Retail Finance

2018
2017

The ranking is the result of The Asian Banker International Excellence in Retail Financial Services Programme, the most rigorous, prestigious and transparent audit programme for consumer banking. It is based on The Asian Banker’s market leading balanced scorecard methodology, which assesses financial institutions across ten categories. For a full explanation of each of the evaluation criteria please click here. The criteria were refreshed in 2018 and will be updated from now on.

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Bank Country Financial Performance Corporate Strategy & Leadership Digital Journey Brand Sales Capabilities Customer Experience Process and Technology Risk People & Organisation Achievements in the Year under Review Total Scores
CMB China 5.2 1.9 3.3 2.5 2.3 2.6 1.9 3.3 3.8 1.0 27.8
Westpac Australia 3.4 1.7 3.7 2.2 2.6 2.5 2.2 3.8 3.7 0.7 26.6
ING Australia 3.9 1.4 3.8 2.0 3.5 3.3 1.8 3.7 2.7 0.5 26.4
CBA Australia 4.4 1.7 3.9 2.1 2.5 2.5 2.5 3.0 3.2 0.8 26.5
CTBC Taiwan 4.0 1.9 2.9 1.2 2.3 2.4 2.9 4.8 2.6 1.0 26.1
E.Sun Bank Taiwan 3.3 1.8 2.5 1.4 1.8 3.0 2.9 4.8 3.0 1.0 25.5
Hana Bank Korea 3.2 1.1 3.4 1.8 1.9 2.2 4.0 4.8 2.2 0.8 25.3
BEA Hong Kong 4.3 1.9 2.1 1.6 2.3 2.3 2.1 4.3 3.2 0.8 25.0
DBS Singapore 3.2 1.9 3.4 1.3 1.6 2.4 2.2 4.4 3.7 0.8 25.0
Hang Seng Hong Kong 4.6 1.5 1.9 1.8 2.4 2.0 1.8 4.9 3.1 0.7 24.6
Shinhan Korea 3.0 1.1 3.3 2.0 1.8 2.0 4.0 4.5 1.8 0.8 24.3
ANZ Australia 3.1 1.4 3.7 1.0 2.3 2.4 2.0 3.3 3.3 0.7 24.2
Bank of Beijing China 4.3 2.1 2.9 1.8 1.3 2.2 1.8 3.5 3.4 0.8 24.0
OCBC Singapore 3.5 1.9 3.1 0.9 1.9 2.4 2.3 4.3 2.7 0.8 23.8
Emirates NBD UAE 5.3 1.9 2.2 1.2 2.0 3.1 2.0 2.2 2.8 0.7 23.5
CIMB Malaysia 3.5 1.9 2.4 1.4 2.2 2.3 4.0 1.2 3.7 0.8 23.3
HSBC Hong Kong 4.0 1.1 2.0 2.1 1.8 2.0 1.8 4.9 2.8 0.7 23.2
ICBC China 4.6 1.9 2.6 2.4 1.0 2.3 1.9 3.3 2.0 0.8 22.8
UOB Singapore 3.5 1.9 2.4 1.2 1.4 2.3 2.1 4.2 3.0 0.8 22.7
Taishin Bank Taiwan 2.4 1.9 3.0 1.0 1.8 2.5 1.7 4.8 2.5 1.0 22.6
DBS Hong Kong 3.7 1.3 2.0 1.3 1.8 1.9 2.1 4.4 3.1 0.8 22.2
StandChart Hong Kong 3.3 1.4 2.3 1.5 1.9 1.1 2.0 4.8 3.4 0.5 22.2
Bendigo Australia 2.8 1.4 2.3 1.8 1.9 2.3 1.3 3.7 3.7 0.5 22.0
Maybank Malaysia 4.2 1.7 2.4 1.3 2.0 1.6 2.1 1.8 3.8 0.8 21.8
Ping An Bank China 4.1 2.1 2.1 2.9 0.6 2.5 1.4 3.3 2.0 0.7 21.7
Kasikornbank Thailand 3.5 1.9 2.6 1.6 0.9 2.8 3.1 1.7 2.5 0.8 21.5
Citibank Hong Kong 2.6 1.0 2.1 1.6 2.1 1.7 1.9 4.9 3.1 0.6 21.5
CCB China 4.4 1.9 2.3 2.4 0.8 2.4 1.5 3.4 1.8 0.7 21.4
China Citic China 4.7 1.7 1.4 2.2 0.8 2.3 1.4 3.3 2.0 0.7 21.3
Al Ahli Bank Kuwait 4.1 1.9 2.1 0.8 1.1 2.2 3.0 3.3 1.9 0.7 21.1
NAB Australia 2.9 1.2 2.0 1.8 2.0 2.3 1.8 3.3 3.0 0.8 21.0
Krungsri Thailand 3.1 1.9 2.6 1.1 0.6 2.3 3.0 2.5 2.3 0.7 20.2
BOCHK Hong Kong 3.6 1.4 1.7 1.9 1.4 1.2 1.3 4.9 2.1 0.5 20.0
ICICI Bank India 3.7 1.9 2.3 1.8 1.1 2.0 2.8 1.8 1.5 0.8 19.8
