Client Satisfaction Index 2021
Asset Benchmark Research

The Asset Client Satisfaction Index 2021
Transaction banks
Average rating of transaction banks by group
Groups
2021 rating
2020 rating
International Banks
61%
60%
Bank type
2021 rating
2020 rating
Regional Banks
50%
54%
Bank type
2021 rating
2020 rating
Chinese Banks
54%
53%
Bank type
2021 rating
2020 rating
Indonesian Banks
60%
54%
Bank type
2021 rating
2020 rating
Bank type
2021 rating
2020 rating
Taiwanese Banks
51%
49%
Bank type
2021 rating
2020 rating
Thai Banks
52%
51%
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 MARKET
Transaction banks
China
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Transaction banks
India
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Transaction banks
Indonesia
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Transaction banks
Taiwan
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Introduction
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. Participants including CFOs, treasurers and treasury management professionals were engaged via an online questionnaire or through a series of one-on-one interviews.

Methodology
The Asset Client Satisfaction Index methodology
Asset Benchmark Research conducted a survey from February to April 2021. 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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