1 Baseline Targets 2022 2021 2018 2017 2022 2025 Netpromoterscore +20 +21 n/a +1 +31 +37 Straight-through-processing 83% 82% 68% n/a n/a 88% 2 In 2022, our NPS score was +20, and we led or were on par with leading peers in 11 of the 16 business lines where we benchmark. The score marked a significant 19 point improvement from our 2017 baseline, driven by various efforts. We have developed forward-looking roadmaps to align and propel our digital customer leadership ambition, refreshed our innovation strategy to embed new ways of working across our businesses, and are advancing our internal capabilities to gather and analyze customer data and sentiment. We have also globally deployed human-centered design practices to systematically research, design, iterate, and deliver best-in-class experiences that are validated with customers at each step. Our NPS score in 2022 was 1 point below our NPS score in 2021, and short of our ambitious 2022 target of +31, in part because service levels in the first half of 2022 were impacted by workforce capacity constraints, which affected the rolling four quarter average NPS for 2022. We addressed these issues and improved service levels in the second half of the year, although still below our 2022 target; initiatives are underway to maintain momentum for future improvement. We are making consistent progress on our global STP objectives, with a 15 percentage point improvement from the 2018 baseline across segments in a variety of areas such as system enhancements, app releases and increased digital capabilities. Customer centricity is at the heart of our ambition and we remain committed to achieving our 2025 NPS and STP targets of +37 and 88%, respectively. 2022Highlights • In Asia: O Delivered multi-channel options for customers through the launch of Manulife Shop in the Philippines in 4Q22, enabling customers to find and purchase insurance online at their own convenience. We also became the first life insurer in Vietnam to offer health solutions to MoMo’s 31 million user base via MoMo e-wallet in 2Q22; and O 3 Successfully increased the adoption of ePOS, our proprietary digital onboarding app, by 15 percentage points to 89%, enabling faster, error-free new business application submissions. • In Global WAM: O Enhanced our digital experience in Canada Retirement with the launch of new features that enable members to make additional contributions to their Registered Retirement Savings Plans and to book one-on-one meetings with Manulife PlanRight financial advisors directly in the mobile app. This generated successful engagement, resulting in over 1,780 advisor meeting requests and a 14% increase in member adoption of the mobile app since the launch; and O Launched a new, end-to-end digital and mobile-friendly enrollment experience in Canada Retirement for our members. The improved enrollment experience offers a more intuitive and guided experience for our members, helping them feel more confident about their long-term investment choices. 82% of our eligible sponsors adopted the new experience for their employees in 2022. • In Canada: O Launched an upgraded Manulife Vitalitymobile app experience for our individual insurance business, giving the app a new look and feel with easier navigation to further drive customer engagement; and O For our Group Benefits customers, our Manulife Mobile app added a new user interface and navigation refresh, full integration with Manulife ID, and new drug coverage look up functionality. • In the U.S.: O Reduced the average time to complete background checks for new producers within our digital brokerage and traditional brokerage channels by over 90% via automation; and O Reduced call volumes for enquiries related to John Hancock Vitality customer login and registration by 39% compared with 2021 by optimizing self-service functionality. Expense Efficiency We remain focused on driving efficient growth and are committed to consistently achieving an expense efficiency ratio of less than 50% while ensuring scalable growth, outstanding customer experience, and digital ways of working. Focus areas: • Leverage global scale and operating environment • Streamline business processes and eliminate activities not valued by end customers • Continue to sustain a culture of expense efficiency and driving efficient growth 1 See “Caution regarding forward-looking statements” above. 2 Based on studies conducted in 2022 by IPSOS, a global market research company. 3 Case adoption, compared with 2021. 19