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Most Helpful Banks in Asia Pacific During Covid-19

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.

Key findings:
  • Vietbank, Vietnam's bank, was named the Most Helpful Bank in Asia Pacific with a BQS of 102.20
  • Customers of Vietbank remarked that the bank was helpful, efficient and convenient because of its contactless mobile banking services.
  • Rounding up the top five Best Retail Banks in the region are Citibank (Taiwan), kakaobank (South Korea), UOB (Thailand), and HDFC Bank (India)
  • Taiwan has two banks in the top 10: Citibank (2nd) and Standard Chartered Bank (7th)
  • Forty one (41) out of the 81 banks ranked above average.
  • Thailand has the most number of banks that recorded a BQS of over 100.
  • The contactless nature of banks and digital services were a significant factor for consumers in rating their banks during this period

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.

Methodology

  • The online survey was conducted from 1 February 2022 to 30 March 2022
  • TThe survey covered a total sample size of 11,000, comprising 1,000 respondents per market in China, Hong Kong, India, Indonesia, Malaysia, Philippines, Singapore, South Korea, Thailand and Vietnam
  • Hong Kong, India, Indonesia, Malaysia, Philippines, Singapore, South Korea,Taiwan,Thailand and Vietnam
  • The respondents are between the ages of 18 and 65 years, and have at least one bank account each

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.

