PNC Bank - Nice

Financial Services in the US

Back to rankings

PNC Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

PNC is gaining ground. The brand has added +1 to its Overall Effort Score this wave, taking it to within just one point of joint leaders, Chase and USAA Bank. It ranks joint third alongside Citi, Bank of America and US Bank.

This is a huge achievement for a brand that ranked joint ninth a year ago. PNC has gradually built on its score of 60 in Q3 2024 to reach 67 in this wave’s data.

Scores have also improved in all four component pillars wave on wave. Style of Communication and Valuing the Customer is up by +2 and Knowledge & Expertise and Speed of Resolving Problems is up by +1.

In October, PNC Bank improved its customer service offering by partnering with Akoya for the expansion of its existing integration to support corporate data sharing through the Akoya data access network. This feature enhances the ability of corporate clients to securely share their financial data with third parties, including fintechs and data aggregators.

The biggest plans were announced last February when the bank announced plans to invest $1bn in its branch network, opening 100 new locations and renovating 1,200 existing ones.

The Customer Effort Index may now be measuring the results of this investment.

Style of Communication

last quarter

60% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

55% rate the expertise of the customer service agent as 'excellent'

51% say the way details were clearly explained to them was 'excellent'

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

54% say the way they understood their needs was 'excellent'

50% say the range of solutions or options that were suitable was "excellent"

67% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

55% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

50% rate how they were not left ?on-hold? or in a call queuing system for a long time as 'excellent'

53% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'