Guest Experience Management

Helping you match guest experience to brand promise

Butcombe Brewing Co. Bermondsey Pub Co. Sticks 'n' Sushi
Anglian Country Inns HotBox London CH&Co
Shepherd Neame Castle Green Hotel Urban Pubs & Bars
Cocotte Everyman Auntie Anne's
Randall & Aubin Flat Iron St. Pancras Renaissance Hotel London
The Diner CH&Co The Epicurean Collection
The Lucky Onion Boyd Thorpe Associates Peach Pubs
Dishoom ARC Inspirations The Epicurean Collection
Tapas Revolution Juicebaby Camino
Polpo Shoryu Ramen Windmill Taverns Group
Broadgate Benito's Hat Camino
The Angel & Harp HMSHost M Restaurant

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
Pret A Manger

Pret A Manger

Quick Service

Pret A Manger

We provide weekly visits to Pret a Manger shops in the UK and Europe.

Ascot Racecourse

Ascot Racecourse

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.

Wagamama

Wagamama

Casual Dining

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

Punch Pubs

Punch Pubs

Pubs

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

Carluccios

Carluccios

Casual Dining

Carluccios

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

Flat Iron

Flat Iron

Casual Dining

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