NPS Intelligence (beta)

…Threshold (40% below target) Target Maximum (40% above target) $1,922 $3,204 $4,486 score 0% 100% 200% Customer 5% Relationship net promoter score (rNPS) Measures customer loyalty and advocacy +27.3 78% 4% Threshold (10 pts below target) Target…

…and variable annuities (“VA”) businesses (2),(3) 9% 10% <15% Straight-through-processing (“STP”) (6) 90% 89% 88% Net promoter score (“NPS”) 27 27 37 Core earnings contribution from Asia region (2),(3) 47% 41% 50% Employee engagement (quartile) (7)…

This success has been supported by productivity gains as well as improving the customer experience, where our net promoter score improved from negative-2 in 2017 to positive-57 today.

Our investment in digital capabilities, like generative AI (GenAI), contributed to a record-high relationship net promoter score (rNPS) of 27, up 4 points from last year.

We also made significant progress towards our digital, customer leadership ambition, achieving a record high Net Promoter Score and generating over $ 600 million of benefits 9 from our initiatives globally in 2024.

The goals for our stakeholders are: Customers Improve Net Promoter Score (“NPS”) by +36 points and delight customers 1 Team Engage our team — achieve top quartile engagement 2 Shareholders Deliver top quartile returns 3 Community Deliver on our Impact…

Our relationship NPS score is now at an all-time high of 25 and our STP has now exceeded our 2025 target of 88%. We also continue to invest in helping our customers' health and well-being.

2 Net promoter score (“NPS”). 3 Compared with registration in May 2024, prior to the soft launch of the app in June 2024.

…75% of core earnings from highest potential businesses 4 by 2025, 50% of core earnings from Asia region 5 by 2027, a Net Promoter Score of 37 by 2027, 88% of straight-through-processing 6 by 2025, and a top quartile employee engagement score 7 .

New business value and relationship net promoter score (rNPS), although improved compared to the prior year’s results, were below target. Performance criteria and ranges were set at the beginning of each year, aligned with our board-approved business plan.

As a result of these and other actions, we've seen a 22-point increase in our Net Promoter Score since 2017, and we are leading or on par with our peers across the majority of our business lines.

…2 2023 2022 2018 2017 2025 Net promoter score 23 20 n/a 1 37 Straight-through-processing (STP) 85% 83% 68% n/a 88% We have made significant progress against our NPS ambition, driving a 3-point improvement from 2022 and a 22-point improvement from our…

• In Canada, we reduced our call transfer rates by nearly half compared with 2Q22 in our Group Benefits contact centre, by leveraging Amazon AWS Connect, which contributed to a 14% improvement in the contact centre’s transactional NPS.

Manulife's net promoter score increased 19 points over five years, supporting customer base expansion from 26 million in 2017.

…With $1 billion invested since 2018 in digital capabilities driving continued efficiencies, our relationship NPS (rNPS) score of +20 marked a significant 19-point improvement from our 2017 baseline •

…2022 2021 2018 2017 2022 2025 Net promoter score +20 +21 n/a +1 +31 +37 Straight-through-processing 83% 82% 68% n/a n/a 88% In 2022, our NPS score was +20, and we led or were on par with leading peers 2 in 11 of the 16 business lines where we benchmark.

We have made tremendous progress increasing our relationship Net Promoter Score (“rNPS”) by 20 points from +1 in 2017 to +21 in 2021. In recent months, our service levels were impacted by temporary workforce capacity constraints and at the end of 1Q22,…

Since then, we’ve invested more than $850 million to enhance our digital capabilities and 6 have increased our Relationship Net Promoter Score by 20 points to 21, as of the end of 2021, as we continue to meet, and exceed, our customers’ expectations.

In 2021 we achieved a score of plus 21, which is a 20-point improvement from the 2017 baseline and a 9-point improvement from 2020. In 2021 we achieved straight-through processing of 82% and we're on track to achieve our supplemental goal of 88% by 2025.

…Achieve NPS of +31 points by 2022 and +37 points by 2025, an improvement of +30 and +36 respectively, as compared to a baseline of +1 in 2017 •

…to actions taken in 2021, the Company’s strategic priorities and 2022 targets and 2025 supplemental goals for net promoter score, straight-through-processing, employee engagement, its highest potential businesses, expense efficiency and portfolio…

Our NPS scores are actually up 19 points from where we were three years ago which again really is a testament to the fact that that digitization has translated into benefits for the customer.

