How a bank supercharges client experience with GetFeedback for Salesforce.
—Larry Levine, director of client experience, Peapack-Gladstone Bank
Net Promoter Score®
increase in NPS
in just 12 months
above the industry average
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 bank launched a client feedback program using GetFeedback’s Salesforce integration and custom workflows to swiftly identify and remedy client issues.
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.
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.
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.
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.
—Scott Searle, Salesforce administrator, Peapack-Gladstone Bank