PNC Bank 2002 Annual Report Download - page 13

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11
Regional Community
Banking serves almost
two million consumers
and small businesses
through its service-
oriented people, flexible
products, and convenient
access. Here are some
highlights of how the
people we serve benefited
from our work.
Since 1998, Regional Community
Banking has adhered to a strategy
of investing in its distribution
system, customer insight, and
technology to create a vibrant
sales culture and personalized
customer experience. This strategy
resulted in increased customer
and employee satisfaction and
has helped us to grow our core
household base. We have also
set records for consumer and
business checking, consumer
lending, and annuity sales.
Driving this success is a team
of committed employees armed
with comprehensive and timely
information that helps them to
more consistently meet customer
needs and enhance sales.
Investments in our distribu-
tion system also provide Regional
Community Banking with a
distinct advantage in the market-
place. Our online banking has
one of the highest penetration
rates in the industry. In 2002, we
more than doubled the number
of deposits and loans opened
through pnc.com. Our 24-hour
telephone banking center is one
of the industry’s best with nearly
90% of customers surveyed rating
its service as excellent. Our ATM
network, the eighth largest in
the country, combined with more
than 700 branches helps us provide
customers with more convenient
and personalized service.
We anticipate further growth
as we accelerate efforts to sell
consumers and small business
owners other valuable services
— such as home equity, broker-
age, and annuity products.
PNC BANK REGIONAL COMMUNITY BANKING
•More than 29,000 small busi-
ness owners have invested in
their businesses through our
branch-based lending products
•Customer satisfaction
with PNC Bank has increased
15 percent since 1999
•More than 5,000 employees
have volunteered to support
community, health, and family
groups since 1999