Company: HBCYF
Filing Date: 2025-02-20
Form Type: 20-F
Source: 0001089113-25-000040
Chunk: 137

Company: HSBC HOLDINGS PLC
Filing Date: 2025-02-20
Form: 20-F
Chunk 137
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 of corporate human rights data available to investors and the transparency of human rights assessment criteria. This initiative seeks to address the industry-wide challenges commonly cited, including lack of transparent ESG ratings methodologies by commercial data providers and insufficient inclusion of human rights data. For HSBC Asset Management’s Stewardship Plan, see: www.assetmanagement.hsbc.co.uk/ en/institutional-investor/about-us/responsible- investing/-/media/files/attachments/uk/policies/ stewardship-plan-uk.pdf.

| Measuring effectiveness                                                                                                                                         |        |       |
| Metric                                                                                                                                                          |   2024 |  2023 |
| Contracted suppliers who either confirmed adherence to the code ofconduct or provided their own alternative that was accepted by ourGlobal Procurement function |  96.7% |   95% |
| Employees who have received training on one or more aspects of humanrights                                                                                      | 11,884 | 8,176 |
| For further inclusion metrics, see page62in this ESG review.                                                                                                    |        |       |

Supporting those impacted and those potentially at risk We continued to expand our Survivor Bank programme, which has now supported over 3,500 (a more than 15% increase since last year) survivors of modern slavery and human trafficking in the UK. Our Wealth and Personal Banking team continues to deliver training to raise awareness of modern slavery, enabling employees to spot signs of abuse and escalate their concerns through established channels. In addition, our customer-facing employees globally are trained to identify and support vulnerable customers as part of their induction training. For further details of our work to support vulnerable communities, see page 69 . Effectiveness The table below includes some indicative metrics we use to measure year-on-year improvement to our human rights processes.

| HSBC Holdings plcAnnual Report on Form 20-F | 75 |

Customer experience We remain committed to improving customers’ experiences. In 2024, we gathered feedback from over one million customers across our three global businesses to help us understand our strengths and the areas we need to focus on. We were ranked among the top three banks or improved our ranking against our competitors in 58% of our six key markets across WPB and CMB 1 in line with 2023.

Customer satisfaction Listening to drive improvement We have continued to embed our feedback system so we can better listen, learn and act on customer feedback. We use the net promoter score (‘NPS’) and customer satisfaction to provide a consistent measure of our performance. NPS is