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| © 2020 Euromoney |
| Results Index |
Global Customer Satisfaction: Service Categories
Overall
Algorithmic Trading Execution
Research
Salesforce
Service
Ability in EM Currencies
Global Customer Satisfaction: Client Types
Overall
Research
Salesforce
Service
Ability in EM Currencies
Overall
Client Algorithmic Trading Execution
Research
Salesforce
Service
Ability in EM Currencies
Overall
Research
Salesforce
Service
Ability in EM Currencies
Overall
Research
Salesforce
Service
Ability in EM Currencies
| Global – Overall CSAT – All client segments | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 2 | State Street | 44.1% |
| 2 | 5 | Bank of New York Mellon | 42.9% |
| 3 | 1 | XTX Markets | 39.2% |
| 4 | 3 | Bank of America | 35.7% |
| 5 | 21 | Deutsche Bank | 34.7% |
| 6 | 6 | JPMorgan | 34.4% |
| 7 | 20 | RBC Capital Markets | 34.1% |
| 8 | 7 | Citi | 33.0% |
| 9 | 13 | UBS | 31.9% |
| 10 | 16 | HSBC | 31.8% |
| 11 | 9 | Goldman Sachs | 27.8% |
| 12 | 4 | Standard Chartered | 27.8% |
| 13 | 18 | Morgan Stanley | 26.4% |
| 14 | 8 | Barclays | 24.9% |
| 15 | 15 | Credit Agricole | 23.6% |
| 16 | 17 | Credit Suisse | 21.7% |
| 17 | 19 | Commerzbank | 21.5% |
| 18 | 11 | BNP Paribas | 19.3% |
| 19 | 23 | MUFG | 17.8% |
| 20 | 10 | Societe Generale | 15.9% |
| Global – Client Algorithmic Trading Execution | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | – | Morgan Stanley | 35.7% |
| 2 | – | JPMorgan | 30.2% |
| 3 | – | Bank of New York Mellon | 30.0% |
| 4 | – | Deutsche Bank | 29.8% |
| 5 | – | State Street | 29.4% |
| 6 | – | Bank of America | 27.1% |
| 7 | – | Goldman Sachs | 26.0% |
| 8 | – | UBS | 25.9% |
| 9 | – | Citi | 24.7% |
| 10 | – | HSBC | 24.6% |
| Global – Research | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 6 | Bank of New York Mellon | 45.6% |
| 2 | 2 | State Street | 38.0% |
| 3 | 1 | Bank of America | 36.3% |
| 4 | 14 | RBC Capital Markets | 34.7% |
| 5 | 7 | Citi | 34.6% |
| 6 | 5 | JPMorgan | 34.2% |
| 7 | 16 | Morgan Stanley | 31.7% |
| 8 | 3 | Commerzbank | 30.3% |
| 9 | 18 | HSBC | 30.2% |
| 10 | 17 | Credit Agricole | 30.1% |
| Global – Salesforce | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 2 | Bank of New York Mellon | 55.5% |
| 2 | 3 | State Street | 55.4% |
| 3 | 1 | XTX Markets | 43.8% |
| 4 | 5 | Bank of America | 41.2% |
| 5 | 14 | RBC Capital Markets | 39.1% |
| 6 | 12 | HSBC | 37.7% |
| 7 | 6 | JPMorgan | 37.3% |
| 8 | 4 | Standard Chartered | 36.8% |
| 9 | 19 | Deutsche Bank | 35.7% |
| 10 | 15 | UBS | 35.7% |
| Global – Service | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 2 | State Street | 47.5% |
| 2 | 1 | XTX Markets | 44.9% |
| 3 | 5 | Bank of New York Mellon | 39.7% |
| 4 | 17 | Deutsche Bank | 37.3% |
| 5 | 21 | RBC Capital Markets | 36.0% |
| 6 | 6 | JPMorgan | 35.6% |
| 7 | 4 | Bank of America | 35.6% |
| 8 | 13 | UBS | 33.9% |
| 9 | 7 | Citi | 32.3% |
| 10 | 15 | HSBC | 30.3% |
| Global – Ability in EM Currencies | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | – | Citi | 38.7% |
| 2 | – | Bank of New York Mellon | 37.7% |
| 3 | – | HSBC | 33.7% |
| 4 | – | XTX Markets | 33.3% |
| 5 | – | Bank of America | 32.2% |
| 6 | – | Deutsche Bank | 31.9% |
| 7 | – | State Street | 31.6% |
| 8 | – | JPMorgan | 28.5% |
| 9 | – | Standard Chartered | 27.9% |
