Our Sectors

Our Sectors


Working in partnership with successful businesses

We are proud to be associated with lots of amazing hospitality businesses. But we understand one size does not fit all and so we tailor what we do for each the different type of operation in our sector. For more sector specific information please select the area you are interested in below.

Cosy Club

Cosy Club

Restaurants

Cosy Club

"HGEM’s online feedback solution has fast become our ‘go to’ for honest customer feedback, allowing us to keep our finger on the pulse & ensure our guests all leave feeling splendid."

Paul Alexander, Operations Director

Wagamama

Wagamama

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Peach Pubs

Peach Pubs

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Malmaison / Hotel du Vin

Malmaison / Hotel du Vin

Hotels

Malmaison / Hotel du Vin

"HGEM provide invaluable insight into our guest experience with a tailor-made measurement tool that provides fantastic data & analytics, while being flexible to our ever-changing needs & business focuses"

Pret A Manger

Pret A Manger

Quick Service

Pret A Manger

"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."

Loungers

Loungers

Restaurants

Côte Brasserie

Côte Brasserie

Restaurants

Côte Brasserie

HGEM survey sites and review streams 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

Star Pubs & Bars

Star Pubs & Bars

Pubs & Bars

Brewdog

Brewdog

Pubs & Bars

Hard Rock Cafe

Hard Rock Cafe

Restaurants

Urban Pubs & Bars

Urban Pubs & Bars

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Chester Zoo

Chester Zoo

Leisure

Silvermere

Silvermere

Leisure

Pizza Union

Pizza Union

Restaurants, Quick Service

Pizza Union

“HGEM have been invaluable in providing us with objective & timely guest feedback, which in turn enormously helps our teams monitor performance & strive to continually improve our service standards."

Bobby Hashemi, Founder & Director

Wingstop

Wingstop

Quick Service

The Pheasant Inn

The Pheasant Inn

Pubs & Bars

The Cherry Tree

The Cherry Tree

Pubs & Bars

N Family

N Family

Leisure

Fulham Palace

Fulham Palace

Leisure

Electric Gamebox

Electric Gamebox

Leisure

Dough Dough

Dough Dough

Restaurants

Wok & Go

Wok & Go

Quick Service

Fat Hippo

Fat Hippo

Restaurants

Liberation Group

Liberation Group

Pubs & Bars

Korto

Korto

Restaurants

Rock & Rose

Rock & Rose

Restaurants

Annie's

Annie's

Restaurants

Little Bird Restaurants

Little Bird Restaurants

Restaurants

World of Bowling

World of Bowling

Leisure

Over Under Coffee

Over Under Coffee

Quick Service

Omnimo

Omnimo

Restaurants

Priory Inns

Priory Inns

Pubs & Bars

Cardiff University

Cardiff University

Leisure

Za'ta

Za'ta

Restaurants

Redemption Roasters

Redemption Roasters

Quick Service

Publican Awards

Publican Awards

Events

Muddy Boots Nursery

Muddy Boots Nursery

Leisure

Goose Island Brewpub

Goose Island Brewpub

Pubs & Bars

Beer Hawk

Beer Hawk

Pubs & Bars

Paignton Pier Chippy

Paignton Pier Chippy

Quick Service

Rileys

Rileys

Pubs & Bars, Leisure

The Climbing Hangar

The Climbing Hangar

Leisure

Plough Way Deli

Plough Way Deli

Quick Service

Plough Way Cafe

Plough Way Cafe

Restaurants

Coco Di Mama

Coco Di Mama

Deliveries, Quick Service

Coco Di Mama

HGEM's delivery assessments 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 assessments and support received from HGEM.

M Restaurant

M Restaurant

Restaurants

Gaucho

Gaucho

Restaurants

Roberto's Dubai

Roberto's Dubai

Restaurants

Megan's

Megan's

Restaurants

NAC Mayfair

NAC Mayfair

Restaurants

NAC Mayfair

We provide monthly visits to this relaxed and stylish bistro.

