AmazonScience/document-haystack

1ESG review2Governance3Acting responsibly4We remain committed to high standards of governance.  5We work alongside our regulators and recognise our  6contribution to building healthy and sustainable societies.7At a glance8Our relationship9We act on our responsibility to run our 10business in a way that upholds high standards 11of corporate governance. 12Customer experience is at the heart of how 13we operate. It is imperative that we treat 14our customers well, that we listen, and that 15we act to resolve complaints quickly and 16fairly. We measure customer satisfaction 17through net promoter scores across each 18of our global businesses, listen carefully to 19customer feedback so we know where we 20need to improve, and take steps to do this. Our 21customer satisfaction performance improved 22in many markets in which we operate, 23although we still have work to do to improve 24our rank position against competitors.25We are committed to working with our 26regulators to manage the safety of the 27financial system, adhering to the spirit and the 28letter of the rules and regulations governing 29our industry. 30We strive to meet our responsibilities to 31society, including through being transparent 32in our approach to paying taxes. We also seek 33to ensure we respect global standards on 34human rights in our workplace and our supply 35chains, and continually work to improve our 36compliance management capabilities.37 For further details of our corporate  38governance, see our corporate governance 39re40port on page 238.41In this section42Setting high 43standards of 44governance 45How ESG is governed We expect that our approach to ESG governance is likely to continue 46to develop, in line with our evolving approach to ESG matters and 47stakeholder expectations.48 Page 8849Human rights Our respect for  50human rights51We have continued to raise awareness and develop our 52understanding of our salient human rights issues.53 Page 8954Customer 55experience56Customer satisfaction While we are ranked in the top three banks against our competitors in 5758% of our key markets across WPB and CMB, we still have work to 58do to improve our rank position against competitors59 Page 9160How we listen We aim to be open and transparent in how we track, record and 61manage complaints.62 Page 9263In64tegrity, conduct 65and fairness66Safeguarding the67financial system68We have continued our efforts to combat financial crime and reduce 69its impact on our organisation, customers and communities that  70we serve.71 Page 9472Whistleblowing Our global whistleblowing channel, HSBC Confidential, allows our 73colleagues and other stakeholders to raise concerns confidentially.74 Page 9475A responsible  76approach to tax77We seek to pay our fair share of tax in all jurisdictions in which  78we operate.79 Page 9580Conduct: Our product 81responsibilities82Our conduct approach guides us to do the right thing and to focus on 83the impact we have on our customers and the geographies in which 84we operate.85 Page 9686Our approach with87our suppliers88We require suppliers to meet our third-party risk compliance 89standards and we assess them to identify any financial  90stability concerns.91 Page 9692Safeguarding data Data privacy We are committed to protecting and respecting the data we hold and 93process, in accordance with the laws and regulations of the markets 94in which we operate.95 Page 9796Cybersecurity We invest in our business and technical controls to help prevent, 97detect and mitigate cyber threats.98 Page 9899HSBC Holdings plc Annual Report and Accounts 2023 87100Governance101The secret sport is "surfing".