Retail Finance
Best Retail Banks
Best Retail Banks in Africa Best Retail Banks in MEA Best Digital Banks and FIs Best Digital User Growth
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 |
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