The Experience Matters

At PNC, our customers are at the center of everything we do, and delivering an exceptional customer experience is among the key performance goals established for every PNC employee.

Customer-Focused Culture

In 2017, PNC continued to grow its customer-focused employee culture through numerous enhancements, including one to our recruiting and hiring process that will allow us to better assess an individual’s dedication to the customer. Also, our customer advocacy review process was expanded to incorporate a more robust customer impact assessment, and we reinforced behaviors and skills, such as empathy, that are critical for meeting and exceeding customer expectations through enterprise-wide training. Furthermore, to ensure that we can quickly react to customers’ changing needs, we adopted an Agile approach to management within many of our digital and product teams, enabling greater project flexibility and responsiveness.

Our customer-focused culture can be seen in the sheer number of employees who submitted improvement opportunities through our “Just Fix It!” portal, more than triple the number compared to 2016. Employees use Just Fix It! to raise their hands about issues that they believe impact their ability to deliver an exceptional customer experience. Many of these submissions have led to significant process improvements, including extensive system enhancements to reduce employee processing time and expand customer online self-service capabilities.

Our employees’ dedication has been validated by several honors this past year. PNC ranked first in the inaugural J.D. Power 2017 National Bank Satisfaction Study^SM, which provides a comprehensive view of customer experiences with all bank product lines at the six largest national banks. Also, PNC rose to fourth place among 10 traditional Retail Banks in Forrester’s 2017 U.S. Customer Experience Index.

In addition to third-party recognition, PNC uses the Net Promoter Score (NPS) to determine the likelihood of customers recommending our products and services to others. We apply a similar process internally for measuring an employee’s likelihood of recommending PNC as an employer. Our ratings for both continue to increase annually, and we are constantly refining our driver questions and conclusions to ensure that we are creating a consistent, accurate and efficient approach to leveraging feedback.

In 2018, PNC is working to help all employees understand how the company’s customer focus goal specifically applies to them, embedding a stronger sense of customer experience accountability and ownership. We are redesigning and launching our new employee onboarding experience to be more comprehensive and to better instill our corporate values, especially customer focus, within the initial days of joining PNC.

Our customers’ expectations are changing faster than ever, and we are working just as quickly to understand and improve the customer experience.

PNC RANKED

1^st

in the inaugural J.D. Power 2017 National Bank Satisfaction Study^SM

PNC rose to

4^th

among 10 traditional Retail Banks in Forrester’s 2017 U.S. Customer Experience Index.