PNB Follows Canara Bank, PNB Employees will get minimum 50 Customer Reviews via QR Code Feedback system
Punjab National Bank (PNB), India’s second-largest public sector bank, is set to enhance its focus on customer service, retail, agriculture, and MSME lending, while selectively targeting corporate loans that yield higher returns, according to its newly appointed MD & CEO, Ashok Chandra.
Chandra, who took charge in January, is spearheading initiatives to improve customer satisfaction. One such step is the introduction of a QR code-based feedback system for all customer-facing employees. Each staff member will be required to receive at least 50 customer reviews, and this feedback will be integrated into their annual performance assessment.
“Customer service must improve, and it will be our top priority. Customer feedback will directly influence employees’ appraisals,” Chandra told The Times of India (TOI). The HR department is currently developing the system, with a rollout expected in May 2025. A similar initiative has already been successfully implemented at Canara Bank, where Chandra previously served as an Executive Director.
Boosting Deposits & CASA Growth
Improving customer service, Chandra believes, will also strengthen PNB’s deposit base, as he aims to position the bank as the primary choice for retail customers, even those with multiple accounts. A key area of focus is increasing the Current Account and Savings Account (CASA) ratio, which has declined to 38% as of December 2024, from 42.5% a year earlier. Given the importance of low-cost deposits, the bank is working on strategies to reverse this decline.
Selective Corporate Lending & Profitability Focus
While Chandra is keen on deepening PNB’s relationship with the top 100 corporate clients, he is also being selective in loan approvals.
“Low-yielding advances don’t generate good income. PNB is the second-largest bank, yet we rank fifth in terms of operating profit. We must be strategic in selecting lending opportunities, with a strong focus on pricing for corporate loans,” Chandra said.
Strengthening Recovery & Reducing NPAs
Apart from expanding lending, Chandra has directed senior officials from the head office to work in the field, either to boost loan disbursements or strengthen recovery efforts.
“Slippages are under control, but recovery can improve,” he noted, highlighting that the bank is actively pursuing one-time settlements to recover bad loans.
With a customer-centric approach, a sharper focus on profitable lending, and stricter recovery mechanisms, Chandra’s leadership is expected to steer PNB towards stronger financial performance and growth.
