Global Insight Reports

COVID’s Shake Up of Relationship Banking - Unprecedented Customer Coverage Opportunities

East & Partners Global Insight reports explore key issues identified by institutional banking (IB) customers as part of the group’s long running core research programs covering Transaction Banking, Credit, Trade Finance, Business FX, Equipment Finance, Merchant Payments and Customer Sentiment.

The latest H1 2021 Global Insights analysis delves deeper into corporate and institutional banking (CIB) relationship manager (RM) characteristics since the onset of the COVID-19 crisis, frequency and quality of RM contact, relative bank performance in response to the crisis, customer churn, credit demand impacts, estimated recovery timeframes, digitisation impulse in response to COVID restrictions, ESG goals progress and overall, what customers really need from their bank to successfully plan their immediate and longer term strategic objectives.

Key decision makers are faced with overwhelming, competing challenges. The path ahead is uncertain as CFOs continue to comprehend the full scale and scope of the COVID-19 pandemic impact on long term operations.

The latest report provides timely insight into rapidly changing IB relationship management (RM) as a result of the COVID-19 crisis. This exclusive analysis follows the H2 2019 Onboarding and H1 2020 RFP editions, providing valuable ‘voice of the customer’ insights.

The purpose of the report is to identify and guide East & Partners clients including Banks, financial service providers, regulators and legislators of areas of opportunity within the global IB market.

Direct interviews were conducted with the Top 100 revenue ranked corporates in each of eight countries including Australia, China, Hong Kong, Singapore, Germany, the United Kingdom, Canada and the USA. All interviews were conducted on a direct basis with the individual responsible for the treasury and banking function within each enterprise.

Key decision makers including CFOs and corporate treasurers from 748 out of a defined population of 800 institutional enterprises with annual turnover of US$725 million or greater participated in the research without incentive, including an even weighting of multinational corporations (MNCs) and major domestic enterprises.

 

CONTENTS

About the Report
Introduction
Institutional RM Characteristics
Customer Preferences Changing
Relative Bank Performance
Calm in a Crisis
COVID as a Driver for Customer Churn
Behavioural Switching Intentions
Credit Demand Impact and Recovery
Forecast Institutional Banking Borrowing Appetite
Digital Prowess
Treasury Functionality in Highest Demand
ESG Impact
Enterprise Progress Post-COVID
What do Customers Really Need?
Strategic Recommendations
What Next for IB Relationship Banking?
Keeping Pace with Evolving Customer Expectations
Detailed Data Analysis
            Primary Bank COVID-19 Response Ratings           
            COVID-19 Pandemics’ Influence on Bank/Provider Choice     
            COVID-19 Pandemics’ Influence on Wallet Share          
            Most Desirable Benefit for COVID-19 Crisis Navigation   
            Most Important Newly Accessible Digital Functionality  
            Most Important Required but Inaccessible Digital Functionality           
            Most Important Relationship Manager Service Factor   
            Banking Relationships Switched – Post March 2020        
            Banking Relationships Planning to Switch – Next 12 Months      
            Best Banks for COVID-19 Advice – Australia Top 10        
            Best Banks for COVID-19 Advice – Canada Top 10        
            Best Banks for COVID-19 Advice – China Top 10 
            Best Banks for COVID-19 Advice – Germany Top 10       
            Best Banks for COVID-19 Advice – Hong Kong Top 10   
            Best Banks for COVID-19 Advice – Singapore Top 10     
            Best Banks for COVID-19 Advice – United Kingdom Top 10       
            Best Banks for COVID-19 Advice – United States Top 10 
            Best Banks for COVID-19 Advice – Global Top 10           
            Forecast Percentage Credit Demand – Next 6 Months 
            Impact of COVID-19 Pandemic on Firms ESG Goals      
            Delayed New Product Decisions Until Crisis Has Passed 
            Forecast Time Until Full Crisis Recovery      
            Frequency of Interaction with Relationship Manager     
            Opinion of Frequency of RM Interaction  
            RM Interaction Quality Rating        
            Planned Future Engagement with Primary RM – Next 6 Months           
            Extent of Impact of COVID-19 on Neobanks       
            Primary Bank Function Importance Ratings         
            Primary Bank COVID-19 Specialist Assistance Importance Ratings      
            Willingness to Pay for Bank COVID-19 Specialist Assistance