¹ Parentheses around numbers represent an adverse variance.
² Details of the principles for calculating new business are included in the embedded value report in 2019. New business value and new business margin are calculated after the effect of non-controlling interests, whereas APE is presented before non-controlling interests.
³ Including investment cash.
⁴ Calculated on average Group investments.
⁵ Estimated Swiss Solvency Test (SST) ratio as of January 1, 2021, has been calculated based on the Group’s Internal Model, which has been approved by the Swiss Financial Market Supervisory Authority FINMA. The SST ratio as of January 1 has to be filed with FINMA by end of April each year and is subject to review by FINMA. FINMA agreed to the use of standard yield curves for the main currencies to calculate the SST, starting end of Q1 2020. The ratio as of January 1, 2020 has been re-calculated on the same basis for disclosure purposes in order to allow better comparison.
⁶ Shareholders’ equity used to determine ROE and BOPAT ROE is adjusted for net unrealized gains/(losses) on available-for-sale investments and cash flow hedges.

¹ In 2020, Zurich interviewed over one million customers (including Zurich Santander) in 25 countries through its Net Promoter System (NPS) program.

Our global Net Promoter System (NPS) program provides us with insights on how to attract new customers – as well as retain existing ones – by creating excellent customer experiences. Ultimately, the aim is to increase the share of promoters we have among our customers. We measure NPS by sending surveys to our customers across 25 countries and are now covering 90 percent of our business (in revenue terms). We always close the loop with our detractors – a process in which all of our executives are also involved.

Notes: Bolivia and the Farmers Exchanges are not in scope of any above key performance indicators (KPIs). The Farmers Exchanges are owned by their policyholders. Farmers Group, Inc., a wholly owned subsidiary of the Zurich Insurance Group, provides certain non-claims services and ancillary services to the Farmers Exchanges as attorney-in-fact and receives fees for its services.
¹Turnover figures only consider regular and inpatriate employees.
²Technical functions include Claims, Underwriting and Risk Engineering.
³ Group-wide feedback channels include organization health surveys, employee net promoter scores (ENPS) and any other Group-wide feedback channels. This KPI refers to the average participation rate in the two occurrences of the employee net promoter score survey in 2019, while in 2020 it refers to the single survey that was carried out due to the pandemic.
⁴ ENPS is calculated as the average of the two surveys carried out during the year in 2019, and based on the single survey for 2020, measuring employee loyalty through the likelihood to recommend the company as a place to work. ENPS is based on the methodology of measuring and improving customer satisfaction and loyalty (transaction NPS and relationship NPS) which Zurich uses as a successful method to retain customers.

Notes: Zurich Insurance Group and its employees are contributing through fundraising, volunteering and cash contributions apart from the community investment activities carried out by the Z Zurich Foundation. All figures exclude Farmers Exchanges. Zurich Insurance Group has no ownership interest in the Farmers Exchanges. Farmers Group, Inc., a wholly owned subsidiary of the Group, provides certain non-claims services and ancillary services to the Farmers Exchanges as attorney-in-fact and receives fees for its services.
¹ Mostly includes Zurich employees’ fundraising and donations. As the share of the Zurich business units’ matching becomes negligible, the split of these two sub-categories is no longer reflected.
² 2019 figures have been restated to exclude volunteering by Farmers Exchanges employees.
³ The increase in cash contributions in 2020 is mainly driven by a one-off donation to the COVID-19 Support Fund in UK.
⁴ Starting from 2019, contributions cover the total charitable donations made by various legal entities of the Zurich Insurance Group to the Z Zurich Foundation on a cash-out basis. The donation amounted to CHF 40 million in 2019 and 2020.

¹ The United Nations-supported Principles for Responsible Investment (PRI).
² Including assets managed by Zurich.
³ Impact investments in 2020 consisted of: green bonds (USD 3.8 billion), social and sustainability bonds (USD 904 million), investments committed to private equity funds (USD 189 million, thereof 64 percent drawn down) and impact infrastructure private debt (USD 904 million).
⁴ The investment portfolio is calculated on a market basis, and is different from the total Group investments reported in the consolidated financial statements, which is calculated on an accounting basis and doesn’t include cash and cash equivalents.

¹ Scope includes real estate investments in Switzerland (40 percent of global direct real estate investment value). Buildings in the real estate investment portfolio are largely not used by Zurich. The data are based on meter readings and energy supplier information and are heating degree adjusted.
² CO2e emissions per employee data 2020 will be available in Q2 2021, and Impact of real estate investment data 2020 will be available in Q1 2022.
³ Includes emissions from own-use real estate (electricity and heat), from air travel, rail and cars (rental cars and car fleet).

Total tax contributions¹ 2019²

¹ Numbers based on IFRS excluding deferred income tax.
² Tax contributions for 2020 will be available in Q2 2021.

Top 20 countries with the highest total tax contribution¹ in 2019

¹ These countries contribute to more than 96% of Zurich’s revenue.

The balance between ‘total tax collected’ and ‘tax borne by shareholders’ varies between regions and countries due to Zurich’s local footprint but also due to different characteristics of the various tax jurisdictions in which Zurich operates.