FX Survey 2018: Global Best Service

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© 2018 Euromoney
Results Index
More Data
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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
  • Service
  • Algorithmic Trading

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Global Customer Satisfaction: Service Categories
Overall 
2018Liquidity ProviderScore (%)
1State Street55.42%
2Bank of America Merrill Lynch45.02%
3Standard Chartered44.96%
4Goldman Sachs40.40%
5JPMorgan39.09%
6Societe Generale38.80%
7Citi35.77%
8UBS35.19%
9Deutsche Bank34.07%
10Barclays32.45%
11Commerzbank31.10%
12Morgan Stanley30.77%
13HSBC29.53%
14Credit Suisse25.96%
15BNP Paribas22.54%
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SalesForce
2018Liquidity ProviderScore (%)
1XTX Markets66.2%
2State Street60.3%
3Standard Chartered50.8%
4Bank of America Merrill Lynch48.7%
5Societe Generale42.4%
6Goldman Sachs41.2%
7JPMorgan39.4%
8Citi35.5%
9UBS34.4%
10Barclays33.2%
11Deutsche Bank32.6%
12HSBC31.8%
13Commerzbank24.9%
14Morgan Stanley24.5%
15Credit Suisse22.2%
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Research
2018Liquidity ProviderScore (%)
1State Street54.1%
2Standard Chartered39.9%
3Bank of America Merrill Lynch39.2%
4Goldman Sachs37.3%
5JPMorgan34.9%
6Morgan Stanley34.0%
7Commerzbank33.7%
8Citi33.3%
9Societe Generale33.1%
10HSBC29.0%
11UBS27.1%
12Deutsche Bank26.8%
13Barclays24.3%
14BNP Paribas17.3%
15Credit Suisse16.9%
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Service
2018Liquidity ProviderScore (%)
1State Street58.3%
2XTX Markets58.3%
3Bank of America Merrill Lynch47.3%
4Standard Chartered46.1%
5JPMorgan42.2%
6Societe Generale41.8%
7Goldman Sachs41.3%
8UBS39.2%
9Deutsche Bank37.7%
10Citi36.2%
11Barclays36.1%
12Commerzbank33.5%
13Morgan Stanley32.5%
14Credit Suisse29.6%
15HSBC29.3%
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Algorithmic Trading
2018Liquidity ProviderScore (%)
1XTX Markets44.7%
2State Street40.1%
3Goldman Sachs39.5%
4Bank of America Merrill Lynch38.5%
5Citi38.5%
6Standard Chartered38.3%
7JPMorgan33.8%
8Deutsche Bank33.3%
9UBS32.7%
10Morgan Stanley32.4%
11Credit Suisse31.7%
12Societe Generale30.1%
13Barclays30.1%
14Commerzbank29.2%
15HSBC26.8%
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Global Customer Satisfaction: Client Types
Banks
Overall 
2018Liquidity ProviderScore (%)
1Standard Chartered46.39%
2JPMorgan45.33%
3Commerzbank44.38%
4UBS43.40%
5State Street42.72%
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SalesForce
2018Liquidity ProviderScore (%)
1JPMorgan54.2%
2Standard Chartered53.0%
3State Street50.7%
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Research
2018Liquidity ProviderScore (%)
1Commerzbank50.9%
2Standard Chartered40.8%
3UBS39.4%
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Service
2018Liquidity ProviderScore (%)
1JPMorgan47.6%
2Standard Chartered47.1%
3State Street45.5%
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Algorithmic Trading
2018Liquidity ProviderScore (%)
1JPMorgan44.6%
2Standard Chartered42.6%
3UBS42.5%
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Corporates
Overall 
2018Liquidity ProviderScore (%)
1Standard Chartered46.45%
2Societe Generale44.35%
3Bank of America Merrill Lynch43.16%
4Goldman Sachs39.22%
5JPMorgan35.77%
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SalesForce
2018Liquidity ProviderScore (%)
1Standard Chartered50.5%
2Societe Generale43.3%
3Bank of America Merrill Lynch43.1%
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Research
2018Liquidity ProviderScore (%)
1Goldman Sachs45.0%
2Standard Chartered44.9%
3Bank of America Merrill Lynch40.3%
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Service
2018Liquidity ProviderScore (%)
1Societe Generale49.3%
2Bank of America Merrill Lynch47.1%
3Standard Chartered46.5%
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Algorithmic Trading
2018Liquidity ProviderScore (%)
1NatWest41.7%
2Standard Chartered41.6%
3Societe Generale39.0%
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FX Trading Platforms
Overall 
2018Liquidity ProviderScore (%)
1XTX Markets66.20%
2Barclays56.25%
3Deutsche Bank34.71%
4Standard Chartered33.04%
5UBS30.59%
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SalesForce
2018Liquidity ProviderScore (%)
1XTX Markets72.2%
2Barclays70.0%
3UBS46.2%
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Research
2018Liquidity ProviderScore (%)
1Barclays75.0%
2XTX Markets41.2%
3Deutsche Bank23.5%
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Service
2018Liquidity ProviderScore (%)
1XTX Markets71.2%
2Barclays47.5%
3Standard Chartered38.5%
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Algorithmic Trading
2018Liquidity ProviderScore (%)
1XTX Markets60.9%
2Barclays50.0%
3Deutsche Bank50.0%
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Leveraged Funds
Overall 
2018Liquidity ProviderScore (%)
1State Street65.7%
2Bank of America Merrill Lynch62.4%
3Citi48.9%
4Standard Chartered36.4%
5
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SalesForce
2018Liquidity ProviderScore (%)
1State Street72.4%
2Bank of America Merrill Lynch67.3%
3Standard Chartered50.0%
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Research
2018Liquidity ProviderScore (%)
1State Street65.6%
2Bank of America Merrill Lynch56.5%
3Citi55.8%
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Service
2018Liquidity ProviderScore (%)
1State Street64.7%
2Bank of America Merrill Lynch60.2%
3Citi48.5%
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Algorithmic Trading
2018Liquidity ProviderScore (%)
1Bank of America Merrill Lynch65.2%
2Citi65.0%
3State Street56.5%
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Real Money
Overall 
2018Liquidity ProviderScore (%)
1State Street57.00%
2Bank of America Merrill Lynch53.51%
3Citi42.89%
4Goldman Sachs39.10%
5JPMorgan38.62%
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SalesForce
2018Liquidity ProviderScore (%)
1State Street60.7%
2Bank of America Merrill Lynch54.7%
3Barclays42.9%
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Research
2018Liquidity ProviderScore (%)
1Bank of America Merrill Lynch62.1%
2State Street57.4%
3Citi49.2%
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Service
2018Liquidity ProviderScore (%)
1State Street60.7%
2Bank of America Merrill Lynch52.0%
3JPMorgan47.1%
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Algorithmic Trading
2018Liquidity ProviderScore (%)
1Citi45.8%
2BNP Paribas44.7%
3Bank of America Merrill Lynch43.6%
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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.