BDO Unibank, Inc. was named the country’s “most reputable” bank in 2018, following a study conducted by Kantar TNS.
The research agency said according to the results of its 2018 Corporate Reputation study, BDO overtook Metropolitan Bank & Trust Co. (Metrobank) and Bank of the Philippine Islands (BPI) as the “most reputable” lender in the Philippines in 2018.
The study, which was conducted among 800 class ABC respondents from the Greater Manila Area (GMA) and Metro Cebu, is a follow-up to a survey conducted in 2008, which Metrobank topped.
The corporate reputation model of Kantar TNS focuses on five dimensions — overall reputation/renown, favorability, trust, success, as well as product and service quality.
BDO was rated first in the overall reputation ranking and was highly regarded among Metro Manila respondents, with a score of 90% in 2018, up from 79% 10 years earlier.
The increase in bank’s reputation over the 10-year period was mainly attributed to the “success” metric after it gained dominance in the domestic market while expanding its network globally, the research agency said.
Aside from this, Kantar TNS added that big gains in “product and service quality” also lifted the reputation of BDO.
Meanwhile, BPI and its thrift banking arm BPI Family Savings Bank placed second in both Metro Manila and Metro Cebu, with its overall reputation score at 73% in 2018, down from 80% 10 years earlier.
Metrobank likewise saw a decline in its overall reputation to 73% from 2008’s 84%, even as it managed to take the lead in Metro Cebu.
“Trust, favorability, and product and service quality [were] the factors pulling down the scores for both banks,” Kantar TNS added.
In particular, the respondents said that BPI should focus on “[b]eing a bank that customers feel comfortable to deal with, is well-managed, and has comfortable bank premises,” as these areas perceived to be the strengths of the lender when the survey was last conducted.
Meanwhile, the respondents suggested that Metrobank should improve its 24/7 customer service to provide easy access to funds, after having been first in reputation in 2008.
Completing the top five list are the government-owned Land Bank of the Philippines (LANDBANK) and Philippine National Bank (PNB).
Kantar TNS also cited Rizal Commercial Banking Corp. and its savings banking subsidiary RCBC Savings Bank, as well as Security Bank Corp., as having made major gains in reputation over the ten-year period.
“Consumers are taking notice of efforts to consolidate and strengthen the banking industry,” Kantar TNS Head Jose Villabroza was quoted as saying in a statement.
At the end of September, BDO was the country’s biggest bank in asset terms with P2.79 trillion. It was followed by Metrobank (P1.79 trillion), LANDBANK (P1.77 trillion), BPI (P1.7 trillion) and PNB (P843.33 billion). — Karl Angelo N. Vidal

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