TABInsights has tested the world's 20 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. The assessment does not consider individual bank size as the primary strength factor and instead utilises growth figures in order to standardise the evaluation process.
| Rank | FI | Country/Region | Retail Financial Performance | Digital Customer Base | Brand Strength | Sales Management | Customer Experience | Risk Management | Final score | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Revenue Growth | ROE | Improvements in 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 | 25% | Score | Score | Score | Score | 20% | Score | Score | Score | 15% | Score | Score | Score | 10% | Score | Score | 10% | ||||
| 10 | 10 | 10 | 10 | 10 | 12.5 | 10 | 10 | 10.0 | 10 | 10 | 7.5 | 10 | 10 | 10.0 | 10 | 10 | 10 | 5.0 | 10 | 10 | 5.0 | 5.0 | |||
| 1 | CaixaBank | Spain | 7.0 | 2.0 | 0.0 | 5.0 | 10.0 | 6.0 | 6.1 | 5.0 | 5.6 | 9.0 | 1.0 | 3.8 | 6.5 | 7.0 | 6.8 | 8.0 | 5.8 | 4.1 | 3.6 | 3.0 | 5.0 | 2.0 | 27.6 |
| 2 | Itau Unibanco | Brazil | 6.0 | 4.0 | 0.0 | 6.0 | 10.0 | 6.5 | 5.0 | 7.0 | 6.0 | 10.0 | 3.0 | 4.9 | 7.0 | 6.0 | 6.5 | 4.0 | 7.2 | 4.4 | 3.1 | 0.0 | 0.0 | 0.0 | 27.0 |
| 3 | CCB | China | 5.0 | 9.0 | 3.0 | 10.0 | 8.0 | 8.8 | 2.1 | 10.0 | 6.1 | 6.0 | 4.0 | 3.8 | 5.0 | 2.0 | 3.5 | 4.0 | 3.7 | 3.9 | 2.3 | 9.0 | 0.0 | 2.3 | 26.6 |
| 4 | CTBC Bank | Taiwan | 5.0 | 6.0 | 0.0 | 5.0 | 1.0 | 4.3 | 7.9 | 5.0 | 6.5 | 3.0 | 3.0 | 2.3 | 7.0 | 10.0 | 8.5 | 5.0 | 1.0 | 4.4 | 2.1 | 10.0 | 0.0 | 2.5 | 26.0 |
| 5 | CMB | China | 6.0 | 10.0 | 0.0 | 8.0 | 2.0 | 6.5 | 4.6 | 10.0 | 7.3 | 2.0 | 3.0 | 1.9 | 7.0 | 6.0 | 6.5 | 4.0 | 2.7 | 3.7 | 2.1 | 7.0 | 0.0 | 1.8 | 26.0 |
| 6 | Garanti BBVA | Turkey | 2.0 | 9.0 | 0.0 | 6.0 | 0.0 | 4.3 | 5.9 | 7.0 | 6.5 | 3.0 | 2.0 | 1.9 | 8.6 | 8.0 | 8.3 | 8.0 | 5.0 | 4.5 | 3.5 | 4.0 | 1.0 | 1.3 | 25.6 |
| 7 | Royal Bank of Canada | Canada | 4.0 | 7.0 | 2.0 | 6.0 | 4.0 | 5.8 | 6.0 | 7.0 | 6.5 | 7.0 | 3.0 | 3.8 | 4.3 | 5.0 | 4.7 | 6.0 | 0.8 | 3.7 | 2.1 | 10.0 | 1.0 | 2.8 | 25.5 |
| 8 | BBVA (Spain) | Spain | 2.0 | 4.0 | 4.5 | 6.0 | 5.0 | 5.4 | 5.5 | 7.0 | 6.3 | 7.0 | 1.0 | 3.0 | 6.1 | 7.0 | 6.6 | 6.0 | 4.0 | 4.5 | 2.9 | 1.0 | 3.0 | 1.0 | 25.1 |
| 9 | Ping An Bank | China | 5.0 | 6.0 | 0.0 | 8.0 | 3.0 | 5.5 | 3.2 | 10.0 | 6.6 | 1.0 | 4.0 | 1.9 | 8.3 | 4.0 | 6.2 | 6.0 | 3.6 | 4.3 | 2.8 | 6.0 | 1.0 | 1.8 | 24.7 |
