Retail Finance

2019
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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Country Organisation Financial Performance Corporate Strategy and Leadership Digital Journey Brand Sales Capability Customer Experience Process and Technology Risk Management People & Organisation Achievements in the Year Under Review Total Scores
China CMB 5.2 1.9 3.3 2.5 2.3 2.6 1.9 3.3 3.8 1.0 27.8
Australia Westpac 3.4 1.7 3.7 2.2 2.6 2.5 2.2 3.8 3.7 0.7 26.6
Australia CBA 4.4 1.7 3.9 2.1 2.5 2.5 2.5 3.0 3.2 0.8 26.5
Australia ING 3.9 1.4 3.8 2.0 3.5 3.3 1.8 3.7 2.7 0.5 26.4
Taiwan CTBC 4.0 1.9 2.9 1.2 2.3 2.4 2.9 4.8 2.6 1.0 26.1
Taiwan E.Sun 3.3 1.8 2.5 1.4 1.8 3.0 2.9 4.8 3.0 1.0 25.5
Korea KEB Hana  3.2 1.1 3.4 1.8 1.9 2.2 4.0 4.8 2.2 0.8 25.3
Hong Kong BEA 4.3 1.9 2.1 1.6 2.3 2.3 2.1 4.3 3.2 0.8 25.0
Singapore DBS 3.2 1.9 3.4 1.3 1.6 2.4 2.2 4.4 3.7 0.8 25.0
Hong Kong Hang Seng  4.6 1.5 1.9 1.8 2.4 2.0 1.8 4.9 3.1 0.7 24.6
Korea  Shinhan  3.0 1.1 3.3 2.0 1.8 2.0 4.0 4.5 1.8 0.8 24.3
Australia ANZ 3.1 1.4 3.7 1.0 2.3 2.4 2.0 3.3 3.3 0.7 24.2
China Bank of Beijing 4.3 2.1 2.9 1.8 1.3 2.2 1.8 3.5 3.4 0.8 24.0
Korea  Kookmin  3.0 0.8 3.2 2.0 1.9 2.0 4.0 4.5 1.8 0.8 24.0
Singapore OCBC 3.5 1.9 3.1 0.9 1.9 2.4 2.3 4.3 2.7 0.8 23.8
UAE Emirates NBD 5.3 1.9 2.2 1.2 2.0 3.1 2.0 2.2 2.8 0.7 23.5
Malaysia CIMB 3.5 1.9 2.4 1.4 2.2 2.3 4.0 1.2 3.7 0.8 23.3
Hong Kong HSBC 4.0 1.1 2.0 2.1 1.8 2.0 1.8 4.9 2.8 0.7 23.2
Singapore UOB 3.5 1.9 2.4 1.2 1.4 2.3 2.1 4.2 3.0 0.8 22.7
Taiwan Taishin 2.4 1.9 3.0 1.0 1.8 2.5 1.7 4.8 2.5 1.0 22.6
China CCB 4.4 1.9 2.6 2.5 1.3 2.4 1.5 3.4 1.8 0.8 22.5
China ICBC 4.6 1.8 2.4 2.4 0.8 2.3 1.9 3.3 2.0 0.7 22.2
Hong Kong DBS 3.7 1.3 2.0 1.3 1.8 1.9 2.1 4.4 3.1 0.8 22.2
Hong Kong StandChart 3.3 1.4 2.3 1.5 1.9 1.1 2.0 4.8 3.4 0.5 22.2
Australia Bendigo  2.8 1.4 2.3 1.8 1.9 2.3 1.3 3.7 3.7 0.5 22.0
