Case Study: Peapack-Gladstone Bank boosts Net Promoter Score to 52 with GetFeedback

How Peapack-Gladstone Bank Supercharged Its Client Experience

Peapack‑Gladstone Bank, a New Jersey commercial bank founded in 1921 managing nearly $4 billion in assets, prides itself on personalized client service. As interactions shifted online, leadership needed a systematic way to measure client satisfaction and surface that intelligence in Salesforce so relationship owners could monitor client health and act quickly.

The bank deployed GetFeedback integrated with Salesforce to send NPS surveys that map responses to contact records and trigger workflows—automatic cases for scores of 6 or below—so bankers follow up and managers can analyze results by branch or business line. Within 12 months the program lifted their NPS to 52 (about 20 points above the industry average), enabled daily action and targeted training, and launched automated post‑onboarding surveys to sustain improvement.

Peapack-Gladstone Bank

Scott Searle

Salesforce Administrator