Data-driven insights to enhance guest experiences
Trusted By
Trusted By
HGEM offers an award-winning hospitality platform that helps operators consistently deliver exceptional experiences. Our products and services increase visibility across customer touchpoints and help implement cycles of continuous improvement in both operations and customer experience.
Generate more reviews and higher ratings
Engage your guests with our fully branded and integrated feedback sites
We make it easy with our interactive dashboards, benchmarking and analytics tools
Use our response templates to quickly get through all those reviews needing a response. Or, if resource is low, we can help!
Keep customers coming back
With our wide range of NPS and demographic analysis reports
Understand what customers are saying about your brand
With dish ratings and a wide range of KPIs, such as presentation or value-for-money
Win back guests with our case management suite and real-time alerts when things go wrong
Deliver steps of service and sell more
Use mystery guests to audit your team against an operational framework
Nurture friendly competition with internal benchmarking, and use the task centre to follow-up any required actions
Use our objective framework to inspire your teams to do their best work
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
Monitor and improve your online reputation with ratings, comments and reviews from up to 12 review platforms, together with stats on competitors
Ensure teams consistently practice what they have been trained through objective measurement of standards, processes, behaviours and sales opportunities
Track the performance of each dish using league tables on things like presentation, portion size, temperature, taste, timing, value-for-money
We’re incredibly proud of the work we do with our hospitality clients to improve guest experience through our insights platform, The Hub — but that’s not all we’re about. At our core, we’re a team of people, passionate about exceptional experiences. Check out who we are and why we’re obsessed with hospitality.
Since we launched our guest experience management programme with HGEM, we have transformed the culture and the way that PizzaExpress listens to customers.
Stephanie Farrow | Head of Strategy & Insight Read PizzaExpress Case Study
"We have a great working relationship with HGEM. There's a lot of collaboration and feedback going back and forth; we're always working together to make the most of the insights we get from the Mystery Guest programme. They really understand our shops and what we are trying to achieve."
Mark Corney | Global Head of Operational Development
“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none & their desire for excellence matches that of our own”.
Jay Scott | Learning and Development Manager
"HGEM survey sites and review management make our lives easier and provide real clarity on what our guests think. There's clear feedback on what we're doing well and where we can improve."
Kate Dell | Head of Brand
