HSBC Investor Day Presentation Deck

40 1. 30 2. 20 Market-leading customer experience scores in Corporate with improvements now emerging in the SME business which should support future uplift in scores UK CMB Net Promoter Score (NPS) by segment¹ 10 -10 0 -20 Pre Covid-19 - 36 - 35 -13 4Q19 1Q20 2020 3Q20 4Q20 1Q21 2Q21 3Q21 4Q21 Large Corporate² Mid Market3³ Business Banking³ Small Business³ Corporate extended market-leading positions SME saw declines through Covid-19, but improvements are now emerging in Small Business Banking which should support a future uplift in scores -15 1Q22 Small Business, Business Banking, Mid Market Rolling 12 month NPS scores from quarterly Savanta data (see footnote 3). Large Corporate scores from annual Coalition Greenwich survey (see footnote 2) with the quarterly position shown for presentational purposes only Coalition Greenwich 2021 UK Middle Market Banking study, interviews conducted with 90 corporates with £300m-£1bn in turnover between September 2021 and February 2022 Intro 3. Large Corporate² Mid Market³ CMB SME WPB COO Risk Finance #1 in the market for: Overall penetration, with 64% across all relationships Lead bank status; 40% consider HSBC their lead bank Strategic advice; 58% want to share their strategic thinking with HSBC Providing advice in the event of significant challenges #1 in the market for: Being considered innovative and forward thinking Making finance available Most capable of supporting UK businesses trade overseas Leading scores in key areas spanning: Relationship Director satisfaction Having flexible products and services Online satisfaction and 'making banking easy for your business' NPS Operational pressures from supporting new-to-bank BBLS customers Support shifted from proactive value-add to reactive Capacity has been added to the telephony channel through additional onshore and offshore resource MarketVue Business Banking from Savanta YE Q1 2022 data spanning £10-£250m turnover companies. Data weighted by region and turnover to be representative of businesses in Great Britain 26

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