Our Story

Software with a Service

HGEM has been a pioneer for over 20 years. In 2003, we were the first to use the term ‘mystery dining’ as a specialist form of mystery shopping. It reflected the deeper and longer experiences that are typical in hospitality, as compared with retail. Hot on the heels of the dot.com explosion, we were the first to use the internet to provide next-day reporting.

Fast forward to the mid-2010's, and there are many more ways to gain insights from guests from surveys and reviews. We embraced these and were the first to use the term ‘Guest Experience Management’ (GEM). Our mission was to establish this as a core business discipline for hospitality businesses and to be the best source of expertise and tools. That mission has been achieved.

Now, in the mid-2020s, HGEM's award-winning platform, The Hub, is used by tens of thousands of venues, large and small. Guest Experience Managers with operations and marketing roles use it to engage with guests and gain insights that help them to grow sales.

But our growth is not just fueled by our amazing software. Because working in partnership with our clients comes as standard. We act as an extension to your team, interested in your strategy and playing our part to help you achieve it. It's how we learn and innovate. Many of our team have had careers in hospitality, so we understand the terminology and the challenges. We call this 'Software with a Service' and you won't find it anywhere else.

Let's see what we can achieve together!

Paul Pritchard

Senior Business Intelligence Developer

It’s really important to me that our data is secure, accurate and accessible and that our reporting infrastructure is fast, reliable and always available. We always ensure our reporting is engaging, actionable and insightful.

Samantha Grimes

Assessment Quality Manager

I love working in such a friendly positive team and speaking with our mystery guests about their dining experiences.

Paul Watts

Technical Lead

Leading the technical team to design and build fantastic software to help our clients have the very best insight into their business.

Maisie Harris

Implementation Manager

I love the variety of my role and working with my clients to help enhance their customer service journey.

Chloe Walker

Business Development Manager

I care most about finding the solution for client's challenges - listening to their needs and designing a scheme that suits the brand gives me great enjoyment.

Louise Hallett

Client Success Manager

I love working with people, tackling challenges, and playing a part in creating amazing guest experiences—all while being part of the best team.

Tanisha Penney

Change Manager

I love being able to support our clients in their journey to improve their guests’ experiences and doing so as part of such a friendly and dedicated team.

Rebecca Moore

Quality Coordinator

I care most about maintaining our high standards of quality, and ensuring each report gives useful insight to our clients.

Sarah Constable

Mystery Guest Advisor

I am grateful to have found such a lovely team of people, as they make the work we do fun and enjoyable each and every day.

Jess Ward

Assessment Technical Coordinator

I love helping others and solving problems, every day is different and there’s always a chance to learn something new and improve the experience of all users

Steven Pike

Managing Director

It's really important to me that we put our clients in the driving seat and coordinate all our resources in pursuit of your objectives.

Nick Nikolenko

Software Engineer

I like being part of a team that solves complex problems and has fun doing it.

About Us

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