Helping you match guest experience to brand promise
Through branded survey sites
Your eyes and ears on the ground
Through web and mobile applications
To measure operational behaviours and standards
To measure guest perceptions and opinions
To measure KPIs, trends and benchmarks
To track results and drive actions
Aligned with your culture and standards
To help you get the most from our services
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.
"We do our best to create a memorable experience in a happy bustling environment."
"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
"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
We conduct 400 mystery visits every week to Pret a Manger shops across the UK and Europe
"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
