Retail Finance

2019
2018 2017

This 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 anywhere in the world. The assessment runs from January to March every year and is based on our market leading balanced scorecard methodology. A full explanation for each of the evaluation criteria can be viewed at the end of this page.

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Country Country Financial Institution Financial Performance Corporate Strategy and Leadership Digital Journey Brand Sales Capability Customer Experience Process and Tech Risk Management People and Organisation Achievements in the Year under Review Total Scores
Country Total Scores Achievable 7.5 2.5 7.5 5 5 5 5 5 5 2.5 50
Taiwan Taiwan CTBC 2.3 1.9 3.3 2 2.5 2.5 2.5 4.8 2.3 1.7 25.8
China China CMB 2.9 1.7 3.5 2.5 2 2.5 3 4.2 2 1.3 25.5
China China Ping An Bank 3.4 1.9 2.5 2.2 2 2.5 2.6 3 2.3 2.5 25.0
Singapore Singapore DBS 2.7 1.7 3.1 1.4 2 2.6 2.6 4.5 2.3 1.3 24.0
UAE UAE Emirates NBD 3.8 1.9 2.5 1.3 2.1 2.3 2.4 3.7 1.9 1.7 23.6
Korea Korea Shinhan Bank 2.2 1.4 2.1 1.8 1.6 2 2.9 4.8 1.8 1.7 22.3
India India ICICI Bank 3 1.9 2.9 1.4 1.4 2.4 2.6 3.3 1.3 2.1 22.2
Hong Kong Hong Kong Bank of China 2.9 1.7 2.2 1.7 1.8 1.4 1.4 4.8 2 1.7 21.6
Malaysia Malaysia CIMB 2.9 1.8 2.7 0.9 1.6 1.9 2.3 3.2 2.3 1.7 21.3
Hong Kong Hong Kong Standard Charte 2.4 1.4 1.7 1.8 2.2 1.8 1.6 4.8 2 1.7 21.3
Taiwan Taiwan E.SUN 2.6 1.4 2.1 0.9 1.6 2 2.7 4.5 2.8 0.8 21.2
China China ICBC 3.2 1.7 2.4 2.4 1.2 2 1.7 4.5 0.8 1.3 21.2
Singapore Singapore UOB 2.2 1.7 2 1.4 2.2 2.3 1.6 4.6 1.7 1.7 21.2
Singapore Singapore OCBC 2.3 1.4 2.6 1.2 2 2.3 2.3 3.9 1.8 1.3 21.1
Korea Korea Hana Bank 2.1 1.1 2.3 1.8 1.7 1.9 2.3 4.8 1.5 1.7 21.1
Hong Kong Hong Kong HSBC 2.7 1.4 2 2 2.2 1.8 1.4 4.8 1.8 0.8 20.9
Hong Kong Hong Kong BEA 2.1 1.4 2.2 1.6 2 2 1.8 4.3 1.8 1.7 20.9
Hong Kong Hong Kong Citibank 2 1.7 2.1 1.2 2.4 2 2 4.7 1.8 0.8 20.8
China China CCB 3.6 0.8 2.2 2.5 1.3 2.1 1.7 4.2 0.8 1.3 20.5
Kuwait Kuwait Al Ahli Bank of 3.7 1.7 2 0.6 1.4 1.9 2 3.7 2.3 1.3 20.4
China China Bank of Beijing 4.5 0.8 2.1 1.4 1.5 2.1 2 3.8 0.8 0.8 19.9
Kuwait Kuwait Boubyan Bank 3.1 1.1 1.8 1.5 1.2 2.1 1.7 4.1 2 1.3 19.9
India India HDFC Bank 3 1.1 2.3 1.5 1.1 2.2 2.3 3.7 1.5 1.3 19.9
