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any mismatches between internal perceptions of the quality
of services provided and the external perceptions of the same
services by clients. A map depicting matches and mismatches is
included in the research reports that McLagan provides. Contact
details for these and other survey-related products and services
are to be found in the box below. Table 2 lists the overall market averages of the countries
covered in the survey from highest to lowest. This provides a
benchmark against which to assess the results of specific service
providers in a particular market. Within the emerging markets
universe, the spread of average scores is surprisingly similar
to that in the major markets, though the gap between top and
bottom performing market is slightly wider.
TABLE 1: GLOBAL PERCEPTIONS OF SERVICE DELIVERY IN EMERGING MARKETS TABLE 2: COUNTRY SCORES (HIGHEST TO LOWEST)
Service area Global average Market Average
Client service 5.56 Saudi Arabia 5.85
Asset servicing 5.52 Russia 5.81
Risk management 5.50 Poland 5.62
Cash management and FX 5.42 Qatar 5.55
Technology 5.41 UAE 5.55
Relationship management 5.30 Greece 5.49
Pricing 5.28 Colombia 5.47
Total 5.23 India 5.46
Account management 5.14 Hungary 5.16
Liquidity management 5.14 Turkey 5.16
Regulation and compliance 4.84 Taiwan 5.13
Innovation 4.75 South Africa 5.10
4.60 Philippines 5.09
Czech Republic 5.04
Egypt 5.04
Malaysia 5.04
Who can I contact with questions or for help regarding
surveys? Thailand 4.99
Pakistan 4.93
or queries about survey questionnaires and methodologies,
F
contact:
Dominic Hobson, [email protected] China 4.89
Indonesia 4.89
Mexico 4.87
or queries about survey participation, timetables and
F
process, contact:
Allison Cayse, [email protected] Brazil 4.80
Chile 4.79
Peru 4.55
Asset safety
For queries about survey research reports, contact:
Keith Amos, [email protected]
or queries about digital accreditation, awards dinners and
F
advertising, contact:
Daljit Sokhi, [email protected]
or queries about Global Custodian’s published survey
F
coverage, contact:
Richard Schwartz, [email protected]
Winter 2018
globalcustodian.com
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