | bn USD | 0.4 | 40 | |
| Sustainable development goal bond issued | billion USD | 1 | 29 | |
| Sustainable finance and investment commitment | billion USD | 100 | 29 | |
| Tax on profits paid | bn USD | 2.9 | 40 | |
| Taxes collected in Asia | bn USD | 2.8 | 40 | |
| Taxes collected in Latin America | bn USD | 1.8 | 40 | |
| Taxes collected in North America | bn USD | 1.1 | 40 | |
| Taxes collected in Other regions | bn USD | 0.2 | 40 | |
| Taxes collected in Rest of Europe | bn USD | 0.8 | 40 | |
| Taxes collected in UK | bn USD | 1.4 | 40 | |
| Taxes paid in Asia | bn USD | 2.3 | 40 | |
| Taxes paid in Latin America | bn USD | 0.5 | 40 | |
| Taxes paid in MENA | bn USD | 0.4 | 40 | |
| Taxes paid in North America | bn USD | 0.3 | 40 | |
| Taxes paid in Rest of Europe | bn USD | 0.6 | 40 | |
| Taxes paid in UK | bn USD | 2.7 | 40 | |
| Total taxes collected | bn USD | 8.1 | 40 | |
| Total value of peer-to-peer recognitions made globally | million USD | 10 | 22 |
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 |
|---|---|
| Total GHG Emissions | % |
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 | 2017 |
|---|---|---|
| Non-Hazardous Waste Intensity Reduction Percentage Compared to Last Year | % | 60 |
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 | percent of electricity consumption |
| Purchased Electricity Intensity (By FTE) | percent decrease since 2016 |
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 | 2017 |
|---|---|---|
| Investment in Climate Change Management | billion USD | 10.5 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2016 | 2017 |
|---|---|---|---|
| Number of Female Employees | |||
| Number of Male Employees | |||
| Percentage of Employees in Asia | % | 100 | |
| Percentage of Employees in Europe | % | 19 | |
| Percentage of Employees in Latin America | % | 30 | |
| Percentage of Employees in Middle East | % | 25 | |
| Percentage of Employees in North America | % | 12 | |
| Percentage of Female Employees | % | 52 | 52 |
| Percentage of Male Employees | % | 48 | 48 |
| Percentage of Senior Management Employees | % | 25 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2016 | 2017 |
|---|---|---|---|
| Percentage of Employees Trained | % | 58 | 58 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2016 |
|---|---|---|
| Total Training Hours | million | 11 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2016 | 2017 |
|---|---|---|---|
| Complaint Growth Rate | % | 9.1 | |
| Total Number of Customer Complaints | thousand | 677.1 | 738.7 |
Description of anti-corruption training provided to directors and staff.
| Standard Indicator | Unit | 2017 |
|---|---|---|
| Number of People Participated in Ethical Standards and Anti-corruption Training | 6500 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2017 |
|---|---|---|
| Estimated Value of Employee Volunteer Hours | million USD | 10 |