Back To All Global Rankings Table View
Rank (2022) Rank (2021) Rank (2020) Logo Bank Country BQS for COVID-19 (2022) BQS for COVID-19 (2021) BQS for COVID-19 (2020)
1 n/a n/a Vietbank Vietnam Vietnam 59 101.21 n/a n/a
2 n/a n/a Citibank (Taiwan) Taiwan Taiwan 01 101.92 n/a n/a
3 2 1 kakaobank Southkorea Southkorea 01 101.84 101.77 102.21
4 n/a n/a UOB Thai Thailand Thailand 08 101.71 n/a n/a
5 44 51 HDFC Bank India India 51 101.52 99.97 99.71
6 79 71 Agricultural Bank of China China China 71 101.52 98.88 98.96
7 n/a n/a Standard Chartered Bank (Taiwan) Taiwan Taiwan 01 101.49 n/a n/a
8 n/a n/a Fubon Bank (Hong Kong) Hongkong Hongkong 09 101.36 n/a n/a
9 21 18 Bank Central Asia Indonesia Indonesia 18 100.28 100.71 100.70
10 47 38 Metropolitan Bank and Trust Company Philippines Philippines 38 101.25 99.87 100.04
11 n/a n/a Citibank Thailand Thailand 08 Thailand. 101.19 n/a n/a
12 19 17 Maybank Malaysia Malaysia 17 100.19 100.85 100.73
13 25 57 DBS Singapore Singapore 57 101.11 100.60 99.51
14 88 62 Sacombank Vietnam Vietnam 62 101.00 98.25 99.41
15 n/a n/a Dah Sing Bank Hongkong Hongkong 09 100.98 n/a n/a
16 16 78 Bank Mandiri Indonesia Indonesia 78 100.84 100.97 98.18
17 n/a n/a Dah Sing Bank Hongkong Hongkong 09 100.77 n/a n/a
18 85 - Bank Simpanan Nasional Malaysia Malaysia 89 100.75 98.46 -
19 6 2 Union Bank of the Philippines Philippines Philippines 02 100.57 101.49 102.09
20 38 36 ICICI Bank India India 36 100.57 100.16 100.09
21 45 26 RHB Bank Malaysia Malaysia 25 100.50 99.94 100.42
22 14 - MB Bank Vietnam Vietnam 08 100.47 101.02 -
23 5 - Bank Islam Malaysia Berhad Malaysia Malaysia 5 100.47 100.68 -
24 n/a n/a TPBank Vietnam Vietnam 08 100.44 n/a n/a
25 27 46 Shinhan Bank Southkorea Southkorea 46 100.42 100.56 99.78
26 86 21 Bank of East Asia Hongkong Hongkong 21 100.39 98.32 100.60
27 n/a n/a Bank of East Asia Hongkong Hongkong 21 100.32 n/a n/a
28 4 32 Axis Bank India India 32 100.32 100.71 100.19
29 11 9 Citibank (Hong Kong) Hongkong Hongkong 09 100.31 101.22 101.22
30 18 15 Bank of China China China 15 100.29 100.85 100.84
31 70 42 Kookmin Bank Southkorea Southkorea 42 100.25 99.29 99.88
32 n/a n/a TMBThanachart Bank Thailand 08 Thailand. 100.21 n/a n/a
33 20 43 Bank of Ayudhya Thailand Thailand 43 100.19 100.77 99.83
34 54 24 Kasikornbank Thailand Thailand 24 100.15 99.66 100.45
35 17 23 Bangkok Bank Thailand Thailand 23 100.14 100.87 100.51
36 67 56 Nonghyup Bank Southkorea Southkorea 56 100.12 99.34 99.52
37 46 40 Bank of Baroda India India 40 100.09 99.89 99.94
38 22 16 Techombank Vietnam Vietnam 16 100.07 100.71 100.80
39 40 31 Land Bank of the Philippines Philippines Philippines 31 100.05 100.04 100.22
40 51 28 Punjab National Bank India India 28 100.04 99.74 100.39
41 64 55 BNI Syariah Indonesia Indonesia 55 100.03 99.38 99.53
42 31 67 VietinBank Vietnam Vietnam 67 99.99 100.48 99.15
43 n/a n/a CIMB Bank Vietnam Vietnam Vietnam 67 99.99 n/a n/a
44 43 33 China Construction Bank China China 33 99.98 99.98 100.19
45 69 37 Siam Commercial Bank Thailand Thailand 37 99.93 99.30 100.08
46 39 22 Bank BRI Syariah Indonesia Indonesia 22 99.93 100.12 100.59
47 52 74 Agribank Vietnam Vietnam 74 99.82 99.74 98.65
48 37 50 Bank of Taiwan Taiwan Taiwan 50 99.76 100.23 99.71
49 33 n/a CIMB Bank Malaysia Malaysia 99.74 100.42 n/a
50 62 68 OCBC Singapore Singapore 68 99.73 99.46 99.07
51 32 11 E.SUN Bank Taiwan Taiwan 11 99.72 100.44 101.09
52 61 44 Standard Charted Bank (Hong Kong) Hongkong Hongkong 44 99.70 99.50 99.81
53 23 6 CTBC Bank Taiwan Taiwan 06 99.69 100.68 101.39
54 1 - Cathay United Bank Taiwan Taiwan 01 99.59 102.33 -
55 68 30 Bank SinoPac Taiwan Taiwan 30 99.52 99.32 100.34
56 12 59 Vietcombank Vietnam Vietnam 59 99.50 101.06 99.49
57 42 70 BDO Unibank Philippines Philippines 70 99.48 100.00 99.04
58 15 27 Bank Rakyat Indonesia Indonesia Indonesia 27 99.46 101.01 100.40
59 n/a n/a CIMB Thai Thailand Thailand. 99.31 n/a n/a
60 77 65 Industrial & Commercial Bank of China China China 65 99.22 99.00 99.17
61 73 48 Industrial Bank of Korea Southkorea Southkorea 48 99.22 99.18 99.72
62 24 47 Hana Bank Southkorea Southkorea 47 99.21 100.60 99.73
63 75 4 VPBank Vietnam Vietnam 04 99.18 99.15 101.61
64 65 63 UOB Singapore Singapore 63 99.16 99.37 99.34
65 n/a n/a Richart by Taishin Bank Taiwan Taiwan 07 99.15 n/a n/a
66 56 60 First Bank Taiwan Taiwan 60 99.15 99.60 99.43
67 28 12 Bank of Communications China China 12 98.99 100.55 101.05
68 34 49 Bank of China (Hong Kong) Hongkong Hongkong 49 98.98 100.42 99.72
69 71 66 Woori Bank Southkorea Southkorea 66 98.94 99.25 99.17
70 13 8 ACB Vietnam Vietnam 08 98.92 101.03 101.23
71 50 35 State Bank of India India India 35 98.90 99.75 100.15
72 29 29 HSBC Hongkong Hongkong 29 98.89 100.53 100.35
73 49 76 Hong Leong Bank Malaysia Malaysia 76 98.70 99.79 98.31
74 63 41 Public Bank Malaysia Malaysia 41 98.66 99.42 99.89
75 59 13 Krung Thai Bank Thailand Thailand 13 98.66 99.53 101.01
76 53 69 Bank of the Philippine Islands Philippines Philippines 69 98.65 99.67 99.05
77 89 75 Canara Bank India India 75 98.57 98.222 98.54
78 8 - Government Savings Bank Thailand 08 Thailand. 98.50 101.32 -
79 87 58 Bank Negara Indonesia Indonesia Indonesia 58 98.46 98.30 99.50
80 58 39 BIDV Vietnam Vietnam 39 98.46 99.57 99.95
81 41 77 Hang Seng Bank Hongkong Hongkong 77 98.30 100.01 98.30
n/a 3 5 Citibank Singapore Singapore Singapore 05 n/a 101.77 101.42
n/a 7 - Ping An Bank China China 07 n/a 101.39 -
n/a 9 72 Bank of India India India 72 n/a 101.28 98.91
n/a 10 45 Security Bank Philippines Philippines 45 n/a 101.27 99.81
n/a 26 73 China Merchants Bank China China 73 n/a 100.57 98.80
n/a 30 29 HSBC Malaysia Malaysia 30 n/a - 100.52
n/a 36 3 Kotak Mahindra Bank India India 03 n/a 100.27 102.09
n/a 48 34 Taishin International Bank Taiwan Taiwan 34 n/a 99.79 100.16
n/a 55 POSB Bank Singapore Singapore 24 n/a 99.63
n/a 57 53 Mega Bank Taiwan Taiwan 53 n/a 99.59 99.58
n/a 60 10 CIMB Niaga Indonesia Indonesia 10 n/a 99.51 101.10
n/a 66 20 CIMB Bank Malaysia Malaysia 20 n/a 99.35 100.64
n/a 72 54 Chunghwa POST Taiwan Taiwan 54 n/a 99.24 99.56
n/a 74 19 Standard Chartered Bank Singapore Singapore Singapore 19 n/a 99.17 100.66
n/a 76 52 Dong A Bank Vietnam Vietnam 76 n/a 99.00 99.71
n/a 78 - Paytm Payments Bank India India 78 n/a 98.99 -
n/a 80 14 Postal Savings Bank of China China China 14 n/a 98.79 100.98
n/a 81 25 Rizal Commercial Banking Corporation Taiwan Taiwan 25 n/a 98.64 100.45
n/a 82 64 Philippine National Bank Philippines Philippines 64 n/a 98.59 99.30
n/a 83 79 TMB Bank Thailand Thailand 79 n/a 98.56 98.13
n/a 84 80 Hua Nan Financial Holdings Taiwan Taiwan 80 n/a 98.46 98.02

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