Thailand Thailand Kasikornbank 2.6 1.7 2.8 0.9 1.6 2.6 2.5 1.8 2.1 1.3 19.9
China China Bank of Shangha 4 1 2 1.2 1.5 1.9 2 3.8 1 1.3 19.7
Malaysia Malaysia Maybank 2.6 1.4 2.7 1.2 1.4 1.7 2.1 3.2 2.5 0.8 19.6
Thailand Thailand Krungsri 3 1.7 2.8 1.1 1.2 2.3 2.3 2.4 1.9 0.8 19.5
Taiwan Taiwan Taishin Bank 1.6 1.1 2.5 1.1 1.4 1.4 3.2 5 1.5 0.8 19.5
Malaysia Malaysia Hong Leong Bank 2.3 1.7 2.7 0.7 1.5 1.5 2 3.3 2.3 1.3 19.3
China China ABC 3.2 1.7 2.4 2.4 0.9 1.7 1.4 3.7 0.8 0.8 19.0
China China China Citic 3.2 0.8 2.2 2.2 1 2.3 1.6 3.2 0.8 1.3 18.5
China China Bank of China 3.2 1.7 1.9 2.4 1 1.8 1.5 3.3 0.8 0.8 18.4
Malaysia Malaysia Public Bank 2.9 1.4 2.4 1 1.1 1.4 1.5 3.3 2 0.8 17.8
Thailand Thailand Siam Commercia 2.2 1.4 2.6 1 1.3 2 2.4 2 2 0.8 17.6
Kuwait Kuwait NBK 3.8 1.5 1.3 0.5 1.2 1.7 0.8 3.8 2 0.8 17.4
Nigeria Nigeria FBN 3.2 1.1 1.7 2 1.2 1.6 1.3 2 2 1.3 17.4
Lebanon Lebanon Blom Bank 3.3 1.5 1.7 0.6 1.2 1.9 1.7 2.3 2.3 0.8 17.3
Nigeria Nigeria Guaranty Trust 4.5 1.1 1.8 1.7 1.1 1.6 1 2.1 1.5 0.8 17.2
Philippines Philippines Security Bank 4.5 1.7 1.6 1.3 0.8 1.7 1.5 1.8 1 1.3 17.2
UAE UAE First Abu Dhabi 3.7 1.1 1.3 0.6 1.5 1.7 1.5 3 2 0.8 17.2
Brunei Brunei BIBD 3 1.4 1.5 1.2 0.7 1.8 1.8 2.8 2.3 0.8 17.2
Malaysia Malaysia RHB 2.2 1.4 2.4 0.8 1.3 1.4 1.7 3 1.8 0.8 16.8
Vietnam Vietnam BIDV 3.3 1.4 1.3 1.2 1 1.3 1.2 3.4 1.2 1.3 16.6
Sri Lanka Sri Lanka People's Bank 2.9 1.7 1.5 1.2 0.8 1.8 1.9 0.7 2.8 1.3 16.5
Vietnam Vietnam Vietcombank 3.4 1.4 1.1 1.1 1 1.5 1.3 3.1 1.2 1.3 16.4
Sri Lanka Sri Lanka HNB 3.4 1.7 1.6 0.9 0.9 1.7 1.9 0.7 2.8 0.8 16.3
India India Yes Bank 3 0.8 1.5 2.1 0.9 1.7 2 2.5 1 0.8 16.3
Sri Lanka Sri Lanka CBC 3.6 1.1 1.3 0.9 0.8 1.8 1.9 0.8 3.1 0.8 16.0
UAE UAE ADCB 2.4 1.1 1.5 0.7 1.6 1.9 2 2.5 1.5 0.8 16.0
Indonesia Indonesia BRI 3.6 1.4 1.1 0.9 0.6 1.2 1 2.5 2.3 1.3 15.9
Egypt Egypt NBE 4 0.8 0.9 0.9 0.8 1.3 1 3.3 2 0.8 15.8
Qatar Qatar CBQ 3 1.3 1.6 0.6 1.4 1.7 1.3 1.8 1.7 1.3 15.7
UAE UAE Mashreq Bank 1.9 1.4 1.5 0.7 1.6 1.8 1.8 2.3 1.8 0.8 15.7
Egypt Egypt QNB Al Ahli Ban 3.8 0.8 1.1 0.5 1 1.5 1 3.7 1.9 0.3 15.6
Nigeria Nigeria Access Bank 4.5 0.8 1.5 1 0.9 1.5 1 2 1.5 0.8 15.5
Philippines Philippines BDO 3.3 1.4 1.4 2 0.8 1.1 1 2.7 1 0.8 15.4
