World's Best Retail Banks Ranking 2024
TABInsights tested the world's 26 largest and strongest retail banks in key markets globally and produced a comprehensive ranking that evaluates their capabilities across six critical dimensions: retail financial performance, digital customer base, brand strength, sales management, customer experience, and risk management.
We anticipate releasing the World's Best Retail Banks Ranking 2025 on 20 February 2025. TABInsights evaluates over 50 leading retail banks, ranking them based on their performance across seven critical areas: retail financial performance, retail focus, digital customer base, brand strength, sales management, customer experience, and risk management. This rigorous evaluation offers a comprehensive analysis of each institution’s capabilities.
| Rank | FI | Country/Region | Retail Financial Performance | Digital Customer Base | Brand Strength | Sales Management | Customer Experience | Risk Management | Final score | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Revenue | Revenue Growth | ROE | CIR | Improvements in CIR | Total Score | Digital active | Definition of digital active | Total Score | Deposits market share | Deposit growth | Total Score | Digital sales | Fee income | Total Score | Digital engagement | Net promoter score | Average Android score | Total Score | Quality of book | Improvements in quality of book | Total Score | ||||
| Score | Score | Score | Score | Score | 20% | Score | Score | 20% | Score | Score | 20% | Score | Score | 20% | Score | Score | Score | 10% | Score | Score | 10% | ||||
| 10 | 10 | 10 | 10 | 10 | 10.0 | 10 | 10 | 10.0 | 10 | 10 | 10.0 | 10 | 10 | 10.0 | 10 | 10 | 5 | 5.0 | 10.0 | 10.0 | 5.0 | 50.0 | |||
| 1 | CaixaBank | Spain | 3.0 | 7.0 | 2.0 | 5.0 | 10.0 | 5.4 | 6.1 | 5.0 | 5.6 | 9.0 | 1.0 | 5.0 | 6.5 | 7.0 | 6.8 | 8.0 | 5.8 | 4.1 | 3.6 | 2.0 | 6.0 | 2.0 | 28.3 |
| 2 | Itau Unibanco | Brazil | 3.0 | 6.0 | 4.0 | 6.0 | 10.0 | 5.8 | 5.0 | 7.0 | 6.0 | 9.0 | 4.0 | 6.5 | 7.0 | 6.0 | 6.5 | 4.0 | 7.2 | 4.4 | 3.1 | 0.0 | 0.0 | 0.0 | 27.9 |
| 3 | JPMorgan Chase | US | 10.0 | 2.0 | 10.0 | 4.0 | 3.0 | 5.8 | 9.1 | 7.0 | 8.1 | 6.0 | 3.0 | 4.5 | 6.0 | 3.0 | 4.5 | 7.0 | 3.5 | 4.4 | 3.0 | 7.0 | 1.0 | 2.0 | 27.8 |
| 4 | CCB | China | 10.0 | 4.0 | 7.0 | 8.0 | 0.0 | 5.8 | 2.8 | 10.0 | 6.4 | 6.0 | 5.0 | 5.5 | 5.0 | 3.0 | 4.0 | 5.0 | 3.7 | 3.5 | 2.4 | 9.0 | 0.0 | 2.3 | 26.4 |
| 5 | CTBC Bank | Taiwan | 1.0 | 6.0 | 6.0 | 5.0 | 1.0 | 3.8 | 3.8 | 10.0 | 6.9 | 3.0 | 3.0 | 3.0 | 7.0 | 9.0 | 8.0 | 5.0 | 1.0 | 4.8 | 2.2 | 10.0 | 0.0 | 2.5 | 26.4 |
| 6 | CMB | China | 4.0 | 6.0 | 9.0 | 8.0 | 3.0 | 6.0 | 3.5 | 10.0 | 6.8 | 1.0 | 6.0 | 3.5 | 7.0 | 6.0 | 6.5 | 4.0 | 2.7 | 3.7 | 2.1 | 6.0 | 0.0 | 1.5 | 26.3 |
