Brand analysis
PNC is soaring. From ranking 10th in Q3 and Q4 2024, the brand is now joint third alongside US Bank, Bank of America and Citi.
This dramatic rise follows the brand adding +6 to its Overall Effort Score and of course growing in all four pillars.
‘Style of Communication’ is up wave on wave by +4, ‘Valuing the Customer’ by +5 and ‘Speed of Resolving Problems’ is up by +6.
Our methodology has been developed to avoid spikes like this. We purposefully have a rolling 12 months of data in the CEI to smooth out dramatic shifts, so what could have happened in the past few months that consumers resonated with so much?
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. Are we seeing the results of this investment? Is staff morale buoyed by the investment in the wider business and in turn, that is driving customer experience improvements?
