Harnessing AI to elevate every guest experience
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We're the preferred CX and Operational Excellence partner for industry leaders across QSR, Restaurant and Pub sectors. Find out how we drive meaningful impact for our clients.
Knowing what your guests think is only half of it. HGEM connects every signal - guest feedback, online reviews, mystery audits, product ratings - and gives managers at every level what they need to close the loop. Ask Halo, your built-in AI insight analyst, what to fix, then build action plans and track progress to completion. All within one platform.
Turn reviews into a competitive advantage
Google rewards businesses that respond consistently. Halo AI generates on-brand replies to reviews in seconds, so you stay engaged at scale and keep climbing the rankings.
Social advocacy prompts on your feedback surveys redirect satisfied guests to Google or TripAdvisor while their experience is fresh. More genuine positive reviews, more often.
Track your ratings against competitors across every platform in one dashboard. When you're behind, your own guest feedback tells you why - so you know exactly where to focus.
Know exactly why guests don't come back
Track NPS by site, area and time period, and drill into the specific parts of the experience that are driving it up or pulling it down.
Sentiment analysis surfaces what guests keep mentioning across feedback and reviews, so recurring issues don't silently chip away at your regulars before you've noticed.
Real-time alerts and built-in case management mean your team can respond to a bad experience the same day, and recover the relationship before it turns into a lost regular.
Coach teams to upsell and measure if it's working
Mystery guest audits reveal exactly which upsell moments are being missed, by dish, by stage of service, by site, so coaching is specific rather than a general reminder to try harder.
Objective audit scores replace gut feel with evidence, making performance conversations focused and productive rather than vague and easy to dismiss.
Internal benchmarking and performance-based bonusing turn upselling from a slide deck talking point into a team habit. Farmer J saw a 3% increase in ATV after implementing audits.
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
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
"Mystery guest audits allow us to monitor our order of service, food quality and full end to end experience, help us define problem areas and build action plans for resolution. The Hub is also a great platform for reviewing menu performance feedback and will be a key factor in our menu development conversation."
Nina Panayiodou | Operations Director
We are just at the start of our HGEM journey and the insight we are already seeing is fantastic. To be able to understand our guest feedback, make data driven decisions and implement changes to improve our business & guest journey is going to be game changing for us! Thank you so much to all the HGEM team for supporting us.
Emily Bagshaw | Head Of Central Operations
“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
