| How do their own customers rate them? Percentage of very good or excellent ratings customers gave to their lead ICM Overall service categories |
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| 2005 | 2004 | Bank | Score |
| 1 | 6 | Citigroup | 65.50% |
| 2 | 4 | JPMorgan Chase | 62.00% |
| 3 | 1 | HSBC | 59.40% |
| 4 | 5 | SEB | 53.20% |
| 5 | 10 | Deutsche Bank | 52.70% |
| 6 | 9 | Standard Chartered | 45.20% |
| 7 | 11 | Nordea | 43.70% |
| 8 | 15 | Société Générale | 42.70% |
| 9 | 12 | Bank of America | 42.60% |
| 10 | 14 | ABN Amro | 38.30% |
| How do customers rate their lead ICM’s services? Global coverage and delivery |
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| 2005 | 2004 | Bank | Score |
| 1 | 1 | Citigroup | 74.30% |
| 2 | 3 | JPMorgan Chase | 70.00% |
| 3 | 2 | HSBC | 68.30% |
| 4 | 9 | Deutsche Bank | 56.20% |
| 5 | 8 | Société Générale | 46.20% |
| 6 | 7 | ABN Amro | 42.20% |
| 7 | 4 | Standard Chartered | 38.90% |
| 8 | 6 | Bank of America | 38.50% |
| 9 | 13 | SEB | 38.10% |
| 10 | 12 | Nordea | 27.30% |
| Level of commitment to your cash management business | |||
| 2005 | 2004 | Bank | Score |
| 1 | 9 | JPMorgan Chase | 80.00% |
| 2 | 1 | SEB | 76.20% |
| 3 | 4 | Nordea | 72.70% |
| 4 | 12 | Citigroup | 72.40% |
| 5 | 7 | HSBC | 67.70% |
| 6 | 10 | Deutsche Bank | 60.70% |
| 7 | 13 | Bank of America | 53.80% |
| 8 | 5= | Standard Chartered | 50.00% |
| 9 | 5= | Société Générale | 46.20% |
| 10 | 11 | ABN Amro | 43.80% |
| Industry expertise and knowledge | |||
| 2005 | 2004 | Bank | Score |
| 1 | 4 | JPMorgan Chase | 78.90% |
| 2 | 5 | Citigroup | 71.60% |
| 3 | 7= | SEB | 66.70% |
| 4 | 2 | HSBC | 66.60% |
| 5 | 11= | Deutsche Bank | 60.70% |
| 6 | 7= | Nordea | 54.50% |
| 7 | 3 | Standard Chartered | 50.00% |
| 8 | 10 | ABN Amro | 49.20% |
| 9 | 13 | Société Générale | 46.20% |
| 10 | 9 | Bank of America | 38.50% |
| Quality of personnel | |||
| 2005 | 2004 | Bank | Score |
| 1 | 3 | JPMorgan Chase | 75.00% |
| 2 | 2 | HSBC | 68.60% |
| 3 | 10 | Citigroup | 68.10% |
| 4 | 1 | SEB | 66.70% |
| 5 | 5 | Deutsche Bank | 64.00% |
| 6 | 6= | Société Générale | 61.50% |
| 7 | 9 | Bank of America | 53.80% |
| 8 | 6= | Standard Chartered | 52.80% |
| 9 | 4 | Nordea | 45.50% |
| 10 | 8 | ABN Amro | 45.30% |
| Technical support and guidance | |||
| 2005 | 2004 | Bank | Score |
| 1 | 9 | JPMorgan Chase | 65.00% |
| 2 | 10 | Citigroup | 63.30% |
| 3 | 1 | HSBC | 61.20% |
| 4 | 6 | SEB | 57.10% |
| 5 | 3 | Nordea | 54.50% |
