• GfK Brand & Communications
• GfK Customer Loyalty
  • GfK Loyalty Plus
  • GfK Loyalty's Key Driver Analysis Plus
  • Guest Experience Management
  • GfK Action Planning
  • GfK KCRM
• GfK Employee Engagement
• GfK Mystery Shopping
• GfK Roper Consulting
• GfK Roper Omnibus Services
• GfK Roper Public Affairs & Corporate Communications
• GfK Qualitative & Ethnography
• GfK Strategic Innovation
• GfK Shopper & Retail Strategy

Guest Experience Management (GEM)

GfK's approach to transactional satisfaction creates action.

When your challenges are not only strategic but also require every manager in every store or branch to lead the charge, you need GfK's Guest Experience Management ^SM (GEM), our Customer Experience Management solution.

Our philosophy is that every customer and prospect needs to be treated like a guest – whether over the phone, on the web or in person.

GEM programs measure customers' satisfaction with the transaction. GfK's GEM programs include frontline reporting that focuses on actionable drivers that improve the quality of the transaction. The programs frequently involve hot alerts and training that drive improvements deep into your organization.

Scorecards for Everyone

Scorecards track progress for actionable drivers and ensure that every manager understands the goal of achieving consistently higher levels of performance.  

Actionable Insights

In addition to scores, GfK deliverables give your managers insights on how to improve. A help sheet provides tips for improving each actionable item. You can draw on GfK's database of best practice suggestions and we can also customize the actionable recommendations based on your organizations' needs.  

• GfK KDA+SM (Key Driver Analysis Plus) prioritizes areas of improvement for increased actionability.

Easy and Efficient Portal

Driven by GfK's Octopus reporting system, which supports scorecards delivery for GfK clients globally, scalability is effortless. As our clients integrate acquisitions and reorganize their enterprises, GfK ensures that your reporting is aligned with your enterprise.  

Hot Alerts

Triggered by low scores or the occurrence of a problem, GfK can deliver Hot Alerts to your managers. Increasingly, our clients want these delivered on a web-based system where managers not only read about the situation, but also assign responsibility for taking action and recording what was done. Increase accountability as you inspect and control the response to customer problems. 

Gold Stars

Triggered by outstanding survey scores, these alerts provide managers with a source of positive feedback for their teams. Gold Stars adds a positive element to the process of continual improvement. 

Action Planning

GfK action planning tools include powerful features that increase the specificity, feasibility and impact of manager actions. 

Training and Coaching

Training and coaching can be integrated into this process.
(more about GfK Training and Action Planning) 

For more information on GfK Guest Experience Management, contact us.