East & Partners

What products are performing best in Mid-Corporate Transaction Banking markets downunder?

(Australia) - Receivables that's what. And what's worst - Other e-Services being delivered by transaction banks. And what's actually of most importance to CFOs? Payables and Internet Banking Services.

In a serious mis-match between what mid-corporates actually want from their transaction bankers and where banks are seen to be delivering product performance by their customers, recent analysis of this critical market has pinpointed one of the reasons for sizeable account churn in transaction banking relationships.

*Transaction Banking Service Importance Ratings*

	Average Rating Reported 1 — 2 — 3 — 4 — 5 (high) (low)

Understanding of Customer's Business Needs	1.23
Quality of People	1.47
Loyalty to the Relationship	1.53
Proactivity	1.89
Account Management	2.02
Innovation	2.39

*Product Satisfaction Ratings - Whole of Market*

	Average Rating Reported 1 — 2 — 3 — 4 — 5 (satisfied) (dissatisfied)

	Overall Satisfaction

Cash Management	2.38
Integrated e-Banking Service	2.37
Internet Banking Service	2.39
Receivables	2.30
Payables	2.35
Trade Finance	2.33
Other e-Services	2.56

Note: a synthesis of all individual service factor ratings across all banks

*Product Satisfaction Ratings - Whole of Market*

	Average Rating Reported 1 — 2 — 3 — 4 — 5 (satisfied) (dissatisfied)

	Product/Service Performance

Cash Management	2.22
Integrated e-Banking Service	2.29
Internet Banking Service	2.42
Receivables	2.32
Payables	2.26
Trade Finance	2.30
Other e-Services	2.66

Note: a synthesis of all individual service factor ratings across all banks

*Product Satisfaction Ratings - Whole of Market*

	Average Rating Reported 1 — 2 — 3 — 4 — 5 (satisfied) (dissatisfied)

	Customer Support

Cash Management	2.41
Integrated e-Banking Service	2.38
Internet Banking Service	2.38
Receivables	2.30
Payables	2.33
Trade Finance	2.38
Other e-Services	2.35

Note: a synthesis of all individual service factor ratings across all banks

*Product Satisfaction Ratings - Whole of Market*

	Average Rating Reported 1 — 2 — 3 — 4 — 5 (satisfied) (dissatisfied)

	Value for Money

Cash Management	2.41
Integrated e-Banking Service	2.46
Internet Banking Service	2.25
Receivables	2.35
Payables	2.44
Trade Finance	2.34
Other e-Services	2.64

Note: a synthesis of all individual service factor ratings across all banks

East & Partners Pty Ltd
"Australian Mid-Corporate Transaction Banking Markets Service"
February 2002
A 650 sample of the 6-7,000 sub-A$100M Australian enterprise market