Asian regional and local banks are giving the more established international banks a run for their money when it comes to transaction banking services. That’s according to this year's The Asset Client Satisfaction Index for Transaction Banking.
The 2017 index reveals that client satisfaction ratings of international banks slipped from last year's, while Asian regional banks' ratings surged ahead. Global banks have been under much pressure. Facing more stringent regulations back home and tougher competition from local and non-traditional players, international banks have had to pull back and re-evaluate their commitments to certain markets in Asia. Interestingly, individual markets within Asia have developed their own local transaction banking champions.
Asset Benchmark Research (ABR) compiled data of 790 CFOs/treasurers across Asia-Pacific and the Middle East in February. ABR has been conducting data assessment including online surveys and interviews for the past five years to determine the satisfaction levels of clients in transaction banking.
In China, Bank of Communications achieved the highest client satisfaction rating among local banks. “State-owned banks are getting more efficient,” shares a finance manager from a Chinese technology company. "Chinese banks can offer a good price," another manager says.
But Asian clients aren't abandoning their relationships with international banks that easily. A treasurer from a Chinese e-commerce company explains: "The major difference between Chinese banks and international banks is that we only need to talk to one team in international banks, while we have to deal with a lot of teams in different departments with Chinese banks.”
Within Indonesia, Bank Danamon stood out when it came to client satisfaction. CIMB Niaga and Bank Central Asia were also top-rated. Across Asia, several banks are bolstering their virtual account services to satisfy service demand and help with reconciliation.
The Taiwanese market saw Taipei Fubon Bank, Yuanta Bank and Mega Commercial Bank achieving the top three spots for client satisfaction. In an attempt to satisfy the digital needs of their commercial clients, these banks have made a commitment to boost their technology investment and utilization.
To see the list of rankings and information about our methodology please click here.
To see last year's full list of ranknigs please click here
To learn more about our Treasury Review please click here.
For country and service analyses please get in touch with ABR at [email protected]