Case Study: Peapack-Gladstone Bank achieves an NPS of +52 — 62% above industry average with GetFeedback

How a bank supercharges client experience with GetFeedback for Salesforce

Peapack‑Gladstone Bank, a nearly century‑old community bank managing about $4 billion in assets, faced the challenge of systematically measuring client sentiment as interactions shifted online. Leadership needed a way to capture feedback within the context of each client’s history in Salesforce so bankers could monitor relationship health and act quickly on issues.

The bank implemented GetFeedback for Salesforce, launching NPS and onboarding surveys and building workflows that automatically open Salesforce cases for low scores so dedicated bankers can follow up. Within 12 months NPS rose to +52—10% higher than the prior year and 62% above the industry average—while insights drove training and faster, more proactive client issue resolution.

Peapack-Gladstone Bank

Larry Levine

Director of Client Experience