Guest Experience Management

Helping you match guest experience to brand promise

Flight Club Darts Portabello Cosy Club
Ideal Collection Juicebaby Rosa's Thai Cafe
Benugo Polpo Ribs & Burgers
Ahi Poke Wildwood Brownsword Hotels
Berkeley Catering Lasan The Epicurean Collection
Harbourside Fish & Chips Punch Pubs Jolly Fine Pub Co.
CH&Co HMSHost The Spencer
Stadium Events & Hospitality Awards Lexington Reception Services Natural Kitchen
Caffe Monza Harbourside Fish & Chips Heritage GB
Vita Mojo Six by Nico Olympia London
Shepherd Neame The Bay Fish & Chips Tom Browns Brasserie
Lincoln Green Wildwood Ego

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
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

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

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

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

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

Carluccios

Carluccios

Restaurants

Carluccios

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

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What we do