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How do their own customers rate them?

Percentage of very good or excellent ratings customers gave to their lead ICM

Overall service categories

Western Europe
2005 2004 Bank Score
1 4 SEB 53.90%
2 8 Deutsche Bank 51.30%
3 5 HSBC 50.00%
4 9 Citigroup 48.60%
5 2 ING 48.50%
6 7 JPMorgan Chase 45.30%
7 12 Société Générale 41.80%
8 6 Nordea 39.30%
9 13 Bank of America 37.80%
10 14 ABN Amro 24.80%

North America
2005 2004 Bank Score
1 1 Citigroup 58.50%
2 4 ABN Amro 36.40%

2005 2004 Bank Score
1 4 JPMorgan Chase 69.90%

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