Malaysia Maybank 4.2 1.7 2.4 1.3 2.0 1.6 2.1 1.8 3.8 0.8 21.8
China Ping An Bank 4.1 2.1 2.1 2.9 0.6 2.5 1.4 3.3 2.0 0.7 21.7
Thailand Kasikornbank 3.5 1.9 2.6 1.6 0.9 2.8 3.1 1.7 2.5 0.8 21.5
Hong Kong Citibank 2.6 1.0 2.1 1.6 2.1 1.7 1.9 4.9 3.1 0.6 21.5
China China CITIC 4.7 1.7 2.2 2.2 0.8 2.3 1.4 3.3 2.0 0.7 21.3
Kuwait ABK 4.1 1.9 2.1 0.8 1.1 2.2 3.0 3.3 1.9 0.7 21.1
Australia NAB 2.9 1.2 2.0 1.8 2.0 2.3 1.8 3.3 3.0 0.8 21.0
Thailand Krungsri 3.1 1.9 2.6 1.1 0.6 2.3 3.0 2.5 2.3 0.7 20.2
Hong Kong BOC HK 3.6 1.4 1.7 1.9 1.4 1.2 1.3 4.9 2.1 0.5 20.0
India ICICI Bank 3.7 1.9 2.3 1.8 1.1 2.0 2.8 1.8 1.5 0.8 19.8
Lebanon Blom Bank 4.1 1.7 1.5 1.2 0.9 2.5 1.7 2.5 2.3 0.8 19.4
India HDFC Bank 3.7 1.7 2.1 2.3 0.9 2.0 2.2 2.0 1.8 0.7 19.4
Malaysia Public Bank  4.0 1.7 2.3 1.1 0.6 1.8 2.7 1.8 2.7 0.7 19.3
Nigeria FBN 2.6 1.7 1.7 2.0 1.1 2.6 2.4 1.8 2.7 0.8 19.3
Nigeria GT Bank 3.4 1.5 1.8 1.7 1.1 2.6 2.0 2.1 2.3 0.7 19.1
UAE ADCB 2.4 1.9 1.5 1.2 1.8 2.7 2.0 2.3 2.6 0.5 18.9
Sri Lanka HNB 3.8 1.8 2.0 0.8 0.6 1.7 2.9 2.3 2.5 0.5 18.8
Sri Lanka People's Bank 3.0 1.5 2.2 1.6 0.7 1.8 1.9 2.7 2.5 0.7 18.6
Sri Lanka NTB 3.2 1.8 1.7 1.4 0.5 2.2 2.4 2.2 2.2 0.8 18.3
Egypt NBE 3.0 1.5 1.3 1.9 1.8 1.9 2.0 2.2 2.2 0.5 18.3
Philippines Security Bank 1.4 1.7 1.3 3.9 0.6 2.7 1.4 1.5 2.8 0.8 18.2
Egypt QNB Al Ahli Bank  3.3 1.0 1.5 0.8 1.8 2.0 1.7 1.9 3.4 0.8 18.1
Thailand Thanachart  3.5 1.9 1.7 0.7 0.6 1.5 2.1 2.5 2.7 0.7 18.0
UAE Rakbank 3.3 1.7 1.5 0.4 1.6 2.5 1.9 1.5 2.7 0.6 17.7
Nigeria Access Bank 2.0 1.4 1.5 2.4 0.9 2.3 1.9 2.2 2.6 0.5 17.6
Kuwait NBK 4.3 1.4 1.2 0.8 0.8 1.5 1.8 3.6 1.7 0.5 17.5
Brunei BIBD 3.8 1.5 1.8 1.1 1.5 1.7 1.6 2.8 1.2 0.5 17.4
Indonesia BCA 5.1 1.7 1.7 1.6 0.9 1.3 1.0 2.2 1.3 0.5 17.3
Lebanon Bank Audi 3.0 1.3 1.5 1.0 1.3 2.3 1.4 1.9 2.4 1.0 17.1
Kuwait KFH 2.9 1.7 1.5 0.7 1.3 1.7 2.0 3.2 1.5 0.5 16.9