BIBD Brunei 3.8 1.5 1.8 1.1 1.8 3.0 1.6 3.2 1.2 0.5 19.4
Blom Bank Lebanon 4.1 1.7 1.5 1.2 0.9 2.5 1.7 2.5 2.3 0.8 19.4
HDFC Bank India 3.8 1.7 2.1 2.2 0.9 2.0 2.2 2.0 1.8 0.7 19.4
Public Bank Malaysia 4.0 1.7 2.3 1.1 0.6 1.8 2.7 1.8 2.7 0.7 19.3
Barclays South Africa 3.1 1.7 2.1 1.2 2.0 1.8 1.9 1.8 2.8 0.5 18.9
ADCB UAE 2.4 1.9 1.5 1.2 1.8 2.7 2.0 2.3 2.6 0.5 18.9
Security Bank Philippines 3.9 1.7 1.7 1.3 0.6 2.0 1.4 2.7 2.8 0.8 18.9
HNB Sri Lanka 3.8 1.8 2.0 0.8 0.6 1.7 2.9 2.3 2.5 0.5 18.8
People's Bank Sri Lanka 3.0 1.5 2.2 1.6 0.7 1.8 1.9 2.7 2.5 0.7 18.6
Nedbank South Africa 3.1 1.9 2.4 1.3 0.9 1.5 1.3 2.4 3.0 0.8 18.6
CBQ Qatar 4.1 1.7 3.2 0.9 1.6 1.8 1.1 1.8 2.0 0.3 18.5
NTB Sri Lanka 3.2 1.8 1.7 1.4 0.5 2.2 2.4 2.2 2.2 0.8 18.3
FBN Nigeria 2.8 1.4 1.8 1.3 0.9 2.5 2.3 1.7 2.8 0.7 18.1
GT Bank Nigeria 3.4 1.5 1.8 1.5 0.9 2.6 1.5 2 2.2 0.7 18.0
Thanachart Thailand 3.5 1.9 1.7 0.7 0.6 1.5 2.1 2.5 2.7 0.7 18.0
RakBank UAE 3.3 1.7 1.5 0.4 1.6 2.5 1.9 1.5 2.7 0.6 17.7
Access Bank Nigeria 2.0 1.4 1.5 2.4 0.9 2.3 1.9 2.2 2.6 0.5 17.6
NBE Egypt 3.0 1.5 1.5 1.9 1.6 1.7 1.5 2.2 2.2 0.5 17.6
NBK Kuwait 4.3 1.4 1.2 0.8 0.8 1.5 1.8 3.6 1.7 0.5 17.5
Capitec Bank South Africa 4.4 1.4 1.4 2.2 0.8 1.5 1.2 1.2 2.5 0.5 17.0
KFH Kuwait 2.9 1.7 1.5 0.7 1.3 1.7 2.0 3.2 1.5 0.5 16.9
Mashreq Bank UAE 2.8 1.4 1.5 0.6 1.5 2.5 1.8 1.7 2.6 0.5 16.9
Eastern Bank Bangladesh 3.4 1.1 1.2 0.9 0.6 1.4 2.0 2.5 3.1 0.7 16.8
FNB South Africa 3.5 1.3 1.4 1.0 0.8 1.2 1.2 2.6 3.0 0.7 16.5
Standard Bank South Africa 3.0 1.4 1.7 1.2 1.0 1.7 1.2 2.1 2.8 0.5 16.4
BCA Indonesia 2.8 1.7 1.8 1.6 0.9 1.3 1.0 3.0 1.3 0.5 16.0
Zenith Bank Nigeria 2.4 1.4 1.2 1.8 0.6 2.0 1.7 1.7 2.5 0.7 16.0
StandChart Bahrain 1.7 1.4 2.6 1.1 1.3 1.7 1.5 2.3 2.2 0.3 16.0
CBC Sri Lanka 2.8 1.7 1.5 0.9 0.3 1.8 1.9 2.3 2.2 0.5 15.9
Ahli United Bank Bahrain 3.1 1.1 1.5 0.8 1.0 1.2 1.5 3.3 2.0 0.3 15.8
CBK Kuwait 2.7 1.4 1.2 0.6 0.9 1.7 1.9 3.3 1.7 0.3 15.6
QNB Qatar 1.9 1.7 2.8 0.7 1.4 2.0 1.0 1.7 2.0 0.4 15.6
BBK Bahrain 3.5 1.1 1.4 0.8 1.0 1.2 1.6 2.8 2.0 0.3 15.6
Diamond Bank Nigeria 2.1 1.4 1.2 1.7 0.6 1.8 1.9 1.7 2.5 0.5 15.4
Burgan Bank Kuwait 2.6 1.1 1.4 0.5 0.9 1.5 1.9 3.5 1.5 0.5 15.3
NBB Bahrain 3.0 1.4 1.2 1.1 0.9 1.0 1.6 2.4 2.0 0.3 15.0
StandChart Bangladesh 1.7 1.3 0.8 1.3 0.7 1.5 1.4 3.3 2.2 0.8 15.0
GT Bank Ghana 1.7 1.4 1.5 1.3 0.8 1.8 1.7 1.7 2.5 0.5 14.9
HBL Pakistan 3.0 1.7 1.7 1.6 0.5 1.0 2.0 1.0 1.8 0.5 14.7
NDB Sri Lanka 3.0 1.4 1.0 1.6 0.4 0.8 1.6 2.2 2.3 0.5 14.7
Heritage Nigeria 1.8 1.1 1.2 0.9 0.6 2.0 1.7 1.7 2.7 0.5 14.2
BDO Philippines 3.2 1.1 1.1 1.5 0.5 0.8 1.1 2.2 2.2 0.5 14.1
Ecobank Nigeria 0.8 1.3 1.5 1.0 0.9 2.2 2.2 1.2 2.5 0.7 14.1
Gulf Bank Kuwait 1.4 1.4 1.2 0.6 0.8 1.5 1.9 3.6 1.3 0.3 14.0
MetroBank Philippines 3.2 1.1 0.9 1.1 0.5 0.8 1.1 2.2 2.5 0.5 13.9
BPI Philippines 2.6 1.1 0.9 0.5 0.6 0.8 1.1 2.6 2.3 0.5 13.0