Indonesia Indonesia BNI 4.8 0.8 1.3 0.7 0.7 1 1.2 1.8 2 0.8 15.2
Lebanon Lebanon Bank Audi 2.3 1.1 1.5 0.4 1.2 1.7 1.7 1.9 2.4 0.8 15.0
UAE UAE RAKBANK 2 1.1 1.5 0.5 1.7 1.7 1.9 2 1.8 0.8 14.9
Thailand Thailand Thanachart Bank 2.6 1.1 1.7 0.8 0.5 1.3 1.7 2.5 1.8 0.8 14.8
Vietnam Vietnam ACB 3.4 1.4 1.2 1 0.8 1.2 1.1 2.5 1.4 0.8 14.8
India India Kotak Mahindra 2.5 1.1 1.2 1.3 0.9 1.7 2 1.3 1.3 1.3 14.5
Brunei Brunei Baiduri 2.5 1.1 1.3 1 0.6 1.5 1.2 3 2 0.3 14.5
Vietnam Vietnam VPBank 3.2 1.4 1.4 0.9 1.1 1.3 1.1 2.1 1 0.8 14.3
Indonesia Indonesia Bank Mandiri 4.5 0.8 1.4 0.5 0.7 1 1 1.5 2 0.8 14.2
Vietnam Vietnam Vietinbank 3.4 1.2 1 1.2 0.9 1.1 0.9 2.4 1.3 0.8 14.2
Sri Lanka Sri Lanka NTB 3.2 0.8 1.2 1 0.7 2 1.5 0.7 2.3 0.8 14.2
Taiwan Taiwan Taipei Fubon 1.8 1.4 2.1 0.5 0.6 1.1 2.4 1.7 1.8 0.8 14.1
Thailand Thailand TMB 2.4 1.1 1.4 0.8 0.8 1.3 1.7 2 1.8 0.8 14.1
Indonesia Indonesia BCA 3 1.1 1.4 0.8 0.9 1.2 1 2.5 1.3 0.8 14.0
Indonesia Indonesia OCBC NISP 2 1.4 1.7 0.6 0.8 1.7 1.8 1.8 0.8 1.3 14.0
Vietnam Vietnam TPBank 3.2 1.3 1 0.8 0.9 1.2 1.1 2.3 1.1 0.8 13.7
Nigeria Nigeria UBA 2 0.8 1.9 0.6 1.2 1.5 1 2 1.7 0.8 13.5
Kuwait Kuwait KFH 2 1.1 1.5 0.6 1 1.5 1 2.8 1.5 0.3 13.4
Thailand Thailand Bangkok Bank 2.5 0.8 1.1 1.3 0.6 1.1 1.7 1.8 1.6 0.8 13.3
Kuwait Kuwait Burgan Bank 2.2 0.8 1.5 0.3 1 1.3 1.5 2.7 1.7 0.3 13.2
Vietnam Vietnam SHB 3 1.2 0.9 0.6 0.8 1.2 0.9 2.7 1 0.8 13.1
Vietnam Vietnam SCBank 3 1.2 0.9 0.8 0.7 1.1 1.1 2.5 1 0.8 13.1
Indonesia Indonesia Bank Danamon 3.3 0.8 1.3 0.5 0.9 1.5 1.2 1.7 0.8 0.8 12.8
Qatar Qatar QNB 1.7 0.8 1.3 0.6 1.2 1.5 1.2 1.7 2 0.8 12.8
Philippines Philippines Metrobank 4.2 1.1 1.1 0.7 0.6 1.1 0.8 2 0.8 0.3 12.7
India India Axis Bank 2.3 0.8 1.6 1.4 0 1.9 2 0.5 1.1 0.8 12.4
Qatar Qatar Doha Bank 1.1 0.8 1.3 0.9 1.2 1.7 0.8 1.8 1.7 0.8 12.1
Vietnam Vietnam SeABank 2.7 1.1 0.9 0.6 0.7 0.9 1 2.5 0.9 0.8 12.1
Vietnam Vietnam LievVietPostBan 2.9 1.2 0.8 0.5 0.8 0.9 0.8 2.3 0.9 0.8 11.9
Indonesia Indonesia CIMB Niaga 1.4 1.4 1.4 0.5 0.8 1.5 1.2 1.8 0.8 0.8 11.7
Philippines Philippines PNB 2.6 1.1 0.9 1.1 0.5 1.3 0.8 2 1 0.3 11.6
India India SBI Bank 1.9 1 0.8 1.6 0.7 1.3 1.3 0.5 1.2 1.3 11.6
Philippines Philippines BPI 1.4 1 1.1 1.3 0.6 1.1 1 2.3 0.8 0.3 10.9