FX Survey 2018: Regional Customer Satisfaction

COPYING AND DISTRIBUTING ARE PROHIBITED WITHOUT PERMISSION OF THE PUBLISHER: CHUNT@EUROMONEY.COM

By:
Published on:

.

fx2018
© 2018 Euromoney
Results Index
More Data

Americas  (North America, Latin America, Caribbean)

  • Overall

Asia

  • Overall

CEEMEA

  • Overall

Western Europe

  • Overall

.


Regional Customer Satisfaction
Americas (North America, Latin America, Caribbean) 
Overall 
2018Liquidity ProviderScore (%)
1State Street64.21%
2Standard Chartered61.20%
3Bank of America Merrill Lynch50.10%
4Deutsche Bank44.23%
5Citi43.94%
Back to top
Asia  
Overall 
2018Liquidity ProviderScore (%)
1State Street51.22%
2Bank of America Merrill Lynch45.82%
3Standard Chartered41.36%
4Commerzbank41.01%
5UBS40.34%
Back to top
CEEMEA
Overall 
2018Liquidity ProviderScore (%)
1Standard Chartered51.34%
2Societe Generale51.11%
3Citi48.35%
4HSBC27.35%
Back to top
Western Europe* 
Overall 
2018Liquidity ProviderScore (%)
1State Street49.09%
2Bank of America Merrill Lynch40.45%
3JPMorgan38.37%
4Standard Chartered36.34%
5Goldman 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.