| 6 | 8 | Deutsche Bank | 50.60% |
| 7 | 4= | Standard Chartered | 47.20% |
| 8= | 4= | Société Générale | 46.20% |
| 8= | 11 | Bank of America | 46.20% |
| 10 | 12 | ABN Amro | 29.70% |
| Usage of the appropriate EDI standard | |||
| 2005 | 2004 | Bank | Score |
| 1 | 8= | SEB | 61.90% |
| 2 | 7 | Citigroup | 61.00% |
| 3 | 2 | HSBC | 56.10% |
| 4 | 6 | Société Générale | 54.50% |
| 5 | 10 | Deutsche Bank | 54.20% |
| 6 | 3 | JPMorgan Chase | 47.40% |
| 7 | 4 | Bank of America | 46.20% |
| 8 | 1 | Standard Chartered | 41.70% |
| 9 | 5 | ABN Amro | 28.60% |
| Quality of electronic banking security | |||
| 2005 | 2004 | Bank | Score |
| 1 | 5 | Citigroup | 79.60% |
| 2 | 3 | HSBC | 70.30% |
| 3 | 6 | Deutsche Bank | 67.00% |
| 4 | 1 | SEB | 66.70% |
| 5 | 4 | Nordea | 63.60% |
| 6 | 2 | JPMorgan Chase | 60.00% |
| 7 | 10 | ABN Amro | 57.10% |
| 8 | 7= | Bank of America | 53.80% |
| 9 | 9 | Standard Chartered | 50.00% |
| 10 | 7= | Société Générale | 46.20% |
| Effective use of up-to-date technology | |||
| 2005 | 2004 | Bank | Score |
| 1 | 5 | Citigroup | 75.90% |
| 2 | 1 | SEB | 71.40% |
| 3 | 4 | JPMorgan Chase | 60.00% |
| 4 | 3 | HSBC | 57.70% |
| 5 | 2 | Deutsche Bank | 53.50% |
| 6 | 8 | Nordea | 45.50% |
| 7 | 11 | Standard Chartered | 44.40% |
| 8 | 9 | ABN Amro | 32.80% |
| 9= | 7 | Bank of America | 23.10% |
| 9= | 12= | Société Générale | 23.10% |
| Value dating and cut-off times | |||
| 2005 | 2004 | Bank | Score |
| 1 | 2 | JPMorgan Chase | 75.00% |
| 2 | 9 | Nordea | 72.70% |
| 3 | 8 | Citigroup | 61.90% |
| 4 | 1 | SEB | 57.10% |
| 5 | 4 | HSBC | 55.80% |
| 6= | 5 | Bank of America | 53.80% |
| 6= | 3 | Société Générale | 53.80% |
| 8 | 10= | Deutsche Bank | 47.10% |
| 9 | 12 | ABN Amro | 39.10% |
| 10 | 7 | Standard Chartered | 36.10% |
| Competitive pricing | |||
| 2005 | 2004 | Bank | Score |
| 1 | 12 | Société Générale | 53.80% |
| 2 | 11 | Citigroup | 49.40% |
| 3 | 8 | JPMorgan Chase | 47.40% |
| 4 | 5 | HSBC | 46.30% |
| 5 | 10 | Bank of America | 46.20% |
| 6 | 6 | SEB | 42.90% |
| 7 | 9 | Deutsche Bank | 40.90% |
| 8 | 1 | Standard Chartered | 36.10% |
| 9 | 7 | ABN Amro | 35.90% |
| 10 | 4 | Nordea | 27.30% |
| Provision of cross-border cash pooling | |||
| 2005 | 2004 | Bank | Score |
| 1 | 5 | Citigroup | 56.10% |
| 2 | 3 | HSBC | 51.40% |
| 3 | 1 | Société Générale | 50.00% |
| 4 | 4 | ABN Amro | 47.60% |
| 5 | 6 | JPMorgan Chase | 47.40% |
| 6 | 9 | Deutsche Bank | 38.30% |
| 7 | 12 | SEB | 33.30% |
