Global Customer Satisfaction: Service Categories
Overall
Salesforce
Research
Service
Algorithmic Trading
Global Customer Satisfaction: Client Types
Banks
Overall
Salesforce
Research
Service
Algorithmic Trading
Corporates
Overall
Salesforce
Research
Service
Algorithmic Trading
FX Trading Platforms
Overall
Salesforce
Research
Service
Algorithmic Trading
Leveraged Funds
Overall
Salesforce
Research
Service
Algorithmic Trading
Real Money
Overall
Salesforce
Research
Algorithmic Trading
| Global Customer Satisfaction: Service Categories | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 55.42% |
| 2 | Bank of America Merrill Lynch | 45.02% |
| 3 | Standard Chartered | 44.96% |
| 4 | Goldman Sachs | 40.40% |
| 5 | JPMorgan | 39.09% |
| 6 | Societe Generale | 38.80% |
| 7 | Citi | 35.77% |
| 8 | UBS | 35.19% |
| 9 | Deutsche Bank | 34.07% |
| 10 | Barclays | 32.45% |
| 11 | Commerzbank | 31.10% |
| 12 | Morgan Stanley | 30.77% |
| 13 | HSBC | 29.53% |
| 14 | Credit Suisse | 25.96% |
| 15 | BNP Paribas | 22.54% |
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| SalesForce | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | XTX Markets | 66.2% |
| 2 | State Street | 60.3% |
| 3 | Standard Chartered | 50.8% |
| 4 | Bank of America Merrill Lynch | 48.7% |
| 5 | Societe Generale | 42.4% |
| 6 | Goldman Sachs | 41.2% |
| 7 | JPMorgan | 39.4% |
| 8 | Citi | 35.5% |
| 9 | UBS | 34.4% |
| 10 | Barclays | 33.2% |
| 11 | Deutsche Bank | 32.6% |
| 12 | HSBC | 31.8% |
| 13 | Commerzbank | 24.9% |
| 14 | Morgan Stanley | 24.5% |
| 15 | Credit Suisse | 22.2% |
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| Research | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 54.1% |
| 2 | Standard Chartered | 39.9% |
| 3 | Bank of America Merrill Lynch | 39.2% |
| 4 | Goldman Sachs | 37.3% |
| 5 | JPMorgan | 34.9% |
| 6 | Morgan Stanley | 34.0% |
| 7 | Commerzbank | 33.7% |
| 8 | Citi | 33.3% |
| 9 | Societe Generale | 33.1% |
| 10 | HSBC | 29.0% |
| 11 | UBS | 27.1% |
| 12 | Deutsche Bank | 26.8% |
| 13 | Barclays | 24.3% |
| 14 | BNP Paribas | 17.3% |
| 15 | Credit Suisse | 16.9% |
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| Service | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 58.3% |
| 2 | XTX Markets | 58.3% |
| 3 | Bank of America Merrill Lynch | 47.3% |
| 4 | Standard Chartered | 46.1% |
| 5 | JPMorgan | 42.2% |
| 6 | Societe Generale | 41.8% |
| 7 | Goldman Sachs | 41.3% |
| 8 | UBS | 39.2% |
| 9 | Deutsche Bank | 37.7% |
| 10 | Citi | 36.2% |
| 11 | Barclays | 36.1% |
| 12 | Commerzbank | 33.5% |
| 13 | Morgan Stanley | 32.5% |
| 14 | Credit Suisse | 29.6% |
| 15 | HSBC | 29.3% |
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| Algorithmic Trading | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | XTX Markets | 44.7% |
| 2 | State Street | 40.1% |
| 3 | Goldman Sachs | 39.5% |
| 4 | Bank of America Merrill Lynch | 38.5% |
| 5 | Citi | 38.5% |
| 6 | Standard Chartered | 38.3% |
| 7 | JPMorgan | 33.8% |
| 8 | Deutsche Bank | 33.3% |
| 9 | UBS | 32.7% |
| 10 | Morgan Stanley | 32.4% |
| 11 | Credit Suisse | 31.7% |
| 12 | Societe Generale | 30.1% |
| 13 | Barclays | 30.1% |
| 14 | Commerzbank | 29.2% |
| 15 | HSBC | 26.8% |
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| Global Customer Satisfaction: Client Types | ||
| Banks | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Standard Chartered | 46.39% |
| 2 | JPMorgan | 45.33% |
| 3 | Commerzbank | 44.38% |
| 4 | UBS | 43.40% |
| 5 | State Street | 42.72% |
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| SalesForce | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | JPMorgan | 54.2% |
| 2 | Standard Chartered | 53.0% |
| 3 | State Street | 50.7% |
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| Research | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Commerzbank | 50.9% |
| 2 | Standard Chartered | 40.8% |
| 3 | UBS | 39.4% |
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| Service | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | JPMorgan | 47.6% |
| 2 | Standard Chartered | 47.1% |
| 3 | State Street | 45.5% |
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| Algorithmic Trading | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | JPMorgan | 44.6% |
| 2 | Standard Chartered | 42.6% |
| 3 | UBS | 42.5% |
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| Corporates | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Standard Chartered | 46.45% |
| 2 | Societe Generale | 44.35% |
| 3 | Bank of America Merrill Lynch | 43.16% |
| 4 | Goldman Sachs | 39.22% |
| 5 | JPMorgan | 35.77% |
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| SalesForce | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Standard Chartered | 50.5% |
| 2 | Societe Generale | 43.3% |
| 3 | Bank of America Merrill Lynch | 43.1% |
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| Research | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Goldman Sachs | 45.0% |