1 Relationship Net Promoter Score. In 2021, we adjusted the weightings in our relationship NPS methodology to more closely align with our focus on our highest potential businesses with a second quarter of 2021 (“2Q21”) NPS of +19.

2 Relationship Net Promoter Score. In 2021, we adjusted the weightings in our relationship NPS methodology to more closely align with our focus on our highest potential businesses with 2Q21 NPS of +19.

• Reach a Net Promoter Score (NPS) of +37 and Straight Through Processing (STP) of 88 per cent by 2025. • Continue to focus on Portfolio Optimization and reduce the combined contribution from LTC and VA to less than 15 per cent of total company core…

Manulife disclosed a target Net Promoter Score of +37 and 88% Straight Through Processing by 2025 at its investor day.

…Digital, customer leader : Our 2020 global net promoter score (rNPS) increased to +12, an 11 point improvement from the 2017 baseline and a 4 point improvement from 2019 •

…“Business Operations” and “Government Regulation”; the Company’s strategic priorities and 2022 targets for net promoter score, employee engagement, its highest potential businesses, expense efficiency and portfolio optimization, and our…

…rNPS 2 score of +12, an 11 point improvement from the 2017 baseline and a 4 point improvement from 2019 • 2020 scores remain competitive with global benchmarks •

In Asia, our relationship NPS score increased by 11 points this quarter compared with the third quarter of 2019. This reflects the quality of the digital solutions that we've rolled out and our commitment to continue to provide outstanding service to…

We achieved the net promoter score of 10, which is a 9 point improvement from the 2017 baseline score of 1 and a 2 point improvement from 2019.

We set an ambitious goal of improving our Net Promoter Scores (NPS) by 30 points across the company by 2022, knowing that passionate customers are more likely to recommend Manulife and stay with us.

…insurance offerings; behavioural insurance is increasingly recognized as a differentiator as evidenced by our Customer Net Promoter Score of 30 and number of enrollees; ∎ Achieved increased sales of policies with the John Hancock Vitality PLUS…

…“Business Operations” and “Government Regulation”; the Company’s strategic priorities and 2022 targets for net promoter score, employee engagement, its highest potential businesses, expense efficiency and portfolio optimization, and also…

Our target is to increase our Net Promoter Score by 30 points by 2022. In Singapore, we launched and end-to-end online insurance platform in collaboration with DBS Bank, which will enable customers to fulfill insurance needs on a self-serve basis.

Our NPS score was 1 in 2017 and 9 in 2018, an improvement of 8 points, which represents substantial progress towards our aspiration to increase NPS by 30 points.

Behavioural insurance is increasingly recognized as a differentiator as evident in our Customer Net Promoter Scores and number of enrollees.

…include, but are not limited to, statements with respect to the Company’s strategic priorities and 2022 targets for net promoter score, employee engagement, its highest potential businesses, expense efficiency and portfolio optimization; the reduction…

Our customers are our priority and we have seen our NPS improve to +5.4 in Asia. Furthermore, we added more than 1 million new customers bringing our total to over 10 million customers; and ∎ Signing a strategic partnership in mainland China with…

…of the Business”, “Business Operations” and “Government Regulation”; the Company’s strategic priorities and 2022 targets for net promoter score, employee engagement, its highest potential businesses, expense efficiency and portfolio…

Focused on putting our customers first – We have set a target to improve our net promoter score by 30 percentage points by 2022. 5.

…priorities, in 2Q18, we: · Signed a 15-year exclusive bancassurance deal with Sathapana bank in Cambodia; · Continued our roll-out of the net promoter system, now achieving implementation in 9 markets; · Enhanced our electronic point-of-sale…

We will track our progress with each of these stakeholder groups by measuring net promoter score, employee engagement and total shareholder returns.

For example, the numerous initiatives we have completed in Canada have led to strong, double-digit improvements in net promoter scores in just six months.

Delivering what matters Our 2017 year-end customer pulse Net Promoter Score (NPS) rose by 21 points in Canada, and we implemented NPS measures in seven Asian markets.

…∎ Improved customer experience with the introduction of a Net Promoter System across key customer touch points; early results showed a five percentage point improvement in net promoter score ∎ Extended the delivery of in-house innovations through…