The material on this site is for financial institutions, professional investors and their professional advisers. It is for information only. Please read our Terms & Conditions, Privacy Policy and Cookies before using this site.

All material subject to strictly enforced copyright laws. © 2021 Euromoney, a part of the Euromoney Institutional Investor PLC.
Surveys

FX Survey 2018: Regional Customer Satisfaction

.

Americas  (North America, Latin America, Caribbean)

  • Overall

Asia

  • Overall

CEEMEA

  • Overall

Western Europe

  • 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%
Back to top
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%
Back to top
CEEMEA
Overall 
2018 Liquidity Provider Score (%)
1 Standard Chartered 51.34%
2 Societe Generale 51.11%
3 Citi 48.35%
4 HSBC 27.35%
Back to top
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%
Back to top

*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.

We use cookies to provide a personalized site experience.
By continuing to use & browse the site you agree to our Privacy Policy.
I agree