Guest Experience Management

Helping you match guest experience to brand promise

Tom Browns Brasserie Ours Harbourside Fish & Chips
Bermondsey Pub Co. The Spencer Malmaison / Hotel du Vin
Randall & Aubin The Angel Inn Hotel Windmill Taverns Group
Farmer J Old Sarum Hotels Parogon Pub Group
Pret A Manger Chotto Matte Veeraswamy
Peach Pubs dim t Deliciously Ella
M Restaurant The Black Swan Shoryu Ramen
Benito's Hat Greene King Anglian Country Inns
Brunning & Price The Coaching Inn Group Gather & Gather
WOLF Italian Street Food Peyton & Byrne Kings Place
Common Melange Auntie Anne's
Tapas Revolution Benito's Hat Jacobs

Engage your Audience

Engage your Audience

  • Your Guests

    Your Guests

    Through branded survey sites

  • Mystery Guests

    Mystery Guests

    Your eyes and ears on the ground

  • Your Teams

    Your Teams

    Through web and mobile applications

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Engage your Audience

Measure your Performance

Measure your Performance

  • Assessments

    Assessments

    To measure operational behaviours and standards

  • Surveys & Reviews

    Surveys & Reviews

    To measure guest perceptions and opinions

  • Analytics

    Analytics

    To measure KPIs, trends and benchmarks

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Measure your Performance

Improve your Results

Improve your Results

  • Scheduled Reports

    Scheduled Reports

    To track results and drive actions

  • Learning Content

    Learning Content

    Aligned with your culture and standards

  • Client Success Manager

    Client Success Manager

    To help you get the most from our services

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Improve your Results

We understand your business

Our clients
Ascot Racecourse

Ascot Racecourse

Live Events

Ascot Racecourse

HGEM work with Ascot to support the delivery of Royal Ascot. A combination of Mystery Visits, live interviews & on the ground management provide Ascot with an overview of their Guest Experience in real-time throughout the event.

Carluccios

Carluccios

Restaurants

Carluccios

"We do our best to create a memorable experience in a happy bustling environment."

Punch Pubs

Punch Pubs

Pubs & Bars

Punch Pubs

"We like working with the team at HGEM as they took time to understand our business from the very start, support our teams and also challenge us to help make improvements to the program."

Paul Pavli, Managing Director

Wagamama

Wagamama

Restaurants

Wagamama

"We’ve been working with HGEM for many years and throughout that time we’ve always been very impressed by their professionalism, responsiveness and, most importantly, their approach to working collaboratively, all of which combine to make them a trusted partner."

Stuart Wright, Head of Insights

Pret A Manger

Pret A Manger

Quick Service Restaurant

Pret A Manger

We conduct 400 mystery visits every week to Pret a Manger shops across the UK and Europe

Flat Iron

Flat Iron

Restaurants

Flat Iron

"Great responses to queries and questions, very flexible, the Mystery Guests are knowledgeable and well informed, very good customer service and easy to work with."

Fran Gaech, Operations Manager

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What we do