Environmental, Social and Governance 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 | 2018 | Report Pages |
|---|---|---|---|
| CO2 emissions per FTE | tonnes/FTE | 2 | 34 |
| Total CO2 emissions | tonnes | 559000 | 34 |
Total non-hazardous waste produced (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 | Report Pages |
|---|---|---|---|---|---|---|---|---|---|---|
| % of office waste recycled | % | 15 | 23 | 33 | 42 | 50 | 58 | 61 | 61 | 35 |
| % reduction of office waste from 2011 baseline | % | 20 | 30 | 40 | 50 | 55 | 60 | 63 | 35 | |
| Office waste not recycled | tonnes | 60000 | 50000 | 40000 | 35000 | 30000 | 25000 | 20000 | 15000 | 35 |
| Office waste recycled | tonnes | 10000 | 15000 | 20000 | 25000 | 30000 | 35000 | 40000 | 40000 | 35 |
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 | 2018 | Report Pages |
|---|---|---|---|
| Total waste reduction from 2011 baseline | % | 63 | 35 |
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 | 2017 | 2018 | Report Pages |
|---|---|---|---|---|
| Breakdown of electricity consumption by region - Asia - Other electricity | % | 10 | 35 | |
| Breakdown of electricity consumption by region - Asia - Renewable electricity sourced through PPA | % | 40 | 35 | |
| Breakdown of electricity consumption by region - Europe - Other electricity | % | 10 | 35 | |
| Breakdown of electricity consumption by region - Europe - Renewable electricity sourced through PPA | % | 20 | 35 | |
| Breakdown of electricity consumption by region - Latin America - Other electricity | % | 5 | 35 | |
| Breakdown of electricity consumption by region - Latin America - Renewable electricity sourced through PPA | % | 10 | 35 | |
| Breakdown of electricity consumption by region - Middle East (includes Turkey) - Other electricity | % | 5 | 35 | |
| Breakdown of electricity consumption by region - Middle East (includes Turkey) - Renewable electricity sourced through PPA | % | 5 | 35 | |
| Breakdown of electricity consumption by region - North America - Other electricity | % | 10 | 35 | |
| Breakdown of electricity consumption by region - North America - Renewable electricity sourced through PPA | % | 10 | 35 | |
| Percentage of electricity consumption contracted through power purchase agreements (PPAs) | % | 27 | 29 | 35 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2018 | 2019 | Report Pages |
|---|---|---|---|---|
| Employer taxes | m | 1068 | 44 | |
| Senior leadership women representation | % | 28.2 | 26 | |
| Senior leadership women representation target | % | 29 | 26 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2015 | 2018 | Report Pages |
|---|---|---|---|---|
| Scorecards for front-line employees balanced with a maximum of variable pay related to performance | maximum | 20% | 50% | 15 |
Number of suppliers by geographical region.
| Indicator | Unit | 2018 | Report Pages |
|---|---|---|---|
| Bank levy | m | 1135 | 44 |
| Percentage of total wholesale loans and advances to customers and banks in automotive sector | % | 3.4 | 32 |
| Percentage of total wholesale loans and advances to customers and banks in building and construction sector | % | 3.8 | 32 |
| Percentage of total wholesale loans and advances to customers and banks in chemicals sector | % | 3.9 | 32 |
| Percentage of total wholesale loans and advances to customers and banks in metals and mining sector | % | 2.8 | 32 |
| Percentage of total wholesale loans and advances to customers and banks in oil and gas sector | % | 3.9 | 32 |
| Percentage of total wholesale loans and advances to customers and banks in power and utilities sector | % | 3 | 32 |
| Percentage of total wholesale loans and advances to customers and banks in six high transition risk sectors (total) | % | 20.8 | 32 |
| Total wholesale loans and advances to customers and banks | bn | 686 | 32 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2017 | 2018 | Report Pages |
|---|---|---|---|---|
| CMB annual complaint volumes - Asia-Pacific | thousand complaints | 1.1 | 0.9 | 15 |
| CMB annual complaint volumes - Canada | thousand complaints | 0.4 | 0.7 | 15 |
| CMB annual complaint volumes - Europe | thousand complaints | 4.8 | 3 | 15 |
| CMB annual complaint volumes - Hong Kong | thousand complaints | 4.1 | 4.9 | 15 |
| CMB annual complaint volumes - Latin America | thousand complaints | 1.2 | 2.3 | 15 |
| CMB annual complaint volumes - Middle East and North Africa | thousand complaints | 1.8 | 1.5 | 15 |
| CMB annual complaint volumes - UK | thousand complaints | 43.1 | 62.8 | 15 |
