• E.Sun Bank and CTBC outperformed peers in multiple product categories
  • Line Bank led in mobile and internet banking
  • E.Sun Bank was the most helpful financial institution for reducing living costs

The BankQuality™ Consumer Survey and Rankings is a digital consumer feedback channel developed by The Asian Banker. It surveyed 1,000 online customers across Taiwan to understand their engagement, experience, and satisfaction with retail financial service institutions based on services offered, channels available, range of products, and support in managing living costs.

E.Sun and CTBC outperformed peers in multiple product categories

In the recent BankQuality™ Survey, E.Sun Bank was voted the Most Recommended Retail Bank in Taiwan. It was followed by CTBC Bank, the main bank for 20% of Taiwan’s bankable population. Both E.Sun and CTBC received positive feedback for offering competitive interest rates and cost-effective transactions. Customers of both banks enjoy promotions, discounts and fee waivers, making transactions affordable across a broad customer base.
E.Sun Bank outperformed peers in four of 12 product categories: current account and savings account, digital wallets, home loans, and non-life insurance. CTBC ranked first in credit cards, local fund transfers, international remittances and investment products. Bank of Taiwan followed, leading in time deposits and personal loans. Chunghwa Post and Cathay United Bank surpassed other banks in life insurance and wealth advisory, respectively.

Line Bank led in mobile and internet banking 

Line Bank bested peers in two of six channel categories, namely mobile and internet banking. Bank of Taiwan took the top spot in branch banking, CTBC in chatbot services, Cathay United Bank in phone banking, and DBS in relationship management.

Customers commended Line Bank for its application’s ease of use and functionality. With over 1.6 million users in Taiwan, it has  the largest user base among digital banks in the country.

E.Sun Bank was the most helpful financial institution for reducing living costs

With an average score of 4.03 out of five, E.Sun Bank was voted the Most Helpful Main Retail Financial Institution for reducing the cost of living, a category in which financial institutions are scored based on how helpful they are in providing extra savings.

Banks were graded based on how they remind customers of upcoming charges such as bills, overdrafts, outstanding balances and below-minimum balances on deposit accounts in a timely manner that will help them to avoid charges and fees.

About BankQuality™ Survey methodology for Taiwan

The BankQuality™ Survey took place from January to February 2023 in Taiwan across 1,000 respondents. The BankQuality™ Score (BQS) was derived from responses on a scale of 0 to 1. For the products and channels category, the weighted BQS was calculated using values from both primary and secondary banks. This weighted average was then adjusted based on the total number of survey votes in these two categories.

Members of TABInsights can now access the comprehensive Taiwan report, including a detailed breakdown of BQS scores for various institutions, products, and channels. Please click here to access the report.