UAE Mashreq  2.8 1.4 1.5 0.6 1.5 2.5 1.8 1.7 2.6 0.5 16.9
Qatar CBQ 4.1 1.4 1.9 0.9 1.6 1.8 1.1 1.8 2.0 0.3 16.8
Bangladesh Eastern Bank 3.4 1.1 1.2 0.9 0.6 1.4 2.0 2.5 3.1 0.7 16.8
Nigeria Zenith Bank 2.4 1.4 1.2 1.8 0.6 2.0 1.7 1.7 2.5 0.7 16.0
Egypt CIB 3.7 0.7 1.3 1.3 1.2 1.0 1.5 1.6 2.4 1.2 16.0
Sri Lanka CBC 2.8 1.7 1.5 0.9 0.3 1.8 1.9 2.3 2.2 0.5 15.9
India Axis Bank 2.4 1.3 1.8 1.4 1.0 1.8 2.2 2.0 1.5 0.5 15.9
Indonesia Bank Mandiri 4.9 1.4 1.7 1.5 0.7 1.0 1.0 1.8 1.1 0.5 15.6
Kuwait CBK 2.7 1.4 1.2 0.6 0.9 1.7 1.9 3.3 1.7 0.3 15.6
Nigeria Diamond Bank 2.1 1.4 1.2 1.7 0.6 1.8 1.9 1.7 2.5 0.5 15.4
Kuwait Burgan Bank 2.6 1.1 1.4 0.5 0.9 1.5 1.9 3.5 1.5 0.5 15.3
Bangladesh StandChart 1.7 1.3 0.8 1.3 0.7 1.5 1.4 3.3 2.2 0.8 15.0
Lebanon Bank of Beirut 1.3 1.0 1.1 0.4 1.2 1.9 1.4 3.0 2.6 1.0 14.8
Sri Lanka NDB 3.0 1.4 1.0 1.6 0.4 0.8 1.6 2.2 2.3 0.5 14.7
Brunei Baiduri Bank  3.0 1.0 1.3 1.4 1.3 1.5 1.1 2.5 1.0 0.5 14.6
Pakistan HBL  3.0 1.7 1.6 1.6 0.5 1.0 2.0 1.0 1.8 0.5 14.6
Pakistan United Bank  2.7 1.2 1.5 1.8 0.7 1.0 1.7 1.3 2.0 0.5 14.4
Indonesia BRI 4.9 1.1 1.3 1.7 0.5 1.0 0.7 1.4 1.3 0.3 14.2
Nigeria Heritage Bank 1.8 1.1 1.2 0.9 0.6 2.0 1.7 1.7 2.7 0.5 14.2
Philippines BDO 1.1 0.8 1.5 3.2 0.5 2.2 1.2 1.1 2.2 0.5 14.2
Qatar QNB   1.9 1.4 1.6 0.7 1.4 2.0 1.0 1.7 2.0 0.4 14.1
Nigeria Ecobank 0.8 1.3 1.5 1.0 0.9 2.2 2.2 1.2 2.5 0.7 14.1
Kuwait Gulf Bank 1.4 1.4 1.2 0.6 0.8 1.5 1.9 3.6 1.3 0.3 14.0
Qatar Doha Bank 1.3 1.2 1.1 3.0 1.0 1.2 1.5 1.4 2.0 0.4 14.0
Philippines Metrobank 1.1 0.8 1.1 3.2 0.5 2.2 1.2 0.9 2.5 0.5 14.0
Philippines BPI 1.1 0.8 0.5 2.6 0.6 2.6 1.2 1.1 2.3 0.5 13.3
Pakistan NBP 3.1 0.9 1.3 1.6 0.5 0.9 1.4 1.2 1.8 0.5 13.2
Indonesia OCBC NISP 2.8 1.4 1.5 0.7 1.0 1.1 1.0 1.6 1.4 0.5 13.0
India SBI 1.5 1.1 1.1 2.1 0.7 1.0 1.3 2.0 1.3 0.5 12.6
Bangladesh Brac Bank  2.0 0.8 0.5 1.1 0.6 1.3 1.0 2.0 2.7 0.5 12.5