What might be a consequence of low scores in GEM surveys?

A consequence of low scores in GEM (Guest Experience Measurement) surveys is often the identification of areas where staff may need further development. When the feedback indicates that the customer experience is not meeting expectations, it can highlight gaps in skills or knowledge among the staff. As a result, organizations typically respond by implementing training opportunities to address these deficiencies. This helps to ensure that employees have the necessary tools and skills to improve the customer experience, which can ultimately lead to higher satisfaction and performance in the future.

Other options would not effectively address the issues highlighted by low GEM scores. For instance, increasing customer retention typically requires a strong service level, which is contrary to the notion of low scores. Immediate staff bonuses linked to performance might not be warranted if the scores indicate poor service, and de-emphasizing quality standards would not help resolve the issues that led to low scores in the first place. Thus, focusing on training opportunities is a constructive and proactive approach to turn around the results reflected in the surveys.