| 8 | 7 | Bank of America | 30.80% |
| 9 | 11 | Standard Chartered | 30.30% |
| 10 | 13 | Nordea | 9.10% |
| Contingency plan capabilities/preparedness | |||
| 2005 | 2004 | Bank | Score |
| 1 | 3 | Citigroup | 54.70% |
| 2 | 2 | HSBC | 51.30% |
| 3 | 7 | SEB | 42.10% |
| 4 | 6 | Deutsche Bank | 36.50% |
| 5 | 11 | Société Générale | 36.40% |
| 6 | 1 | JPMorgan Chase | 31.60% |
| 7 | 10 | Bank of America | 30.80% |
| 8 | 8= | ABN Amro | 30.20% |
| 9 | 12 | Nordea | 27.30% |
| 10 | 4 | Standard Chartered | 24.20% |
| Access to all applicable clearing systems | |||
| 2005 | 2004 | Bank | Score |
| 1 | 6 | Citigroup | 62.90% |
| 2 | 4 | JPMorgan Chase | 57.90% |
| 3 | 3 | HSBC | 53.70% |
| 4 | 5 | Deutsche Bank | 51.20% |
| 5 | 9 | SEB | 50.00% |
| 6 | 11 | Standard Chartered | 45.50% |
| 7 | 13 | ABN Amro | 41.00% |
| 8= | 7= | Société Générale | 38.50% |
| 8= | 10 | Bank of America | 38.50% |
| 10 | 2 | Nordea | 18.20% |
| Innovative payment/collection methods | |||
| 2005 | 2004 | Bank | Score |
| 1 | 6 | Citigroup | 60.70% |
| 2 | 1 | HSBC | 53.40% |
| 3 | 8 | SEB | 52.60% |
| 4 | 4 | JPMorgan Chase | 47.40% |
| 5 | 5 | Deutsche Bank | 47.10% |
| 6 | 3 | Standard Chartered | 44.10% |
| 7 | 2 | Nordea | 36.40% |
| 8 | 9 | ABN Amro | 28.60% |
| 9 | 7 | Bank of America | 25.00% |
| 10 | 13 | Société Générale | 23.10% |
| Quality of web-based solutions | |||
| 2005 | 2004 | Bank | Score |
| 1 | 1 | SEB | 71.40% |
| 2 | 4= | Citigroup | 69.20% |
| 3 | 4= | JPMorgan Chase | 57.90% |
| 4 | 3 | HSBC | 53.60% |
| 5 | 2 | Deutsche Bank | 50.00% |
| 6 | 10 | Standard Chartered | 42.40% |
| 7 | 6 | Nordea | 36.40% |
| 8= | 7 | Bank of America | 25.00% |
| 8= | 12 | Société Générale | 25.00% |
| 10 | 9 | ABN Amro | 23.80% |
| Robustness of electronic platforms | |||
| 2005 | 2004 | Bank | Score |
| 1 | — | JPMorgan Chase | 68.40% |
| 2 | — | Citigroup | 62.70% |
| 3 | — | Nordea | 54.50% |
| 4 | — | HSBC | 53.40% |
| 5 | — | SEB | 52.40% |
| 6 | — | Deutsche Bank | 51.20% |
| 7 | — | Bank of America | 46.20% |
| 8 | — | Standard Chartered | 39.40% |
| 9 | — | ABN Amro | 24.20% |
| 10 | — | Société Générale | 23.10% |
| Global liquidity capabilities | |||
| 2005 | 2004 | Bank | Score |
| 1 | 2 | JPMorgan Chase | 68.40% |
| 2 | 1 | Citigroup | 67.10% |
| 3 | 3 | HSBC | 63.70% |
| 4 | 4 | Deutsche Bank | 54.20% |
| 5 | 8= | Standard Chartered | 51.50% |
| 6= | 7 | ABN Amro | 50.00% |
| 6= | 8= | Société Générale | 50.00% |
| 8 | 6 | Bank of America | 46.20% |
