HSBC Investor Day Presentation Deck
Customer experience improving but more to do
FY21 performance
Customer satisfaction (as measured through NPS), reached its highest level
for the HSBC 'Red Brand' in 2H21, since implementing this system
Overall NPS score, HSBC 'Red Brand'
+4
1.
1H19
+3
2H19
first direct
+5
HSBC 'Red Brand'
1H20
0
2H20
NPS market position¹ (incl. digital only challengers), FY21
+6
1H21
Further improvement required in our relative position for 'Red Brand' vs.
peers. Position of first direct remains strong
Market position is calculated after excluding institutions that do not provide full banking services
+12
2H21
10th
Intro
2nd
1|
Strategic priorities, 2022-2023
3
CMB
4
WPB
5
COO
2 Increase channel accessibility and ease
Build emotional (brand) equity
Risk
Simplify everyday journeys
Empower people for the moments that matter
Improve product satisfaction
Finance
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