PEAPACK-GLADSTONE BANK
Redefining the banking experience
How a bank supercharges client experience with GetFeedback for Salesforce.
The insights we’ve received from GetFeedback clearly tell us what we have to do. By learning about our customers, feedback is becoming part of our culture and how we operate.
—Larry Levine, director of client experience, Peapack-Gladstone Bank
Industry-leading customer experience and satisfaction
52
Net Promoter Score®
(NPS) achieved
+10%
increase in NPS
in just 12 months
62%
above the industry average
for NPS
THE CHALLENGE
Continuing to delight their customers as they shift to online banking
After a century in business managing nearly $4 billion in assets, Peapack-Gladstone Bank knew that client experience was key to its success. As client interactions were increasingly moving online, bankers needed a better way to monitor the health of client relationships.
THE SOLUTION
Feedback integrated with their existing systems
The bank launched a client feedback program using GetFeedback’s Salesforce integration and custom workflows to swiftly identify and remedy client issues.
The right follow up actions at the right time
Each NPS response maps directly back to the contact record, so bankers have visibility into every piece of client feedback. If a client’s NPS is 6 or below, a case is automatically opened in Salesforce so a dedicated banker can follow up.
Continually optimizing the new client experience
Automated onboarding feedback in GetFeedback provides insight into clients’ initial experience with the bank. This data helps to ensure that every new relationship begins with a solid foundation and an exceptional first experience.
Insights that drive improvements in employee performance
With insight into their highest performing bankers, Peapack-Gladstone organizes training programs for client-facing staff to teach the behaviors and activities that promote client satisfaction and impact its NPS.
THE RESULT
Setting the industry standard
After just one year, Peapack-Gladstone Bank achieved an NPS that is 62% higher than the industry average. Given this success, regular insight now directly shapes the way the bank interacts with clients.
Now that we have our client feedback in Salesforce, we can sort it by department, by branch, or by business line and take action on a daily basis.
—Scott Searle, Salesforce administrator, Peapack-Gladstone Bank
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*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, inc., Fred Reichheld and Satmetrix Systems, Inc.