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PNC Bank

  Financial Services in the US

PNC Bank overall Effort Score: 60 PNC Bank vs 58 PNC Bank last quarter
Sector Effort Score benchmark: 61 PNC Bank vs 61 PNC Bank last quarter

A good quarter for PNC Bank after it managed to increase its Overall Effort Score by +2 points to 60 and in the process rise in the rankings by one place to 9th.

The main reason for this increase was its Speed of Resolving Problems score, which grew by +4 points to 58, with 52% of those surveyed rating how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent".

Meanwhile, 54% stated they made it ‘very easy’ to achieve what they set out to do.

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.

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Customer Effort in detail

Style of Communication 65 vs 65 last quarter

52% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 60 vs 59 last quarter

49% rate the expertise of the customer service agent as 'excellent'

45% say the way details were clearly explained to them was 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 59 vs 58 last quarter

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the range of solutions or options that were suitable was "excellent"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 54 last quarter

44% rate how easy it was to find the information they wanted on the website/app as 'excellent'

52% 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"

54% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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