The Main Retail Banks in 11 Asia Pacific markets are ranked from a survey of 11,000 bank customers based on each bank’s score as consumer’s Main Bank from its respective market’s survey population

Key findings:

• Singapore’s DBS, including its subsidiary POSB, has the highest penetration rate among banks in the region, with 59.14% of the Singaporeans surveyed selecting it as their Main Bank.
• Rounding up the top five Main Retail Banks in the region are: Maybank (Malaysia), HSBC (Hong Kong), BCA (Indonesia) and BDO Unibank (Philippines).
• Both the Philippines and China have two bank in the top 10 ranking BDO Unibank(5^th), BPI (8^th), Industrial and Commercial Bank of China (7th) and China Construction Bank (10^th).
• Both DBS (1^st) and Maybank (2^nd) dominated their own markets as the Main Bank of 59.14% and 49.02% of the surveyed consumers, respectively.
• Only 16 banks have a market survey penetration rate of above 20%, while the other 64 banks had less than 20% of each market’s survey population that selected them as Main Bank.

The BankQuality Consumer Survey on Retail Banks is designed to gather feedback from consumers on their engagement, experience and satisfaction with their main retail banks. The findings, which reflect the true voice of customers, comprised a Net Promoter Score (NPS) derived measurement called BankQuality Score (BQS) as well as detailed channel, service and product level satisfaction scores, have been incorporated into the balanced scorecard of The Asian Banker Excellence in Retail Financial Services Awards Programme in its evaluation and selection of the Best Retail Banks and Finance Institutions.

Methodology

The BankQuality Scores (BQS) is derived from the normalised Net Promoter Score (NPS) of “Main Bank” institutions to a uniform scale of 0 to 1. A standardised z-score is then calculated from the normalised score, with mean set to 100, so that comparison can be made across markets. The final ranking excludes banks that achieved less than 30 'Main Bank' responses.