| 9 | 13 | Nordea | 27.30% |
| 10 | 11 | SEB | 23.80% |
| Centralized client service | |||
| 2005 | 2004 | Bank | Score |
| 1 | 6 | JPMorgan Chase | 84.20% |
| 2 | 5 | Citigroup | 61.70% |
| 3 | 11 | Bank of America | 61.50% |
| 4 | 2 | HSBC | 59.70% |
| 5 | 12 | Société Générale | 53.80% |
| 6 | 1 | SEB | 52.40% |
| 7 | 4 | Deutsche Bank | 51.20% |
| 8 | 8= | Standard Chartered | 48.60% |
| 9 | 8= | Nordea | 45.50% |
| 10 | 7 | ABN Amro | 40.60% |
| In-country client service | |||
| 2005 | 2004 | Bank | Score |
| 1 | 6 | Nordea | 63.60% |
| 2 | 2 | HSBC | 63.00% |
| 3 | 4 | Citigroup | 60.90% |
| 4 | 5 | JPMorgan Chase | 57.90% |
| 5 | 7 | Standard Chartered | 57.10% |
| 6 | 3 | Deutsche Bank | 53.40% |
| 7 | 1 | SEB | 52.40% |
| 8 | 8 | Société Générale | 41.70% |
| 9 | 10 | ABN Amro | 40.60% |
| 10 | 9 | Bank of America | 30.80% |
| Ability to send bulk file payment regionally or globally | |||
| 2005 | 2004 | Bank | Score |
| 1 | 1 | Citigroup | 63.70% |
| 2 | 5 | JPMorgan Chase | 61.10% |
| 3 | 2 | HSBC | 56.40% |
| 4 | 3 | Deutsche Bank | 56.00% |
| 5 | 9 | Standard Chartered | 54.50% |
| 6 | 6 | Bank of America | 50.00% |
| 7 | 12 | SEB | 47.60% |
| 8 | 10= | Nordea | 45.50% |
| 9 | 8 | ABN Amro | 38.70% |
| 10 | 10= | Société Générale | 36.40% |
| Bank credit rating | |||
| 2005 | 2004 | Bank | Score |
| 1 | 1 | Citigroup | 80.30% |
| 2 | 5 | JPMorgan Chase | 73.70% |
| 3 | 2 | HSBC | 69.50% |
| 4 | 10= | Société Générale | 66.70% |
| 5 | 3 | Deutsche Bank | 64.00% |
| 6 | 6 | Bank of America | 61.50% |
| 7 | 9 | Standard Chartered | 60.00% |
| 8 | 8 | ABN Amro | 57.10% |
| 9 | 10= | Nordea | 54.50% |
| 10 | 12 | SEB | 35.00% |
| Comprehensive electronic banking capabilities | |||
| 2005 | 2004 | Bank | Score |
| 1 | — | Citigroup | 71.90% |
| 2 | — | HSBC | 64.40% |
| 3 | — | SEB | 61.90% |
| 4 | — | Deutsche Bank | 60.90% |
| 5 | — | JPMorgan Chase | 57.90% |
| 6 | — | Standard Chartered | 50.00% |
| 7 | — | Nordea | 45.50% |
| 8 | — | Bank of America | 38.50% |
| 9 | — | Société Générale | 30.80% |
| 10 | — | ABN Amro | 29.70% |
| Seamless integration of system interfaces | |||
| 2005 | 2004 | Bank | Score |
| 1 | — | Citigroup | 57.10% |
| 2 | — | HSBC | 52.80% |
| 3 | — | JPMorgan Chase | 50.00% |
| 4 | — | Standard Chartered | 43.80% |
| 5 | — | SEB | 42.90% |
| 6 | — | Deutsche Bank | 42.20% |
| 7 | — | Bank of America | 38.50% |
| 8 | — | Nordea | 36.40% |
| 9 | — | Société Générale | 27.30% |
| 10 | — | ABN Amro | 23.80% |
