Our desire to provide "hassle-free" service is what drives our initiatives for service improvements. We insure overall consistency of service from city to city by identifying areas for improvement and delivering these service enhancements to the exhibitors.

To understand our success in serving your exhibitors, GES follows a phased approach to identifying areas for service improvements and implementation of those improvements.

This approach begins with business-to-business interviews with exhibitors to measure their satisfaction with:

GES overall
Show overall
Exhibitor Services and Ambassador Program
GES Servicenter
Electrical – when applicable
Rental Items
Material Handling
I&D Services

The questionnaire used is standardized for all shows. Summary reports from each show include key findings and selected key comments.

Phase I provides for benchmarking and analysis by identifying overall service levels, customer expectations and experiences, and pinpointing service stress points.

Phase II is characterized by the organizational buy-in. That is, all research results are shared throughout GES and organizational expectations are set. Accountability for the results is established at all levels within GES for managers and employees alike through clear goals, incentives, recognition and coaching. The service initiative is communicated at all levels.

Phase III emphasizes consistency by building strong foundational service skills. The initiatives developed in Phase II are applied to our ever-changing service culture, resulting in fewer service breakdowns and a tighter more consistent customer satisfaction curve throughout GES.

This approach helps us to continually understand the quality of service we deliver to our clients, address areas of concern, and develop programs for raising service satisfaction levels.