Asset Benchmark Research

The Asset Client Satisfaction Index
Transaction banks
Average rating of transaction banks by group
Groups
2017 rating
2016 rating
International Banks
49%
54%
 
Bank type
2017 rating
2016 rating
Regional Banks
51%
40%
 
Bank type
2017 rating
2016 rating
Chinese Banks
45%
41%
 
Bank type
2017 rating
2016 rating
Indonesian Banks
44%
34%
 
Bank type
2017 rating
2016 rating
Taiwanese Banks
42%
33%
 
TRANSACTION BANKS RATING
BY SERVICE
Overall
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Cash and Liquidity Management
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Working Capital and Trade Finance
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TRANSACTION BANKS RATING
BY CLIENT SEGMENT
MNC/LLC
Global / Regional
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MNC/LLC
Local
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SME
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TRANSACTION BANKS RATING
BY COUNTRY
Transaction banks
China
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Transaction banks
Indonesia
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Transaction banks
Taiwan
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Introduction
Client satisfaction scores reveal a shift in the market
Now in its fifth year, Asset Benchmark Research Treasury Review engages CFOs and treasurers in the Asia-Pacific and the Middle East on their views of treasury best practices and future trends. It also includes a rating of the best transaction banks in treasury, cash management and trade finance. This year’s survey incorporated the views of 790 participants via an online questionnaire and a series of one-on-one interviews. One of the key findings is how regional/Asian banks are now catching up in terms of client satisfaction vis-à-vis international/global banks. In markets such as China, Indonesia and Taiwan national banking champions have emerged offering clients competitive solutions that addressed their unique requirements.
Methodology
The Asset Client Satisfaction Index methodology
Asset Benchmark Research conducted a survey from February to April 2017. Respondents were asked to score banks they work with for treasury, cash management and trade finance, respectively, on a scale from 1 to 6, where 6 is the highest score. In order for a bank to be included in the rankings, at least 20 corporates must have scored the bank.
Because of the complexity of solutions different clients require, scores are weighted based on the size of the company. We believe a client who is satisfied with a complex multi-currency, cross-border cash and liquidity solution should be considered more representative of a bank's capabilities than a client who is satisfied with daily account balance reports, for instance. We incorporate a company annual turnover as a proxy for complexity.
On this basis, the score submitted by a mid-cap company (annual turnover between US$250 million and US$1 billion) is multiplied by a factor of 2x and the score submitted by a large corporate (annual turnover of above US$1 billion) receives a factor of 3x. An average score is derived, which is then divided by the maximum score possible (18). This yields the final score, presented as percentages. The Asset Client Satisfaction Index forms part of the evaluation for annual The Asset Treasury, Trade, Supply Chain and Risk Management Awards.
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