Stakeholder Engagement Allows for Continuous Improvement

Channels & Frequency:

• 35 corporate town halls per year
• Pre- and post-corporate town hall surveys
• Annual employee engagement surveys, including the employee Net Promoter Score, which measures an employee’s likelihood of recommending PNC as an employer
• Daily articles and regular videos and employee polls published on PNC News Online (intranet) and Just for Managers (an intranet page dedicated to managers), both of which allow readers to rate content
• PNC News Online feedback mailbox
• PNC’s online collaboration network, which includes but is not limited to forums, blogs, wikis, communities, microblogging and file sharing
• Annual surveys (through PNC’s materiality analysis, among other initiatives)

Key Topics & Concerns Raised:

• Benefits
• Development opportunities
• The company's leadership

PNC's Response:
Our benefits are competitive with those of our peers and position the company for future growth. We always are listening to our employees and work hard to recognize and reward their accomplishments. We provide numerous development tools and opportunities to help employees at all levels grow their careers at PNC. We also provide managers with the tools and resources they need to drive business results, manage risk and develop diverse teams. Our Leadership standards, which chart the course for every PNC manager and select individual contributors, set clear expectations and hold managers accountable to certain behaviors that ensure that PNC meets the demands of a dynamic business environment.

Channels & Frequency:

• Daily interactions on social media
• Daily interactions on PNC Live Chat
• Daily customer transaction surveys
• Quarterly qualitative research, including focus groups, ideation sessions and one-on-one interviews
• Daily phone calls facilitated by PNC Customer Care
• Interviews (through PNC’s materiality analysis, among other initiatives)

Key Topics & Concerns Raised:

• Account servicing
• Customer service
• Data privacy
• Product & Services features/benefits

PNC's Response:
Concerns raised through our customer interactions are regularly monitored and tracked, and are appropriately managed by dedicated teams that follow specific processes and procedures to respond to and resolve issues. Concerns raised through our Office of the Customer are addressed and/or shared with the appropriate business leaders for final resolution.

Channels & Frequency:

• Community Development Banking team
• Daily emails and phone calls
• Dedicated websites for various community programs (PNC Legacy Project, PNC Grow Up Great, etc.)
• Interviews (through PNC's materiality analysis, among other initiatives)
• Regular evaluations to identify program successes and areas for improvement
• Occasional focus groups to help research and develop educational materials, messages and strategies
• Occasional surveys to measure the effectiveness of educational materials that were created to benefit school readiness

Key Topics & Concerns Raised:

Revitalizing our urban cores, where people increasingly want to live and work, remains a topic of interest in the communities we serve. PNC is frequently approached to provide financial and civic support for programs that ensure equitable development benefitting lower-income residents and quality of life, including the arts, culture, and economic and workforce development.

PNC's Response:
Feedback received through PNC’s evaluations and interviews, among other channels, impacts grant and programming decisions. PNC consults both its own and outside experts when solutions may involve financial services. For example, after Hurricanes Harvey and Irma affected Gulf of Mexico and Florida coasts, PNC offered mortgage assistance for customers in communities designated as federal disaster areas.

PNC Community Development Banking also convenes regional advisory councils comprised of local community and bank leaders to discuss the needs of low- and moderate-income households and communities. These discussions often drive PNC’s support of community initiatives, project financing and product and services enhancement.

Channels & Frequency:

• Quarterly earnings materials and conference calls
• Investor conferences and presentations
• Investor meetings
• Annual meeting of shareholders
• SEC filings
• Investor outreach

Key Topics & Concerns Raised:

• Interest rates and financial markets
• Economic environment
• Positive operating leverage
• Loan growth
• Expense management
• Capital and liquidity management
• Tax legislation
• Technology
• Credit quality
• Regulatory environment
• Competition
• Operational risk

PNC's Response:
We regularly and proactively communicate and facilitate a clear understanding of the company's strategic direction and resulting financial performance. We seek to understand and address our shareholders' interests and concerns in a timely manner through our public written and verbal shareholder communication channels.

Channels & Frequency:

• Ongoing dialogue by senior leaders with regulators and federal, state and local government officials
• Regular interactions through Government Relations and Regulatory Affairs teams
• Participation in government-sponsored events and initiatives
• PNC's Executive Committee and Regional Presidents organization, which regularly communicate with government officials
• Participation in government outreach activities arranged by industry groups, including the American Bankers Association

Key Topics & Concerns Raised:

• Capital and financial strength
• Availability of, and fair access to, credit and banking services
• Community reinvestment
• Compliance with laws and regulations, including the laws governing money laundering and terrorist financing

PNC's Responses:
PNC maintains strong capital and liquidity positions. We provide businesses and consumers across our geographies access to a wide array of competitively priced lending and deposit services. We maintain robust, enterprise-wide fair lending, Bank Secrecy Act, Anti-Money Laundering, sanctions and consumer compliance programs. PNC Bank received an "Outstanding" rating under the Community Reinvestment Act.

Channels & Frequency:

• Daily emails and phone calls
• Quarterly, annual and biannual meetings where business leaders and executives meet with suppliers
• PNC's Supplier Diversity Portal
• Interviews (through PNC's materiality analysis, among other initiatives)
• PNC's Enterprise Third-Party Management program
  

Key Topics & Concerns Raised:

The key concerns raised by our suppliers relate to the legal terms and conditions contained in PNC Master Agreements. Specifically, the insurance levels and indemnification language that PNC and other large companies typically require of their suppliers may be unnecessary, irrelevant or challenging for smaller suppliers and engagements. Suppliers also voice concerns regarding the due diligence and ongoing monitoring activities they must complete prior to and while working with PNC.

PNC's Response:
In response to suppliers' concerns, PNC has created a short-form agreement that addresses lower-risk and lower-spend engagements whereby PNC can satisfy its risk mitigation obligations with less onerous terms and conditions. This new agreement has made it easier for small businesses to contract with PNC.

Furthermore, while our third-party due diligence activities are in large part dictated by federal regulation, we work closely with our suppliers to assist them through this process.

Channels & Frequency:

• Interactions on social media
• Daily/weekly emails and phone calls
• Regular meetings
• PNC employees' service on community Boards of Directors

Key Topics & Concerns Raised:

NGOs are most concerned with raising capital and better serving their communities.

PNC's Response:
We often respond by providing time and financial resources.