What We Do

What We Do

We empower hospitality businesses

Achieve a 360° customer view with our innovative products and award-winning platform. Paired with a framework proven to improve customer experience, and a knowledgeable support team, HGEM strives to deliver tangible results to the businesses we work with. We'll help you translate data into actions that grow sales.

Products that help enhance operations and customer experience:

Mystery Guest Audits

Ensure teams consistently practice what they have been trained through objective measurement of standards, processes, behaviours and sales opportunities

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Guest Feedback

Engage your guests and capture their thoughts on what is important to you with a fully configurable feedback site that looks and feels like an extension of your brand

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Review Management

Monitor and improve your online reputation with ratings, comments and reviews from up to 12 review platforms, together with stats on competitors

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Product Ratings

Track the performance of each dish using league tables on things like presentation, portion size, temperature, taste, timing, value-for-money

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The Hub platform

The Hub: award-winning Guest Experience Management platform


The Hub is a Guest Experience Management platform where it all comes together. Data from one or multiple products is presented with interactive charts and benchmark comparisons, all colour-coded to help you quickly identify areas needing attention.

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Features that make Guest Experience Management easy:

Sentiment Analysis

Understand what customers are saying about your brand from unstructured data. Analyse sentiment towards specific subjects and how opinions change over time

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Technical Integrations

Achieve more by integrating what we do with selected partners, including employee messaging, CRM platforms, Wifi providers and BI systems

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Case Management

Practice continuous improvement with complaint recording, guest response management, internal audits and the ability to create and assign actions

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Benchmarking

Drive competitive improvements using internal comparisons with average, lots of league tables and external benchmarking of common indicators

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