| 10 | – | UBS | 25.7% |
| Global – Overall – Banks | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 8 | UBS | 32.7% |
| 2 | 2 | Commerzbank | 32.7% |
| 3 | 1 | Bank of America | 32.2% |
| 4 | 4 | JPMorgan | 31.0% |
| 5 | 13 | Deutsche Bank | 27.2% |
| 6 | 14 | HSBC | 26.4% |
| 7 | 5 | Citi | 25.3% |
| 8 | 7 | Goldman Sachs | 23.9% |
| 9 | 3 | Standard Chartered | 18.4% |
| 10 | 9 | BNP Paribas | 16.1% |
| Global – Research – Banks | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 3 | JPMorgan | 35.2% |
| 2 | 8 | Citi | 32.9% |
| 3 | 6 | UBS | 29.1% |
| 4 | 13 | Deutsche Bank | 17.1% |
| Global – Salesforce – Banks | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 9 | UBS | 41.9% |
| 2 | 4 | JPMorgan | 36.9% |
| 3 | 2 | Bank of America |
35.5% |
| 4 | 5 | Commerzbank | 34.6% |
| 5 | 6 | Goldman Sachs | 26.6% |
| 6 | 11 | HSBC | 25.3% |
| 7 | 12 | Deutsche Bank | 22.1% |
| 8 | 14 | Barclays | 16.7% |
| 9 | 8 | BNP Paribas | 16.5% |
| 10 | 7 | Citi | 16.0% |
| Global – Service – Banks | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 5 | Commerzbank | 31.8% |
| 2 | 12 | Deutsche Bank | 31.6% |
| 3 | 9 | UBS | 30.6% |
| 4 | 4 | JPMorgan | 29.8% |
| 5 | 1 | Bank of America | 28.2% |
| 6 | 14 | HSBC | 25.8% |
| 7 | 2 | Citi | 25.5% |
| 8 | 8 | Goldman Sachs | 22.6% |
| 9 | 7 | BNP Paribas | 19.7% |
| 10 | 10 | Barclays | 12.0% |
| Global – Ability in EM currencies – Banks | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | – | Deutsche Bank | 36.4% |
| 2 | – | Bank of America | 35.0% |
| 3 | – | UBS | 30.5% |
| 4 | – | BNP Paribas | 30.0% |
| 5 | – | JPMorgan | 24.4% |
| Global – Overall – Non-financial corporations | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 2 | Bank of America | 38.9% |
| 2 | 8 | JPMorgan | 38.0% |
| 3 | 10 | UniCredit | 35.0% |
| 4 | 6 | Citi | 31.8% |
| 5 | 7 | HSBC | 31.2% |
| 6 | 11 | Deutsche Bank | 30.4% |
| 7 | 5 | Barclays | 30.0% |
| 8 | 1 | Standard Chartered | 29.6% |
| 9 | 3 | Societe Generale | 20.9% |
| 10 | 4 | BNP Paribas | 20.9% |
| Global – Client Algorithmic Trading Execution – Non-financial corporations | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | – | HSBC | 23.8% |
| 2 | – | Bank of America | 22.2% |
| 3 | – | UniCredit | 21.0% |
| 4 | – | BNP Paribas | 18.2% |
| 5 | – | Citi | 15.1% |
| Global – Research – Non-financial corporations | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 9 | JPMorgan | 36.2% |
| 2 | 1 | Bank of America | 35.2% |
| 3 | 10 | Deutsche Bank | 31.5% |
| 4 | 11 | UniCredit | 30.5% |
| 5 | 8 | Barclays | 29.8% |
| 6 | 4 | HSBC | 28.9% |
| 7 | 5 | Citi | 26.7% |
| 8 | – | Commerzbank | 23.8% |
| 9 | 2 | Standard Chartered | 22.7% |
| 10 | 7 | Credit Agricole | 16.2% |
| Global – Salesforce – Non-financial corporations | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 2 | Bank of America | 46.6% |
| 2 | 10 | UniCredit | 44.9% |
| 3 | 8 | JPMorgan | 38.8% |
| 4 | 1 | Standard Chartered | 38.8% |
| 5 | 5 | HSBC | 36.3% |
| 6 | 3 | Citi | 34.9% |
| 7 | 7 | Barclays | 32.1% |
| 8 | 11 | Deutsche Bank | 31.7% |
| 9 | 6 | BNP Paribas | 27.5% |
| 10 | 9 | Societe Generale | 24.5% |
| Global – Service – Non-financial corporations | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 9 | JPMorgan | 41.9% |
| 2 | 2 | Bank of America | 40.9% |
| 3 | 11 | UniCredit | 34.8% |
| 4 | 6 | Citi | 32.6% |
