PNB introduces QR Code Feedback for Branches to improve Customer Service

Punjab National Bank (PNB) has introduced QR code-based feedback for branches. This new initiative aims to improve customer service in branches. This new feedback system is active from 01.09.2025.

Earlier, Punjab National Bank (PNB) had introduced a QR code-based feedback system for its employees. However, this initiative could not be implemented due to strong backlash from the staff. Employees opposed the move, stating that the bank is already struggling with lack of basic facilities, poor infrastructure, and weak IT support. In such a situation, taking feedback from employees was not meaningful or productive.

How will this new Feedback system work?

Customer will get following SMS on his/her mobile number: “Dear Customer, thank you for availing the service. Please rate us through QR code of the branch. PNB”

Customer will scan the branch QR code for providing the feedback and will be redirected to feedback page wherein he/she will enter mobile number and validate oneself by entering the captcha and OTP.

List of services availed by a customer will be displayed on the mobile screen. Customer can select any one service or more services and provide the feedback for the selected service.

Customer will select the desired feedback rating (Awesome, satisfied, neutral, sad, disappointed) and submit the feedback. He/ She can also write in remarks field, if he/she desires.

Customer will be allowed for one feedback per branch per day. Customer will be able to provide feedback on same day of availing service.

Customer Feedback can be provided for Following Services

At present following services are implemented and available for feedback by customers:

1. Opening of Customer Accounts (SF/CA/TD)
2. Cash Deposit
3. Cash Withdrawal
4. Locker Issuance
5. Locker Operations
6. Re- KYC
7. FD Renewal
8. Passbook Printing
9. NEFT and RTGS
10. Issuance of Debit Card
11. IBS/MBS activation
12. Closure of Account (SB/CA/TD)
13. A/c opening of Loan accounts: Car Loan, Housing Loan, Education Loan, Personal
    Loan, MUDRA Loan, Agriculture loan.
14. Doorstep Banking Service
15. Sol Transfer of an account
16. Scheme Transfer of an account