The Most Helpful Bank in Asia Pacific during COVID-19 is ranked from a survey of 11,000 bank customers in 11 Asia Pacific markets based on a BankQuality Score (BQS) derived from a net promoter assessment of each 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.
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.