| 7 | Bank of America | US | 6.0 | 4.0 | 5.0 | 5.0 | 10.0 | 6.0 | 6.6 | 7.0 | 6.8 | 5.0 | 3.0 | 4.0 | 4.9 | 3.0 | 4.0 | 10.0 | 0.0 | 4.6 | 2.9 | 8.0 | 1.0 | 2.3 | 25.9 |
| 8 | Garanti BBVA | Turkey | 1.0 | 2.0 | 9.0 | 6.0 | 0.0 | 3.6 | 5.8 | 7.0 | 6.4 | 4.0 | 2.0 | 3.0 | 8.5 | 8.0 | 8.3 | 8.0 | 5.0 | 4.5 | 3.5 | 3.0 | 1.0 | 1.0 | 25.8 |
| 9 | Royal Bank of Canada | Canada | 3.0 | 4.0 | 7.0 | 6.0 | 4.0 | 4.8 | 6.0 | 7.0 | 6.5 | 7.0 | 3.0 | 5.0 | 4.2 | 5.0 | 4.6 | 6.0 | 0.8 | 3.7 | 2.1 | 10.0 | 1.0 | 2.8 | 25.8 |
| 10 | Ping An Bank | China | 3.0 | 4.0 | 5.0 | 8.0 | 8.0 | 5.6 | 3.2 | 10.0 | 6.6 | 1.0 | 5.0 | 3.0 | 8.3 | 4.0 | 6.2 | 6.0 | 3.6 | 4.2 | 2.8 | 5.0 | 1.0 | 1.5 | 25.6 |
| 11 | BBVA (Spain) | Spain | 2.0 | 3.0 | 3.0 | 6.0 | 9.0 | 4.6 | 5.5 | 7.0 | 6.3 | 7.0 | 2.0 | 4.5 | 5.7 | 7.0 | 6.4 | 6.0 | 4.0 | 4.5 | 2.9 | 0.0 | 3.0 | 0.8 | 25.4 |
| 12 | UOB | Group | 1.0 | 4.0 | 5.0 | 5.0 | 0.0 | 3.0 | 4.6 | 10.0 | 7.3 | 6.0 | 5.0 | 5.5 | 5.1 | 4.0 | 4.6 | 8.0 | 2.5 | 4.3 | 3.0 | 5.0 | 1.0 | 1.5 | 24.8 |
| 13 | ICBC | China | 9.0 | 2.0 | 6.0 | 7.0 | 0.0 | 4.8 | 2.2 | 10.0 | 6.1 | 6.0 | 4.0 | 5.0 | 5.6 | 3.0 | 4.3 | 3.0 | 3.8 | 3.4 | 2.0 | 8.0 | 0.0 | 2.0 | 24.2 |
| 14 | DBS | Group | 1.0 | 4.0 | 6.0 | 4.0 | 10.0 | 5.0 | 6.0 | 1.0 | 3.5 | 7.0 | 2.0 | 4.5 | 5.0 | 5.0 | 5.0 | 6.0 | 3.3 | 4.3 | 2.7 | 9.0 | 1.0 | 2.5 | 23.2 |
| 15 | ING | Global | 3.0 | 0.0 | 10.0 | 3.0 | 1.0 | 3.4 | 5.8 | 7.0 | 6.4 | 6.0 | 1.0 | 3.5 | 7.3 | 3.0 | 5.2 | 7.0 | 4.0 | 4.1 | 3.0 | 5.0 | 2.0 | 1.8 | 23.2 |
| 16 | Banco Santander | Spain | 7.0 | 3.0 | 3.0 | 6.0 | 0.0 | 3.8 | 3.2 | 10.0 | 6.6 | 9.0 | 3.0 | 6.0 | 5.6 | 3.0 | 4.3 | 6.0 | 0.0 | 3.9 | 2.0 | 1.0 | 1.0 | 0.5 | 23.2 |
| 17 | CBA | Australia | 2.0 | 0.0 | 5.0 | 7.0 | 0.0 | 2.8 | 5.0 | 10.0 | 7.5 | 6.0 | 4.0 | 5.0 | 5.0 | 1.0 | 3.0 | 9.0 | 1.0 | 4.1 | 2.8 | 7.0 | 1.0 | 2.0 | 23.1 |
| 18 | HSBC | Global | 4.0 | 4.0 | 3.0 | 3.0 | 10.0 | 4.8 | 4.3 | 10.0 | 7.2 | 7.0 | 0.0 | 3.5 | 6.0 | 1.0 | 3.5 | 6.0 | 1.3 | 2.1 | 1.9 | 7.0 | 2.0 | 2.3 | 23.1 |
| 19 | Absa | Group | 1.0 | 7.0 | 4.0 | 6.0 | 9.0 | 5.4 | 2.6 | 5.0 | 3.8 | 5.0 | 3.0 | 4.0 | 4.5 | 8.0 | 6.3 | 6.0 | 4.4 | 4.8 | 2.7 | 0.0 | 3.0 | 0.8 | 22.9 |
| 20 | Nordea | Group | 1.0 | 4.0 | 2.0 | 6.0 | 4.0 | 3.4 | 4.0 | 7.0 | 5.5 | 5.0 | 1.0 | 3.0 | 5.5 | 6.0 | 5.8 | 6.0 | 3.0 | 4.2 | 2.6 | 8.0 | 1.0 | 2.3 | 22.5 |
| 21 | FirstRand | Group | 1.0 | 2.0 | 10.0 | 5.0 | 0.0 | 3.6 | 3.8 | 5.0 | 2.7 | 6.0 | 3.0 | 4.5 | 5.0 | 9.0 | 7.0 | 10.0 | 4.5 | 4.5 | 2.8 | 0.0 | 7.0 | 1.8 | 22.3 |
| 22 | Barclays | UK | 3.0 | 5.0 | 2.0 | 3.0 | 10.0 | 4.6 | 2.5 | 7.0 | 4.8 | 6.0 | 3.0 | 4.5 | 5.5 | 4.0 | 4.8 | 6.0 | 3.4 | 4.4 | 2.8 | 3.0 | 0.0 | 0.8 | 22.1 |
