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Punjab & Sind Bank has introduced a Quarterly Customer Experience Recognition Framework under EASE 9.0 to improve customer service and recognise the efforts of branch employees. Under this framework, branches will be assessed every quarter based on their Customer Satisfaction (CSAT) scores. The aim is to improve customer experience and use customer feedback to deliver better services.
All branches must receive at least 30 valid customer feedback responses during the quarter. If two or more branches have the same CSAT score, preference will first be given to the branch that has received more customer feedback responses. If the number of responses is also the same, the branch that has shown greater improvement compared with the previous quarter will get preference.
After the end of each quarter, the bank’s Centralised Customer Experience (CX) Team will verify the feedback and selection criteria through the CX dashboard or other authorised feedback systems. The consolidated list of eligible branches will then be submitted to the General Manager (Operations) for approval.
Under the framework, one branch from each Regional Office will be selected every quarter as the “Best Branch in Customer Satisfaction”. The selection will be based on the highest quarterly CSAT score among eligible branches under that Regional Office.
After approval, the names of the selected branches will be published on the bank’s HRMS platform, along with details of the relevant quarter and Regional Office. The selected branches will receive appreciation certificates and recognition through official communication channels. The bank will also record the names of employees who were posted at the selected branches during the assessment period, along with their respective periods of contribution. The Centralised CX Team will coordinate with the Human Resources Development (HRD) department to record both branch-level and individual recognition in HRMS.
The bank has also advised branches to encourage customers to share their feedback through various channels, including the bank’s website, email, SMS, WhatsApp and QR codes available at branches.
In February 2026, Punjab National Bank (PNB) had also launched a QR code system in its branches to collect customer feedback. This QR code is displayed in bank branches, and customers can easily share their feedback by scanning it. Through this initiative, PNB aims to improve customer service at branch level. Branches have also been instructed to collect a minimum of 50 feedback responses every month. Click here to read about this in detail.
