[ S U R V E Y | A G E N T B A N K S I N F R O N T I E R M A R K E T S ]
Sri Lanka
Sri Lanka |
2025 |
2024 |
Global |
Difference to Global |
SCB |
Account Management |
6.33 |
6.00 |
5.72 |
0.61 |
6.40 |
Asset Safety |
6.17 |
6.00 |
5.81 |
0.35 |
6.20 |
Asset Servicing |
6.17 |
6.00 |
5.75 |
0.41 |
6.20 |
Cash Management and FX |
6.00 |
5.75 |
5.46 |
0.54 |
6.00 |
Client Service and Relationship Management |
6.67 |
6.50 |
5.96 |
0.71 |
6.60 |
Pricing |
4.83 |
5.00 |
4.79 |
0.05 |
5.00 |
Technology |
5.00 |
5.25 |
5.08 |
-0.08 |
5.20 |
Average |
5.88 |
5.79 |
5.51 |
0.37 |
5.94 |
Sri Lanka continues its upward trajectory, achieving a strong overall average score of 5.88 – its highest in recent years. This marks a 9 basis point increase from 5.79 in 2024. Several categories stand out with impressive scores in the Very Good range, most notably Client Service and Relationship Management( 6.67). This category has not only improved by 17 basis points year-on-year but also surpasses the global average by 71 basis points. This marks the fourth consecutive year of growth in this area, underscoring its importance to clients. Account Management( 6.33) has also seen notable improvement, increasing by 33 basis points over the past 12 months. Similarly, Asset Safety( 6.17) and Asset Servicing( 6.17) have each risen by 0.17. Interestingly, respondents consider Asset Safety to be the most critical factor when selecting providers in this market. On the Cash Management and FX front, scores have improved to 6.00 from 5.75 a year ago. However, Pricing dipped slightly to 4.83 from 5.00, and Technology declined to 5.00 from 5.25. Despite these minor decreases, all categories – except Technology – continue to outperform the global category average, maintaining Sri Lanka’ s strong position.
Standard Chartered Bank Standard Chartered Bank holds a solid overall score of 5.94, nearly unchanged from 2024’ s 5.95, keeping it just six basis points shy of the Very Good range. Notably, five of the seven rated categories fall within this top tier. Client Service and Relationship Management( 6.60) leads the way, improving by 27 basis points over the past year. This score also stands 64 basis points above the global category average, reinforcing SCB’ s strong client engagement. However, the most significant yearon-year improvement comes in Account Management( 6.40), which has risen by an impressive 40 basis points. This increase places the category 68 basis points above the global average and 7 basis points above the market average. Asset Safety( 6.20), Asset Servicing( 6.20), and Cash Management and FX( 6.00) have all seen further gains, maintaining strong performance across the board. Pricing( 5.00) and Technology( 5.20) have declined by 67 and 80 basis points,
Client Preference 1st 2nd 3rd 4th 5th 6th 7th 8th
Asset Safety Client Service & Relationship Management Account Management Pricing Cash Management and FX Asset Servicing Technology Regulation and Compliance
respectively. However, both remain firmly in the Good range, with one client affirming,“ We have full satisfaction in the service provided.” Despite these dips, SCB continues to receive strong overall ratings, reflecting its stable and reliable presence in the Sri Lankan market.
74 Global Custodian Spring 2025