| 23 | StanChart | Global | 1.0 | 4.0 | 2.0 | 3.0 | 10.0 | 4.0 | 6.3 | 1.0 | 3.7 | 6.0 | 1.0 | 3.5 | 7.4 | 4.0 | 5.7 | 6.0 | 3.8 | 3.5 | 2.7 | 5.0 | 1.0 | 1.5 | 21.0 |
| 24 | Westpac | Australia | 2.0 | 0.0 | 3.0 | 6.0 | 1.0 | 2.4 | 4.6 | 7.0 | 5.8 | 6.0 | 3.0 | 4.5 | 4.4 | 1.0 | 2.7 | 8.0 | 0.0 | 3.6 | 2.3 | 7.0 | 2.0 | 2.3 | 20.0 |
| 25 | NedBank | Group | 1.0 | 4.0 | 8.0 | 4.0 | 3.0 | 4.0 | 3.9 | 5.0 | 4.5 | 4.0 | 0.0 | 2.0 | 5.3 | 7.0 | 6.2 | 6.0 | 4.7 | 3.7 | 2.9 | 0.0 | 0.0 | 0.0 | 19.5 |
| 26 | Citigroup | Global | 4.0 | 2.0 | 3.0 | 3.0 | 0.0 | 2.4 | 3.3 | 7.0 | 5.2 | 3.0 | 0.0 | 1.5 | 6.0 | 1.0 | 3.5 | 7.0 | 2.9 | 4.8 | 2.9 | 6.0 | 0.0 | 1.5 | 17.0 |
Methodology: The scorecard assessment covers capabilities mapped across six key dimensions: retail financial performance, digital customer base, brand strength, sales management, customer experience, and risk management.
Source: TABInsights
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Bryan Lo
Risk Management & Regulatory Strategy Expert
Brian Lo is a seasoned risk professional with nearly 30 years of experience across global financial institutions. Based in Hong Kong and Singapore, he has led teams in managing market and liquidity risk, counterparty risk, and asset and liability management. His expertise encompasses quantitative modelling, risk governance, stress testing, and regulatory compliance. Brian has also played a critical role in developing internal risk models, driving strategic initiatives, and advising on cutting-edge risk solutions, including AI and machine learning applications. Throughout his career, he has served on multiple risk committees, providing strategic insights to senior management and boards, and has been instrumental in implementing Basel reforms and risk management innovations. Brian’s approach integrates deep technical knowledge with practical leadership, making him a valuable contributor to banking risk management education and practice.
Urs Bolt
Chairman, The Banking Academy
Urs Bolt is a seasoned professional with over 35 years of expertise in wealth management, investment banking, and technology. He helps individuals achieve financial well-being and advises senior leaders in financial services and technology on refining business strategies, developing markets, and forging impactful partnerships. Recognised as a global thought leader in digital banking, WealthTech, and decentralised finance, Urs is an active speaker, author, and jury member for esteemed awards and panels. A passionate advocate for sustainable progress, he champions energy policies that balance economic growth and ecological preservation through scientific solutions.