PNC Bank - Nice

Financial Services in the US

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PNC Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

PNC Bank has added +2 to its Overall Effort Score this wave, sitting at joint-third in a three-way tie alongside Citi and USAA.

The score has risen thanks to gains across all four pillars. While Style of Communication and Speed of Resolving Problems add +2, Knowledge & Expertise and Valuing the Customer added just +1 so that should be an area of focus for the brand in the next three months.

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 in 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

61% say the politeness of their customer service agents is 'excellent'

55% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

57% rate the expertise of the customer service agent as 'excellent'

54% say the way details were clearly explained to them was 'excellent'

50% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

54% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

66% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

54% rate how easy it was to find the information they wanted on the website/app as 'excellent'

54% 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"

60% say they made it ‘very easy’ to achieve what they set out to do