| 5 | 10 | Deutsche Bank | 31.6% |
| 6 | 4 | Barclays | 31.4% |
| 7 | 7 | HSBC | 30.7% |
| 8 | 1 | Standard Chartered | 28.8% |
| 9 | 3 | Societe Generale | 23.1% |
| 10 | 12 | ING Group | 22.8% |
| Global – Ability in EM Currencies – Non-financial corporations | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | – | Citi | 39.9% |
| 2 | – | JPMorgan | 36.4% |
| 3 | – | UniCredit | 35.8% |
| 4 | – | Bank of America | 34.4% |
| 5 | – | Standard Chartered | 32.3% |
| 6 | – | HSBC | 31.7% |
| 7 | – | Deutsche Bank | 26.3% |
| 8 | – | Barclays | 25.8% |
| 9 | – | Societe Generale | 22.2% |
| 10 | – | ING Group | 21.2% |
| Global – Overall – Leveraged Funds | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 7 | Deutsche Bank | 66.2% |
| 2 | 10 | UBS | 52.2% |
| 3 | 11 | Bank of America | 50.2% |
| 4 | 2 | JPMorgan | 49.8% |
| 5 | – | Bank of New York Mellon | 47.5% |
| 6 | 4 | HSBC | 46.6% |
| 7 | 1 | State Street | 45.7% |
| 8 | 6 | Citi | 45.7% |
| 9 | 12 | Morgan Stanley | 33.3% |
| 10 | 3 | Goldman Sachs | 33.1% |
| Global – Research – Leveraged Funds | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 5 | Deutsche Bank | 64.0% |
| 2 | – | Bank of America | 53.1% |
| 3 | 1 | State Street | 43.8% |
| 4 | 3 | Bank of New York Mellon | 36.4% |
| Global – Salesforce – Leveraged Funds | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 1 | State Street | 58.8% |
| 2 | 9 | Deutsche Bank | 55.6% |
| 3 | 2 | JPMorgan | 54.7% |
| 4 | 6 | UBS | 50.0% |
| 5 | 8 | Bank of America | 48.3% |
| 6 | 12 | Citi | 46.4% |
| 7 | 7 | Goldman Sachs | 44.7% |
| 8 | 11 | Barclays | 44.4% |
| 9 | 10 | Morgan Stanley | 36.4% |
| 10 | 14 | BNP Paribas | 21.4% |
| Global – Service – Leveraged Funds | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 8 | Deutsche Bank | 74.7% |
| 2 | 11 | UBS | 56.5% |
| 3 | – | Bank of America | 53.6% |
| 4 | 1 | State Street | 50.6% |
| 5 | 2 | JPMorgan | 50.5% |
| 6 | 4 | Bank of New York Mellon | 49.5% |
| 7 | 5 | Citi | 46.2% |
| 8 | 7 | HSBC | 41.4% |
| 9 | 10 | Barclays | 36.2% |
| 10 | 3 | Goldman Sachs | 29.6% |
| Global – Ability in EM currencies – Leveraged Funds | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | – | Bank of New York Mellon | 66.7% |
| 2 | – | Bank of America | 61.3% |
| 3 | – | Deutsche Bank | 55.6% |
| 4 | – | State Street | 28.6% |
| Global – Overall – Real Money | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 1 | State Street | 50.6% |
| 2 | 3 | Bank of New York Mellon | 41.4% |
| 3 | 5 | Citi | 35.6% |
| 4 | 7 | HSBC | 33.1% |
| 5 | 6 | Goldman Sachs | 29.3% |
| Global – Research – Real Money | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 2 | State Street | 40.4% |
| Global – Salesforce – Real Money | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 2 | State Street | 64.1% |
| 2 | 1 | Bank of New York Mellon | 60.4% |
| 3 | 6 | HSBC | 44.9% |
| 4 | 4 | Citi | 31.0% |
| 5 | 5 | JPMorgan | 26.7% |
| Global – Service – Real Money | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | 1 | State Street | 54.3% |
| 2 | 3 | Bank of New York Mellon | 36.7% |
| 3 | 6 | Citi | 30.4% |
| 4 | 7 | HSBC | 28.6% |
| 5 | 4 | JPMorgan | 20.9% |
| Global – Ability in EM currencies – Real Money | |||
| Rank 2020 | Rank 2019 | Counterparty | CSAT Score 2020 |
| 1 | – | State Street | 39.2% |
| 2 | – | Bank of New York Mellon | 31.6% |
