Mystery Guest Audits

Mystery Guest Audits

The things we observe will be the things that get done

A Mystery Guest programme can pay for itself many times over

Much of this comes from reinforcing the role of servers to sell more through good service. Where we have measured the impact of a new scheme, the average transaction value has increased by 5-10%. This is often due to fewer opportunities being lost to sell additional drinks or sides. But it also comes from ensuring that the team are consistently maintaining brand standards and processes that increase the chance of a guest returning or recommending.

Audit Areas

Dining & takeaway Icon

Dining & takeaway

Measure standards and guest perceptions on-premise

Deliveries & online orders Icon

Deliveries & online orders

Monitor digital guest journeys and delivery partners

Accommodation & leisure Icon

Accommodation & leisure

Track guest experience across multiple departments  

Booking processes Icon

Booking processes

Ensure your team are competent in securing bookings

  • Mark Corney Logo

    "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
  • Dean Stobbart Logo

    HGEM's delivery audits help gain insight on delivery experiences, have fuelled us to actions and to trial new things, and over 3 months, NPS has increased by 15 points. The level of data has been really useful. We're really impressed with the audits and support received from HGEM.

    Dean Stobbart | Head of Sales
  • Fran Gaech Logo

    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
  • Michael Barclay Logo

    HGEM audits allow us to draw macro level conclusions about areas of support we need to focus on in order to drive sustainable positive change.

    Michael Barclay | Business Development Manager
  • Immie Harrison Logo

    We wanted a way to manage our standards within our restaurants, and although we get a huge number of reviews, these miss the specific detail, which makes HGEM's Mystery Guest Audits such a huge help. Their reporting also allows us to see both regional and individual site trends, which allows us to create actionable change.

    Immie Harrison | Guest Experience Manager

Features include


Mystery guest assessments are the only practical way to objectively measure the delivery of standards, processes and behaviours, free of any subjective opinions. Measurements are backed up by detailed comments, and often images too, helping you to visualise the experience behind the report.


We tailor the audit questionnaires not just to match your brand but also to reflect the purpose of the programme and to drive actions. Audit components can include pass/fail, focus questions, historical results, question categories, guest journey stage, and internal benchmarking.


The accuracy and usefulness of our reports is paramount to us, so we take care to understand your culture and expectations. Rather than outsourcing proofreading, we carry out our own extensive quality checks on every single report. Mystery guests’ benefits depend on the quality of their recent reports, so we can ensure they are motivated to make accurate observations.


A detailed report for a visit completed today will be in your inbox and in The Hub - our Guest Experience Management platform - by the next business day. Unless, that is, you want to hold back reports until the end of the period to keep teams on their toes – we can do this too.


We know that your objectives and priorities will change, so nothing is set in stone. Your Success Manager will work with you to ensure the programme remains fresh and useful.


Many clients use their audit reports as a basis for staff training - if teams know what's being measured, they're more likely to deliver service to specification. Managers can also take advantage of our free e-learning modules on Guest Experience, to help train your teams in best practice and get great results.


Managers can see how they compare to other locations through the use of league tables and other benchmarking options.


A picture tells a thousand words. Useful images can be added to your report for viewing in The Hub, as can recordings of telephone enquiries.


We can arrange Mystery Guest Audits across Europe, Asia and America. In locations that we don’t cover directly, we've got partnerships in place to provide the assessors to complete visits. We can also offer the service in multiple languages.

Achieve Operational Excellence

Elevate your guest experience management with Mystery Guest Audits

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