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Deutsche Bank( Malaysia) Berhad, has almost doubled its response base this year and in so doing has seen some improvement in its scores over 2016. There is improvement in all service categories with the exception of Operational Reporting, which is still languishing in the low fours. The biggest leap is for Relationship Management and Client Service, up a full 1.24 points to 5.24. This is just shy of the market average, but in itself is considered a good score. Deutsche Bank, however, still has a way to go to match the market averages in all categories, particularly in the area of Operational Reporting mentioned above. Client comments point to areas of strength, but also a number of service aspects that respondents feel need improving. While praising the bank’ s Reputation and Asset Safety, one asset manager suggests that there is a discrepancy between the bank’ s relationship management capabilities( good) and its client service( less good). Another suggests that response times to queries could be improved. On the plus side, one large asset manager highlights the“ in depth knowledge of the products and services offered” among the Deutsche Bank team. Another describes the bank as,“ Reliable and dependable.

HSBC makes the cut this year accounting for some 6 % of total survey responses. Its scores are adequate without being exciting. Six out of ten service categories score in the high fours –‘ Satisfactory’ in overall terms, but below the cusp of‘ Good’( 5.00- 5.99). The bank’ s highest scores are for Trustee and Administration Services and Asset Servicing. In both of these, it comes close to matching the market average. Given the absence of historical survey data for HSBC in the domestic custody market in Malaysia, it is not possible to tell if this performance represents an improvement over time or not. The few client comments are equally split between identifying strengths and pointing out areas for improvement.“ Coverage, experience and breadth of access,” are cited as positives by one asset manager, who goes on, however, to say that“ quality and timeliness of valuation for 2017 seem to be impacted. Further improvement required.” Another points to trade settlement as a strength, but suggests that client reporting could be improved. With a small response base, it is perhaps unfair to draw anything other than tentative conclusions and to await next year’ s survey before making any definitive judgements on HSBC’ s performance.

TABLE 1: SERVICE AREA SCORES

Category 2017 2016 Difference

TABLE 1: SERVICE AREA SCORES

Category 2017 2016 Difference

Summer 2017 globalcustodian. com 69