Deliver an Exceptional Customer Experience

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:

  • NerdWallet awarding PNC Mortgage the Best Online Experience for Traditional Mortgage
  • Greenwich Associates recognizing PNC as a Best Brand – Overall, Best Brand – Cash Management and Best Brand – Loan/Lines of Credit in both the Middle Market space ($10 million – $500 million) and the Small Business space ($1 million – $10 million)

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.

Strengthening Connections. Fostering Success.

2018 Corporate Social Responsibility

Summary of Our Efforts »

Download 2018 CSR Report

Download 2018 Executive Summary


Learn More About CSR

Stakeholder Engagement »

Download previous Reports and Newsletters »


NerdWallet awarded PNC Mortgage the Best Online Experience for Traditional Mortgage.

Recognized for our Efforts

Corporate Awards & Recognition

Employer of Choice

  • 50 Most Engaged Workplaces™, Achievers (2018)
  • Most Admired for HR, Human Resource Executive magazine (2018)
  • 50 Happiest Companies in America, CareerBliss (2018)

Diversity & Inclusion

  • 2019 Employer of the Year, Disability:IN (2019)
  • Best Finance Companies for Women, Fairygodboss (2019)
  • Gender-Equality Index (BFGEI), Bloomberg (2019)
  • Best Places to Work for LGBTQ Equality, Human Rights Campaign (2019)
  • A. Leon Higginbotham Corporate Leadership Award, National Lawyers' Committee for Civil Rights (2018)
  • Top 50 Employers, CAREERS & the disABLED magazine (2020)
  • Top 70 Companies for Executive Women, National Association for Female Executives (2019)
  • 100% Score on the 2019 Disability Equality Index® (DEI®) Best Places to Work™
  • The Most Powerful Women in Banking and Finance, American Banker (2018)
  • 50 Best Companies for Diversity, Black Enterprise magazine (2018)
  • Best Companies to work for Women, WOMEN'S CHOICE AWARD® (2019)
  • Top Financial Companies, Professional Woman’s magazine (2019)
  • 2019 "Best-of-the-Best" Corporation for Inclusion, National Gay & Lesbian Chamber of Commerce (NGLCC) and National Business Inclusion Consortium (NBIC) (2019)
  • Best Companies for Dads, Working Mother magazine (2018)
  • 50 Best Places to Work for New Dads, Fatherly (2018)
  • Top Supplier Diversity Programs, Black EOE Journal (2019)
  • Top Employer, Black EOE Journal (2019)
  • Top LGBTQ+ Friendly, Black EOE Journal (2019)
  • 50 Out Front: Best Places to work for Women & Diverse Managers, DiversityMBA Magazine (2019)
  • Best of the Best for Top Disability-Friendly Companies, DIVERSEability magazine (2018)
  • Top Financial/Banking Companies, Hispanic Network magazine (2018)
  • Top 1000 Company Worldwide for Millennial Women, Mogul (2018)
  • Best Companies to work for Multicultural Women, WOMEN'S CHOICE AWARD® (2019)

Military & Veteran Support

  • Best of the Best Top Veteran-Friendly Companies, U.S. Veterans Magazine (2019)
  • Top Veteran Friendly Supplier Diversity Programs, U.S. Veterans magazine (2019)

Community Investments

  • Outstanding Community Reinvestment Act Rating
  • Silver Halo Award, Engage for Good (2018)
  • Laurie D. Zelon Pro Bono Award, Pro Bono Institute (2018)
  • Corporate Social Responsibility Leadership Award, Financial Services Roundtable (2017)
  • Corporate Citizenship Award, Pittsburgh Business Times (2017)

Environmental Sustainability

  • 100 Most Sustainable Companies, Barron’s (2018)
  • Leader in Climate Disclosure, Carbon Disclosure Project (2017)