Our customers are at the center of everything we do. Customer Focus is among PNC’s core values and is included as an annual employee performance goal, making it a priority for every employee to understand how his or her individual role affects the overall customer experience.
Though customer needs continually evolve, our approach to customer experience design and development allows us to react and adjust with speed and flexibility. Our customer advocacy review process ensures that we are looking at the customer impact of any change.
In 2018, we revised how we measure customer engagement by refining our survey questions and improving feedback methods. The Net Promoter Scores for customers continued to be strong, while the comments revealed successes and opportunities. As a part of the feedback cycle, we encourage our employees who interact directly with customers to tell us about opportunities for improvement through our Just Fix It! submission portal.
In 2018, recognition of our customer experience included:
We are committed to delivering an exceptional customer experience and making banking easy. In 2019 and beyond, we’re focused on implementing the digital and technology solutions our customers are seeking, and designing experiences that enhance the customer journey.