Americas (North America, Latin America, Caribbean)
Overall
Overall
Overall
Overall
| Regional Customer Satisfaction | ||
| Americas (North America, Latin America, Caribbean) | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 64.21% |
| 2 | Standard Chartered | 61.20% |
| 3 | Bank of America Merrill Lynch | 50.10% |
| 4 | Deutsche Bank | 44.23% |
| 5 | Citi | 43.94% |
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| Asia | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 51.22% |
| 2 | Bank of America Merrill Lynch | 45.82% |
| 3 | Standard Chartered | 41.36% |
| 4 | Commerzbank | 41.01% |
| 5 | UBS | 40.34% |
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| CEEMEA | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | Standard Chartered | 51.34% |
| 2 | Societe Generale | 51.11% |
| 3 | Citi | 48.35% |
| 4 | HSBC | 27.35% |
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| Western Europe* | ||
| Overall | ||
| 2018 | Liquidity Provider | Score (%) |
| 1 | State Street | 49.09% |
| 2 | Bank of America Merrill Lynch | 40.45% |
| 3 | JPMorgan | 38.37% |
| 4 | Standard Chartered | 36.34% |
| 5 | Goldman Sachs |
36.13% |
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*Please note that due to a small correction in the calculation of the rankings, the Western Europe results differ slightly to the version published in the June edition of Euromoney magazine.
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.