2016 Investor Services Survey

Welcome to the Investor Services Survey.  Brought to you by R&M Surveys, this is the world's largest investor services survey.

INTRODUCTION
This page presents an extract from the 24th annual edition of the R&M Survey, measuring customer satisfaction by means of questionnaires completed by a wide range of institutions around the world. 

RESULTS
This extract presents the two main tables from the survey.  The first depicts those providers qualifying in at least three of four geographic regions.  The table is headed by Pictet and RBC in joint first place.

The Experts' Ranking reflects scores given by fund managers who deal with multiple relationships and therefore have a good basis on which to compare service levels.  HSBC takes pride of place, with the industry's two largest providers each dropping one place year-on-year.
Overall Ranking
OVERALL RANKING OF CLIENT SATISFACTION

2016
Bank
Score
1=
Pictet & Cie      
6.29
1=
RBC Investor & Treasury Services      
6.29
3
Northern Trust About Northern Trust Contact Northern Trust View the web site for Northern Trust
5.87
4
J.P. Morgan About J.P. Morgan Contact J.P. Morgan  
5.69
5
BNY Mellon      
5.65
6
BNP Paribas      
5.64
7
HSBC Securities Services      
5.59
8
State Street      
5.15
 
Experts' Ranking
RANKING BY INVESTMENT MANAGERS USING 5+ CUSTODIANS

2016
Bank
Score
1
HSBC Securities Services      
5.17
2
BNY Mellon      
5.07
3
State Street      
5.00
4=
J.P. Morgan About J.P. Morgan Contact J.P. Morgan  
4.98
4=
RBC Investor & Treasury Services      
4.98
6=
BNP Paribas      
4.90
6=
Northern Trust About Northern Trust Contact Northern Trust View the web site for Northern Trust
4.90
 

THE FULL REPORT
The full survey write-up is a must-have for institutional investors, fund managers and other users of securities services, together with service providers and other industry participants.  It drills down to performance in different geographies and examines client satisfaction among various client types.

As well as more than 20 results tables, the full survey report contains much analysis and comment, together with individual bank profiles.  There is also a detailed examination of each of 52 separate service elements - showing each provider's score against the industry average, thus highlighting strengths and weaknesses.

The 2016 edition of the full survey report is available now.