expectations
At HDFC Bank, we engage with our stakeholders to understand and respond to their expectations and concerns. This provides valuable insights that help us shape our priorities and strategy. We have a well-defined process to identify and prioritise our major stakeholders, based on their involvement with and value to the organisation.
Customers 
Through our 6,342 branches and 18,130 ATMs/ CDMs, we serve over 7.1 Crore customers. Further, we are enhancing our disability-inclusive infrastructure and services. All our ATMs are equipped with a voice-guided system and a Braille keypad for the visually challenged. We are also increasingly setting them up in locations with ramps to enable access to wheelchair-bound customers. At present, 850 of our locations, including branches and ATMs, are equipped with ramps. We assess all our premises and install ramps wherever feasible.
Modes of engagement
- Online and postal communication
- Customer satisfaction surveys
- Feedback from customers
- Regular interactions with customers
Frequency
Continuous
Key concerns and expectations
- Ease of transacting across channels
- Innovative technology applications
- Data security
- Advanced analytics
Response and mitigation
- New products enabled by our digitisation strategy
- Making personalised recommendations with a Virtual Relationship Manager (VRM)
- IEC activities on data security and privacy
Employees 
Our 1.4 Lakh+ employees come from a wide range of socioeconomic and educational backgrounds, allowing us to provide highly personalised experiences to our consumers. We are committed to building a culture of inclusiveness, diversity, growth, progression, and well-being.
Modes of engagement
- Employee on-ground and virtual connect by Human Resources
- Leadership and manager connect
- Feedback surveys
- Employee connect initiatives like talent hunt, wellness initiatives etc. some of which also include their families
Frequency
On-going/ periodic
Key concerns and expectations
- Employee engagement
- Employee wellness and safety
- Learning and development
Response and mitigation
- Maintain high-level of ongoing employee connect and periodically obtain feedback through dipsticks and surveys
- Focus on various aspects of employee wellness through the HDFC Bank Cares’ initiative
- Strengthen focus on L&D (Learning & Development) by offering best-in-class learning resources and leveraging technology for enabling learner-led anytime, anywhere learning
Suppliers 
We collaborate closely with our suppliers to encourage them to add value beyond the economic bottom line, in order to integrate environmental and social concerns more effectively. Through our ESG policy framework, we strive to ensure that our vendors and suppliers abide by labour laws and human rights.
Modes of engagement
- Regular meetings
- Phone calls and surveys
Frequency
Continuous/annual performance review
Key concerns and expectations
- Partnership
- Governance and ethical practices
Response and mitigation
- Ensure timely payment for services
- Whistle Blower Policy to ensure good practices
WASTE REDUCTION
IMPROVEMENT IN EFFICIENCY & GHG REDUCTION
HUMAN RIGHTS AND LABOUR PRACTICES
Regulatory Bodies 
We ensure adherence to compliance standards set by the regulatory bodies. We also place great emphasis on Direct Benefit Transfer (DBT) to ensure beneficiary coverage under government programmes such as MGNREGA, PMAY and PMKSY, among others.
Modes of engagement
- Regular meetings
- Policy updates and ministry directives
- Mandatory filings with key regulators
Frequency
Continuous
Key concerns and expectations
- Compliance
- Social security schemes
- Relevant national mandates
Response and mitigation
- Compliance and ethics oriented culture including formulation of relevant policy frameworks and enforcement thereof
- Awareness generation on the mandates by the Government of India
Investors/Shareholders 
We continued to generate value for our 21 Lakh+ shareholders. In FY22, our basic earnings per share stood at `66.8.
Modes of engagement
- Quarterly reports and press releases
- Investor meets, earnings calls and Annual General Meetings (AGMs)
Frequency
Quarterly, annual
Key concerns and expectations
- Compliance
- Governance and ethical practices
- Economic performance
Response and mitigation
- Policies and demonstration of responsible business conduct
*As on March 31, 2022
Community 
We continue to fine-tune our community development strategy and have set goals and sub-goals within the identified thematic areas. HDFC Bank Parivartan, our umbrella CSR brand, seeks to bring about sustainable change in the lives of the less privileged sections of the society, by empowering them and bringing them into the national mainstream. It has so far potentially made a difference to over 9.6 Crore+ lives.
Modes of engagement
- Regular meetings
- Focus group discussions
- Project monitoring and reviews
Frequency
Continuous/annual performance review
Key concerns and expectations
- Training and inclusive growth
- Financial literacy
Response and mitigation
- Holistic rural development programme
- Sustainable livelihood initiative
- Financial literacy camps
