Citibank has been ranked as the leading bank in Singapore for total experience, according to the inaugural report by global research and advisory firm Forrester. The report, released on 22 October 2025, evaluated six banks in Singapore, combining brand and customer experience scores to determine the rankings. This recognition highlights Citibank’s commitment to holistic client service and innovation.
The Total Experience Score, a composite of Forrester’s Brand Experience (BX) Index and Customer Experience (CX) Index, measures perceptions formed by both customers and non-customers through their interactions with a brand. Yeo Wenxian, Citibank Singapore’s CEO, stated, “This ranking validates Citibank’s commitment to serving our clients holistically and reflects our strong global brand among customers and non-customers.”
In the past year, Citibank has introduced numerous initiatives to enhance customer experience, including digital enhancements that streamline transaction authorisation and improve eBrokerage services.
Gourab Kundu, Head of Digital Growth for Asia South Wealth, noted, “We will continue to boost our client experience and build on our ranking.” Citibank plans further enhancements, including app improvements for wealth customers and productivity tools for client advisers.
Citibank’s achievements underscore its role as a leading banking partner, providing a wide range of financial products and services across more than 180 countries.
