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.

What Makes Us Different
Makes Us Stronger.

2020 Corporate Responsibility

Summary of Our Efforts »

Download 2020 CR Report


Learn More About CR

Stakeholder Engagement »

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

Recognized for our Efforts

Corporate Awards & Recognition

Reputation

  • Most Powerful Women in Banking, American Banker (2021)
  • Best Overall Bank for Students, Money.com, (2021-2022)
  • Best Private Banks, Global Finance World (2022)
  • No. 3 Paycheck Protection Program Lender in U.S. (2021)
  • U.S. Best Bank, Euromoney Awards for Excellence (2020)

Corporate Responsibility

Our Communities & Responsible Business Practices

  • Outstanding Community Reinvestment Act rating in every evaluation since the law was enacted in 1977
  • 100 Most Sustainable Companies, Barron’s (2022)
  • America’s Most Responsible Companies, Newsweek (2021)

Our Commitment to Diversity & Inclusion

Accessibility

  • 100% Score on Disability Equality Index® (DEI®) Best Places to Work™ (2021)
  • Top 50 Employers, Equal Opportunity Magazine (2021)
  • Top 50 Employers, CAREERS & the disABLED Magazine (2021)

LGBTQ+

  • Best Places to Work for LGBTQ+ Equality, Human Rights Campaign, for 10 consecutive years (2022)
  • Top LGBTQ+ Friendly, Black EOE Journal (2021)
  • Best-of-the-Best Corporation for Inclusion, National Gay & Lesbian Chamber of Commerce and National Business Inclusion Consortium, (2021)

Veterans

  • Best of the Best Top Veteran-Friendly Companies, Top Veteran-Friendly Supplier Diversity Programs, U.S. Veterans Magazine (2021)

Women

  • Gender-Equality Index, Bloomberg (2022)
  • Top Companies for Executive Women, Best Companies for Multicultural Women, Best Companies for Working Mothers, Seramount (2021)
  • 50 Out Front: Best Places to Work for Women & Diverse Managers, Diversity MBA Magazine (2021)
  • Top 70 Companies for Executive Women, National Association for Female Executives (2021)
  • Best Finance Companies for Women, Fairygodboss (2021)