Previous Present

Vision Mission

To be the most admired

We are The Philippine bank
financial services organization
promoting financial prosperity
in the country in terms of:
for all Filipinos and their
Financial Performance
businesses, locally and
Innovativeness
internationally, empowering them
Customer Perception Social to build a competitive, inclusive,
Responsibility and sustainable economy.
Long Term Vision
 Values

• Reliable
• Passion
• Trust and Integrity
• Care
• Strength or Stability
• Adaptive to Change
• Competence
 AWARDS

CHARACTERISTICS OBSERVED

RESPONSIVENESS ACCOUNTABILITY
 INTERVIEWEES

BRANCH MANAGER
Mrs. Nerieta M. Angam
Other 3 employees:
Mr. U Teller
Ms. A Teller
Ms. J Teller
 Results and Discussions
2. In times of financial crisis PNB finds
• As one of the largest privately-owned
effective ways of keeping the bank in the
Philippine Universal banks, what is your
forefront of potential customers' minds while
most recent contribution to the
they are looking for the right financial
community you serve? institution for them by:

NUA J NU A J
□□□□ Assistance in times of disasters □□□□ Advertising your products
□□□□ Providing support to partner charities □□□□ Encouraging customer for referrals
Providing support to partner schools Expansioning of partnership in local
□□□□ □□□□ government units
 Results and Discussions
3.PNB limits distractions in the
workplace by:
NUA J
□□□□ Blocking online distractions
□□□□ Keeping personal interaction to
their free time
□□□□ Setting boundaries with colleagues □□□□
4. PNB motivates its employees to do good
work and be more accountable in the
workplace by:
NUA J
□□□□ Improving office work environment
Offering free drinking water
□□□□
Providing incentives to the
employees
Results and Discussions
5.PNB protects customers from
fraudulent activities by:
NU A J
□□□□ Backing Up Information
□□□□ Implementing Multi-factor
authentication
□□□□ Using of Encryption Software
6. PNB responds to the needs of the
customers through:
N UA J
□□□□ Efficient resolution of customer
complaints Providing timely and
□□□□ accurate responses to customers
inquiries
Regular customer feedback
□□□□ collection and analysis through
suggestion box
 CUSTOMER CARE:

Customer service hotline: (+632)8819818

Customer service email: customercare@pnb.com.ph

 CONCLUSIONS

• Both characteristics are observed in PNB namely Responsiveness and

Accountability

• The company is well known for its social responsibility demonstrated

through ‘Pagtutulungan Ng Bayan’

• PNB shows accountability within their company in various practices

through ethical conduct, customer service, and security systems.
 RECOMMENDATIONS

• As a student, we suggest the development of financial literacy

programs and resources for customers, especially for young

and first-time account holders.
DOCUMENTATIONS
 TEAM 6:

TEAM LEADER: Jennelyn ALCANTARA 1 BSBA-FM

ASSISTANT TEAM LEADER: Catherine REMOJO 1 BSBA-FM
DOCUMENTATION OFFICER: RJ Marie IGANG 1 BSBA-FM
TREASURER: Jinky MENDEZ 1 BSBA-FM
VIDEOGRAPHER: Gillian Andrea TIROL 1 BSBA-FM
PRAYER LEADER: Meann RICALDE 2 BSBA-FM