| 10 | ICBC | China | 3.0 | 7.0 | 0.0 | 9.0 | 10.0 | 7.3 | 2.2 | 10.0 | 6.1 | 6.0 | 3.0 | 3.4 | 5.6 | 2.0 | 3.8 | 2.0 | 3.8 | 3.4 | 1.8 | 8.0 | 0.0 | 2.0 | 24.4 |
| 11 | UOB | Group | 8.0 | 5.0 | 1.0 | 5.0 | 0.0 | 4.8 | 4.6 | 10.0 | 7.3 | 4.0 | 4.0 | 3.0 | 5.1 | 4.0 | 4.6 | 8.0 | 2.5 | 4.3 | 3.0 | 6.0 | 1.0 | 1.8 | 24.3 |
| 12 | Bank of America | US | 4.0 | 5.0 | 0.0 | 5.0 | 10.0 | 6.0 | 6.6 | 7.0 | 6.8 | 4.0 | 2.0 | 2.3 | 4.9 | 3.0 | 4.0 | 10.0 | 0.0 | 4.6 | 2.9 | 8.0 | 1.0 | 2.3 | 24.2 |
| 13 | DBS | Group | 4.0 | 6.0 | 7.0 | 4.0 | 10.0 | 7.8 | 5.8 | 1.0 | 3.4 | 6.0 | 1.0 | 2.6 | 5.0 | 5.0 | 5.0 | 6.0 | 3.3 | 4.3 | 2.7 | 9.0 | 1.0 | 2.5 | 24.0 |
| 14 | JPMorgan Chase | US | 1.0 | 10.0 | 0.0 | 4.0 | 0.0 | 3.8 | 8.3 | 7.0 | 7.7 | 4.0 | 3.0 | 2.6 | 6.0 | 3.0 | 4.5 | 7.0 | 3.5 | 4.4 | 3.0 | 8.0 | 1.0 | 2.3 | 23.8 |
| 15 | CBA | Australia | 0.0 | 5.0 | 2.0 | 7.0 | 0.0 | 3.5 | 5.0 | 10.0 | 7.5 | 5.0 | 3.0 | 3.0 | 5.0 | 1.0 | 3.0 | 9.0 | 3.0 | 4.1 | 3.2 | 8.0 | 1.0 | 2.3 | 22.5 |
| 16 | ING | Global | 0.0 | 10.0 | 0.0 | 3.0 | 1.0 | 3.5 | 5.8 | 7.0 | 6.4 | 5.0 | 1.0 | 2.3 | 7.3 | 3.0 | 5.2 | 7.0 | 4.0 | 4.1 | 3.0 | 6.0 | 2.0 | 2.0 | 22.3 |
| 17 | StanChart | Global | 2.0 | 3.0 | 4.0 | 3.0 | 10.0 | 5.5 | 6.3 | 1.0 | 3.7 | 3.0 | 1.0 | 1.5 | 7.4 | 7.0 | 7.2 | 6.0 | 3.8 | 3.5 | 2.7 | 6.0 | 1.0 | 1.8 | 22.3 |
| 18 | HSBC | Global | 0.0 | 3.0 | 2.0 | 3.0 | 10.0 | 4.5 | 4.3 | 10.0 | 7.2 | 5.0 | 0.0 | 1.9 | 6.0 | 1.0 | 3.5 | 6.0 | 1.3 | 2.1 | 1.9 | 8.0 | 2.0 | 2.5 | 21.4 |
| 19 | Banco Santander | Spain | 3.0 | 4.0 | 0.0 | 6.0 | 0.0 | 3.3 | 3.2 | 10.0 | 6.6 | 9.0 | 2.0 | 4.1 | 5.6 | 3.0 | 4.3 | 6.0 | 0.0 | 3.9 | 2.0 | 2.0 | 1.0 | 0.8 | 21.0 |
| 20 | Nordea | Group | 3.0 | 2.0 | 1.0 | 6.0 | 1.0 | 3.3 | 4.0 | 7.0 | 5.5 | 3.0 | 1.0 | 1.5 | 5.5 | 6.0 | 5.8 | 6.0 | 3.0 | 4.2 | 2.6 | 8.0 | 1.0 | 2.3 | 20.9 |
| 21 | Barclays | UK | 2.0 | 2.0 | 0.0 | 3.0 | 8.0 | 3.8 | 2.5 | 7.0 | 4.8 | 5.0 | 2.0 | 2.6 | 5.5 | 4.0 | 4.8 | 6.0 | 3.4 | 4.4 | 2.8 | 4.0 | 0.0 | 1.0 | 19.6 |
| 22 | Westpac | Australia | 0.0 | 3.0 | 0.0 | 6.0 | 1.0 | 2.5 | 4.6 | 7.0 | 5.8 | 4.0 | 2.0 | 2.3 | 4.4 | 1.0 | 2.7 | 8.0 | 3.0 | 3.6 | 2.9 | 8.0 | 2.0 | 2.5 | 18.7 |
| 23 | Citigroup | Global | 2.0 | 3.0 | 0.0 | 3.0 | 0.0 | 2.0 | 3.3 | 7.0 | 5.2 | 2.0 | 0.0 | 0.8 | 6.0 | 1.0 | 3.5 | 7.0 | 2.9 | 4.8 | 2.9 | 7.0 | 0.0 | 1.8 | 16.1 |
Source: TABInsights
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.
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