Metrobank scores big at BankQuality rankings 2020

MANILA, Philippines — Metropolitan Bank & Trust Company (Metrobank) was recently hailed as one of the most helpful banks during the pandemic during the inaugural BankQuality Consumer Survey and Rankings study conducted by the Asian Banker.

Reaping accolades

Among all eight Philippine banks that entered the rankings, Metrobank notched first place with a BankQuality Score (BQS) of 101.54 under the “Most Recommended Retail Banks in Asia Pacific” group. Metrobank’s score is the highest in the Philippines, and fourth in the Asia Pacific.

The ranking places it among the “Top Five” of the region, alongside kakaobank (South Korea) Bank Central Asia (Indonesia), Citibank (Hong Kong) and Maybank (Malaysia). More than 300 banks were analyzed in the study.

In the “Most Helpful Bank in Asia Pacific During COVID-19” category, Metrobank scored a BQS of 100.04 and landed the third spot among seven Philippine banks in the ranks. The bank placed 38th overall in Asia Pacific. The result reflected the voice of consumers, and was a useful indicator of consumer satisfaction with their banks performance especially during the COVID-19 crisis.

The international study was conducted from April 1 to April 30, interviewing 11,000 bank customers aged 18 to 65 in 11 markets across the Asia Pacific region — China, Hong Kong, India, Indonesia, Malaysia, the Philippines, Singapore, South Korea, Thailand and Vietnam. The study gathered feedback from consumers about their engagement, experience, and satisfaction with their main retail banks.

Most recommended retail bank

Metrobank’s position as the top Philippine bank in the “Most Recommended Retail Banks in Asia Pacific” rankings is recognition of its customer-centric approach to banking that allowed consumers to better weather the adverse impacts of the COVID-19 crisis.

Customers voted Metrobank among the top five in the region overall and gave it great marks on the BQS as well as detailed channel, service and product level satisfaction scores because of its steadfast use of technology in providing convenience.

During the early stages of the lockdown where transportation and many businesses shut down completely, Metrbobank’s services both in the branches and online remained hassle-free and uninterrupted, allowing customers to manage finances, pay bills, send money to anyone and do more with just a tap or a click, from the safety of home.

Intensifying efforts, improving services with ‘meaningful banking’

“In these challenging times, Metrobank stands with all Filipinos and we commit to doing our best to deliver three ‘Meaningful Banking’ actions for you and our nation,” shares Metrobank President Fabian S. Dee. 

These steps involve various efforts like keeping critical banking services going including ATMs and CAMs, strict implementation of social distancing, safety and hygiene protocols in branches and offices, and meaningful assistance in the form of the 30-day grace period on Metrobank loan and credit card payments, free InstaPay/PesoNet money transfers and a P200M fund to help most-affected people and communities.

Acknowledging that many are unable to leave home to use ATMs, Metrobank deployed mobile ATMs in selected areas in NCR so people can withdraw cash, check account balances, pay for service and utility bills, transfer funds, buy prepaid load, and request for a new checkbook.

Despite the pandemic landscape, Metrobank thrived in the ‘new normal’ by opening three new Metrobank branches. Among the new branches opened was the Legazpi Marison branch in Albay, thereby effectively expanding the bank’s branch network in more communities nationwide.

Metrobank also enabled Metrobank Online clients to value the importance of savings and investment by allowing depositors to open at Time Deposit account for as low as P10,000. This special TD account earns a higher 1.625% gross interest per annum, perfect for conservative investors who want to earn higher interest and protect their investment amount.

“Meaningful Banking means you can always count on us to proactively push for the best possible means to ensure that services to customers remain seamless and meaningful.  We remain committed to best deliver your needs during this global health crisis. Our branches, e-channels and digital banking services remained operational and your access to meaningful products and expert financial advice continued without disruptions,” concludes Metrobank Retail Banking Sector Head, Senior Vice President Anton Yap.