Best Retail Bank - Bank Central Asia

This bank has continuously outperformed its peers in terms of financial and market position, digital journey, customer experience, and process and technology. It boasted an efficient retail cost-to-income ratio of 36% and recorded only 1.1% in gross NPL.

It recorded $47 billion (IDR 646 trillion) in retail deposits with a compound annual growth rate of 6.7% from 2020-2022. 

The winning bank leads in the digital realm with 14% of its total retail customer base being active digital users. This digital dominance complements its strong customer acquisition, with 55% increase in total online new accounts, and a 19% increase in online transaction value amounted to $1.54 trillion (IDR 22,931 trillion).

In terms of customer experience this bank recorded the highest BankQuality Score – 71%, and an application rating of 4.2 out of 5, with over 1.3 million votes via google playstore.

With its strong financials, digital presence, customer service, and long years of standing, the Best Retail Bank is Bank Central Asia.