| CMB annual complaint volumes - US | thousand complaints | 1.2 | 1.8 | 15 |
| Complaints due to account opening (share of total complaints) | 7% | 15 | ||
| Complaints due to dissatisfaction with requests for additional personal and business information (share of total complaints) | 27% | 15 | ||
| Complaints due to operational complaints (share of total complaints) | 25% | 15 | ||
| Customer recommendation score - Canada | % | 66 | 10 | |
| Customer recommendation score - France | % | 73 | 10 | |
| Customer recommendation score - Hong Kong | % | 71 | 10 | |
| Customer recommendation score - Mainland China | % | 84 | 10 | |
| Customer recommendation score - Malaysia | % | 78 | 10 | |
| Customer recommendation score - Mexico | % | 91 | 10 | |
| Customer recommendation score - Singapore | % | 75 | 10 | |
| Customer recommendation score - UAE | % | 87 | 10 | |
| Customer recommendation score - UK | % | 75 | 10 | |
| Customer recommendation score - US | % | 67 | 10 | |
| Customer satisfaction - Branch - Canada | % | 84 | 10 | |
| Customer satisfaction - Branch - France | % | 78 | 10 | |
| Customer satisfaction - Branch - Hong Kong | % | 87 | 10 | |
| Customer satisfaction - Branch - Mainland China | % | 94 | 10 | |
| Customer satisfaction - Branch - Malaysia | % | 76 | 10 | |
| Customer satisfaction - Branch - Mexico | % | 89 | 10 | |
| Customer satisfaction - Branch - Singapore | % | 74 | 10 | |
| Customer satisfaction - Branch - UAE | % | 74 | 10 | |
| Customer satisfaction - Branch - UK | % | 88 | 10 | |
| Customer satisfaction - Branch - US | % | 88 | 10 | |
| Customer satisfaction - Contact centre - Canada | % | 76 | 10 | |
| Customer satisfaction - Contact centre - France | % | 69 | 10 | |
| Customer satisfaction - Contact centre - Hong Kong | % | 93 | 10 | |
| Customer satisfaction - Contact centre - Mainland China | % | 92 | 10 | |
| Customer satisfaction - Contact centre - Malaysia | % | 65 | 10 | |
| Customer satisfaction - Contact centre - Mexico | % | 80 | 10 | |
| Customer satisfaction - Contact centre - Singapore | % | 87 | 10 | |
| Customer satisfaction - Contact centre - UAE | % | 68 | 10 | |
| Customer satisfaction - Contact centre - UK | % | 76 | 10 | |
| Customer satisfaction - Contact centre - US | % | 54 | 10 | |
| Customer satisfaction - Online banking - Canada | % | 58 | 10 | |
| Customer satisfaction - Online banking - France | % | 70 | 10 | |
| Customer satisfaction - Online banking - Hong Kong | % | 47 | 10 | |
| Customer satisfaction - Online banking - Mainland China | % | 54 | 10 | |
| Customer satisfaction - Online banking - Malaysia | % | 61 | 10 | |
| Customer satisfaction - Online banking - Mexico | % | 81 | 10 | |
| Customer satisfaction - Online banking - Singapore | % | 47 | 10 | |
| Customer satisfaction - Online banking - UAE | % | 69 | 10 | |
| Customer satisfaction - Online banking - UK | % | 80 | 10 | |
| Customer satisfaction - Online banking - US | % | 64 | 10 | |
| Customer satisfaction - Relationship manager - Canada | % | 85 | 10 | |
| Customer satisfaction - Relationship manager - France | % | 76 | 10 | |
| Customer satisfaction - Relationship manager - Hong Kong | % | 74 | 10 | |
| Customer satisfaction - Relationship manager - Mainland China | % | 74 | 10 | |
| Customer satisfaction - Relationship manager - Malaysia | % | 72 | 10 | |
| Customer satisfaction - Relationship manager - Mexico | % | 78 | 10 | |
| Customer satisfaction - Relationship manager - Singapore | % | 71 | 10 | |
| Customer satisfaction - Relationship manager - UAE | % | 67 | 10 | |
| Customer satisfaction - Relationship manager - UK | % | 80 | 10 | |
| Customer satisfaction - Relationship manager - US | % | 80 | 10 | |
| GPB annual complaint volumes - Hong Kong | 8 | 22 | 19 | |
| GPB annual complaint volumes - Rest of Asia | 10 | 13 | 19 | |
| GPB annual complaint volumes - Rest of EMEA | 294 | 276 | 19 | |
| GPB annual complaint volumes - UK | 70 | 46 | 19 | |
| GPB annual complaint volumes - US | 196 | 193 | 19 | |
| Number of trades sampled for sales suitability | 3200 | 19 | ||
| Percentage of complaints resolved in the same or next working day (excluding PPI complaints) | % | 77 | 11 | |
| Percentage of complaints resolved within five working days (excluding PPI complaints) | % | 86 | 11 | |
| Percentage of sampled trades with advice in line with standards (Sales suitability) | % | 93% | 19 | |
| RBWM complaint volumes - Canada | Complaints per 1000 customers per month | 2.7 | 3.1 | 11 |
