After nearly a century in business, Peapack-Gladstone Bank knew that the client experience was key to its success. But they needed a better way to measure and understand client health. So the bank launched a client feedback program using GetFeedback and Salesforce. Now every banker has a pulse on their client’s satisfaction and is alerted if a client voices concerns, so that they can reach out and repair the relationship. Since kicking off its client satisfaction program, Peapack-Gladstone Bank has boosted its Net Promoter Score by 10% to 52, a direct result of increased visibility into the client experience. Their Net Promoter Score is a full 62% above Temkin Research Group’s reported industry average of 32. Read more about Peapack-Gladsone Bank’s client experience story on the blog.
The next phase of Peapack-Gladstone Bank’s feedback initiative is automated onboarding surveys to understand its client’s initial experience with the bank. This data will ensure that every new relationship begins with a solid foundation.
Each client survey response maps directly back to the contact record, so bankers have visibility into every piece of client feedback. If the client’s Net Promoter Score is 6 or below, a case is automatically opened using the Process Builder, prompting the client’s dedicated banker to follow up with their client and make things right.
Peapack-Gladstone Bank aggregates client feedback into reports and dashboards, so that it has instant visibility into key metrics like Net Promoter Score. These results are directly shaping the way the bank interacts with clients. The bank is organizing training programs for client-facing staff to teach the behaviors and activities that promote client satisfaction and impact its Net Promoter Score.
Over 10,000 companies use GetFeedback to measure, understand, and improve customer experience.