Our Rankings

Bank reviews posted on Bankquality.com help build a scorecard for The Asian Banker's Excellence in Retail Financial Services Programme. This ranking is based on the following belief: "A well-run retail bank is one that demonstrates a long-term, sustainable, profitable franchise with the customer as its core proposition."

Click here for the balanced scorecard on how we evaluate retail banks

The Excellence in Retail Financial Services Programme is only a small part of the big picture. It is from these processes that we develop our strategic review of the products and services.

Your feedback will help us further refine our scorecard, as we will develop an additional dimension based on customer evaluations from BankQuality.com. We hope to present to the retail financial services industry a better and more accurate instrument that they can use to gauge their performance over a certain time period against that of their peers and competitors across national and regional markets.

Below is the scorecard for the top Retail Banks of 2018
Country Organisation Financial Perfor-
mance
Corporate Strategy and Leader-
ship
Digital Journey Brand Sales Capa-
bility
Customer Exp-
erience
Process and Tech-
nology
Risk Mana-
gement
People & Org Achieve-
ments 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


For a complete list of winners please click here

We will continue to grow the programme globally for the benefit of you, the consumer.

From this programme we will provide a rating for all retail banks that we cover so that you as a costumer can use this in order to enhance the quality of service your receive. Also this will enable retail banks to improve the quality of their overall business.

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