| RBWM complaint volumes - France | Complaints per 1000 customers per month | 6 | 4.7 | 11 |
| RBWM complaint volumes - Hong Kong | Complaints per 1000 customers per month | 0.7 | 0.5 | 11 |
| RBWM complaint volumes - Mainland China | Complaints per 1000 customers per month | 0.2 | 0.3 | 11 |
| RBWM complaint volumes - Malaysia | Complaints per 1000 customers per month | 0.7 | 0.7 | 11 |
| RBWM complaint volumes - Mexico | Complaints per 1000 customers per month | 4.5 | 5.3 | 11 |
| RBWM complaint volumes - Singapore | Complaints per 1000 customers per month | 1.6 | 1.4 | 11 |
| RBWM complaint volumes - UAE | Complaints per 1000 customers per month | 6.8 | 5.6 | 11 |
| RBWM complaint volumes - UK | Complaints per 1000 customers per month | 4.3 | 4 | 11 |
| RBWM complaint volumes - US | Complaints per 1000 customers per month | 3.4 | 3.9 | 11 |
| Share of complaints from France customers | 3% | 15 | ||
| Share of complaints from UK customers | 81% | 15 | ||
| Share of complaints from US customers | 2% | 15 | ||
| Top complaint categories - Account opening | 7% | 15 | ||
| Top complaint categories - Branch | 4% | 15 | ||
| Top complaint categories - Contact centre | 6% | 15 | ||
| Top complaint categories - Fees, rates and charges | 7% | 6% | 15 | |
| Top complaint categories - Internet banking | 4% | 15 | ||
| Top complaint categories - Operations | 26% | 25% | 15 | |
| Top complaint categories - Others | 24% | 21% | 15 | |
| Top complaint categories - Processes and procedures | 12% | 27% | 15 | |
| Total corporate customer complaints resolved | complaints | 77892 | 15 |
Description of consumer data protection and privacy policies, and how they are implemented and monitored.
| Indicator | Unit | 2018 | Report Pages |
|---|---|---|---|
| Overdraft alerts sent to UK customers | million | 26 | 11 |
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 | 2018 | Report Pages |
|---|---|---|---|
| Irrecoverable VAT | m | 1074 | 44 |
Description of preventive measures and whistle-blowing procedures, and how they are implemented and monitored.
| Indicator | Unit | 2018 | Report Pages |
|---|---|---|---|
| Withholding taxes | m | 276 | 44 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2018 | Report Pages |
|---|---|---|---|
| Tax on profits | m | 3141 | 44 |
| Taxes collected – Hong Kong | m | 162 | 44 |
| Taxes collected – India | m | 122 | 44 |
| Taxes collected – Latin America | m | 1148 | 44 |
| Taxes collected – Middle East and North Africa | m | 118 | 44 |
| Taxes collected – Rest of Asia-Pacific | m | 2741 | 44 |
| Taxes collected – Rest of Europe | m | 820 | 44 |
| Taxes collected – Rest of North America | m | 261 | 44 |
| Taxes collected – Switzerland | m | 41 | 44 |
| Taxes collected – UK | m | 1398 | 44 |
| Taxes collected – US | m | 835 | 44 |
| Taxes paid – Hong Kong | m | 1398 | 44 |
| Taxes paid – India | m | 384 | 44 |
| Taxes paid – Latin America | m | 281 | 44 |
| Taxes paid – Middle East and North Africa | m | 233 | 44 |
| Taxes paid – Rest of Asia-Pacific | m | 960 | 44 |
| Taxes paid – Rest of Europe | m | 693 | 44 |
| Taxes paid – Rest of North America | m | 237 | 44 |
| Taxes paid – Switzerland | m | 113 | 44 |
| Taxes paid – UK | m | 2693 | 44 |
| Taxes paid – US | m | 162 | 44 |
| Total taxes paid on behalf of governments | m | 7600 | 44 |
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 | 2018 |
|---|---|---|
| Total GHG Emissions | tonnes | 559000 |
| Total GHG Emissions Intensity (By FTE) | tonnes/FTE | 2 |
Total non-hazardous waste produced (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 |
|---|---|---|---|---|---|---|---|---|---|
| Non-Hazardous Waste (Office Waste) | tonnes | 60000 | 50000 | 40000 | 35000 | 30000 | 25000 | 20000 | 15000 |
| Recycling Rate of Non-Hazardous Waste | % | 15 | 23 | 33 | 42 | 50 | 58 | 61 | 61 |
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 | 2018 |
|---|---|---|
| Non-Hazardous Waste Intensity Reduction Percentage Compared to Last Year | % | 63 |
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 | 2017 | 2018 |
|---|---|---|---|
| Percentage of Renewable Energy Consumption | % | 27 | 29 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit |
|---|---|
| Percentage of Female Employees | % |
| Percentage of Male Employees | % |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2017 | 2018 |
|---|---|---|---|
| Complaints Handling Rate | % | 86 | |
| Number of Complaints Dealt with | complaints | 77892 | |
| Total Number of Customer Complaints | thousand complaints | 58.5 | 77.9 |