What We Do

We empower hospitality businesses

Achieve a 360° customer view with our innovative products and award-winning platform. Paired with a framework proven to improve customer experience, and a knowledgeable support team, HGEM strives to deliver tangible results to the businesses we work with. We'll help you translate data into actions that grow sales.

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Products that help enhance operations and customer experience:

Mystery Guest Audits

Mystery Guest Audits

Ensure teams consistently practice what they have been trained through objective measurement of standards, processes, behaviours and sales opportunities

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Guest Feedback

Guest Feedback

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

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Review Management

Monitor and improve your online reputation with ratings, comments and reviews from up to 12 review platforms, together with stats on competitors

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Product Ratings

Product Ratings

Track the performance of each dish using league tables on things like presentation, portion size, temperature, taste, timing, value-for-money

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The Hub platform

The Hub: award-winning Guest Experience Management platform

The Hub is a Guest Experience Management platform where it all comes together. Data from one or multiple products is presented with interactive charts and benchmark comparisons, all colour-coded to help you quickly identify areas needing attention.

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Features that make Guest Experience Management easy:

Sentiment Analysis

Sentiment Analysis

Understand what customers are saying about your brand from unstructured data. Analyse sentiment towards specific subjects and how opinions change over time

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Technical Integrations

Technical Integrations

Achieve more by integrating what we do with selected partners, including employee messaging, CRM platforms, Wifi providers and BI systems

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Case Management

Case Management

Practice continuous improvement with complaint recording, guest response management, internal audits and the ability to create and assign actions

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Benchmarking

Benchmarking

Drive competitive improvements using internal comparisons with average, lots of league tables and external benchmarking of common indicators

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