| 2 | Standard Chartered | 44.9% |
| 3 | Bank of America Merrill Lynch | 40.3% |
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| Service | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Societe Generale | 49.3% |
| 2 | Bank of America Merrill Lynch | 47.1% |
| 3 | Standard Chartered | 46.5% |
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| Algorithmic Trading | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | NatWest | 41.7% |
| 2 | Standard Chartered | 41.6% |
| 3 | Societe Generale | 39.0% |
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| FX Trading Platforms | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | XTX Markets | 66.20% |
| 2 | Barclays | 56.25% |
| 3 | Deutsche Bank | 34.71% |
| 4 | Standard Chartered | 33.04% |
| 5 | UBS | 30.59% |
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| SalesForce | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | XTX Markets | 72.2% |
| 2 | Barclays | 70.0% |
| 3 | UBS | 46.2% |
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| Research | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Barclays | 75.0% |
| 2 | XTX Markets | 41.2% |
| 3 | Deutsche Bank | 23.5% |
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| Service | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | XTX Markets | 71.2% |
| 2 | Barclays | 47.5% |
| 3 | Standard Chartered | 38.5% |
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| Algorithmic Trading | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | XTX Markets | 60.9% |
| 2 | Barclays | 50.0% |
| 3 | Deutsche Bank | 50.0% |
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| Leveraged Funds | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 65.7% |
| 2 | Bank of America Merrill Lynch | 62.4% |
| 3 | Citi | 48.9% |
| 4 | Standard Chartered | 36.4% |
| 5 | ||
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| SalesForce | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 72.4% |
| 2 | Bank of America Merrill Lynch | 67.3% |
| 3 | Standard Chartered | 50.0% |
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| Research | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 65.6% |
| 2 | Bank of America Merrill Lynch | 56.5% |
| 3 | Citi | 55.8% |
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| Service | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 64.7% |
| 2 | Bank of America Merrill Lynch | 60.2% |
| 3 | Citi | 48.5% |
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| Algorithmic Trading | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Bank of America Merrill Lynch | 65.2% |
| 2 | Citi | 65.0% |
| 3 | State Street | 56.5% |
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| Real Money | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 57.00% |
| 2 | Bank of America Merrill Lynch | 53.51% |
| 3 | Citi | 42.89% |
| 4 | Goldman Sachs | 39.10% |
| 5 | JPMorgan | 38.62% |
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| SalesForce | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 60.7% |
| 2 | Bank of America Merrill Lynch | 54.7% |
| 3 | Barclays | 42.9% |
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| Research | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Bank of America Merrill Lynch | 62.1% |
| 2 | State Street | 57.4% |
| 3 | Citi | 49.2% |
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| Service | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 60.7% |
| 2 | Bank of America Merrill Lynch | 52.0% |
| 3 | JPMorgan | 47.1% |
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| Algorithmic Trading | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Citi | 45.8% |
| 2 | BNP Paribas | 44.7% |
| 3 | Bank of America Merrill Lynch | 43.6% |
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Best Service Ranking explained
Our Best Service Awards are based on Customer Satisfaction (CSAT) feedback gathered in our survey. The rankings we generate are determined by the value that respondents place on the services offered by their providers (they can select: Not important – Somewhat important – Very important – Essential – N/A).
Later in the survey, after a respondent designates his/her counterparties, we ask how well those counterparties deliver these services (they can select: Unsatisfactory – Improvement needed – Meets expectations – Exceeds expectations – Exceptional – N/A).
Our standard Customer Satisfaction ranking is to take the services a respondent has designated Very Important and Essential and then look at how each counterparty has performed. We measure the performance as a net score by adding the percentage of “exceeds expectations” and “exceptional” responses and then subtracting the percentage of “unsatisfactory” and “improvement needed” responses. It gives us a net percentage score for each counterparty that shows how good they are at delivering on the services their customers rank as important. This is also depicted in table format here.