Lexington Reception Services

Lexington Reception Services

Events

Jolly Fine Pub Co.

Jolly Fine Pub Co.

Pubs & Bars, Hotels

Itsu

Itsu

Quick Service

Itsu

Guest feedback inspired the creation of itsu & it's just as important now to support growth, consistency & the itsu team.

Flat Iron

Flat Iron

Restaurants

Flat Iron

"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

Everyman

Everyman

Leisure

Everyman

As a fast-growing cinema offering, Everyman are keen to keep up-to-date with their guests' thoughts & experiences. HGEM manage a branded online feedback site to help them gain this insight.

Ego

Ego

Restaurants

Ahi Poke

Ahi Poke

Restaurants

Ahi Poke

Responsibly sourced ingredients are added to Ahi Poke’s signature bowls. We operate weekly visits to their 2 London sites.

Juicebaby

Juicebaby

Quick Service

Cocotte

Cocotte

Restaurants

Church Temple of Fun

Church Temple of Fun

Restaurants

Chipotle

Chipotle

Quick Service

Chipotle

HGEM provides our business with an invaluable service. Our account manager, is readily available to ensure we get the best service possible.

Jacob M Sumner Director of European Operations

Burger King

Burger King

Quick Service

Bewley's

Bewley's

Quick Service

MyLahore

MyLahore

Restaurants

MyLahore

“Guest experience is key to the success of MyLahore. HGEM provides us with an insight into knowing exactly what our guests have experienced, which has truly helped us to improve”.

Ishfaq Farooq, Operations Director

Hush Heath

Hush Heath

Leisure

Country Creatures

Country Creatures

Restaurants, Hotels

Veeno Bars

Veeno Bars

Pubs & Bars

Jefferson's Ice Cream

Jefferson's Ice Cream

Quick Service

Dishoom

Dishoom

Restaurants

Dishoom

We use telephone assessments and mystery visits to ensure this busy Bombay-themed cafe are maintaining their service standards.

Creme

Creme

Quick Service

Comptoir Group

Comptoir Group

Restaurants

Polo Bar

Polo Bar

Restaurants

Crown Hotel

Crown Hotel

Hotels

Tonkotsu

Tonkotsu

Restaurants

Tap Tavern

Tap Tavern

Pubs & Bars

CH&Co

CH&Co

Catering

CH&Co

"HGEM provide an objective review of our service across a range of our sites, from staff restaurants within multi-national companies, call centres and logistics specialists, as well as our busy visitor attraction restaurants & cafés."

Judy Roberts, Marketing Manager

University of Sheffield

University of Sheffield

Catering

University of Sheffield

"It's been a pleasure working with HGEM. The reports are easy to understand and we've had a great response to our feedback surveys within our cafes."

Katie Butler, Marketing Manager

Gather & Gather

Gather & Gather

Catering

Holy Moly

Holy Moly

Restaurants

Mowgli

Mowgli

Restaurants

Lasan

Lasan

Restaurants

Punch Pubs

Punch Pubs

Pubs & Bars

Punch Pubs

"We like working with the team at HGEM as they took time to understand our business from the very start, support our teams & also challenge us to make improvements to the program."

Banwell House

Banwell House

Pubs & Bars

Banwell House

"HGEM's personal level of service means everything can be adapted to meet our needs. The reports are always returned promptly and with lots of detail & HGEM help us use the results to improve standards by incentivising the team."

Toby Brett, Managing Director

Butcombe Brewing Co.

Butcombe Brewing Co.

Pubs & Bars

LEON

LEON

Quick Service

LEON

"We love the HGEM team, nothing ever fazes them. We never meet resistance or ‘It’s with the developers’. For a company specialising in customer feedback, they are brilliant with their customers. They are a joy to work with."

Glenn Edwards, Managing Director

Benugo

Benugo

Quick Service

Benugo

"Having worked with HGEM in a previous role, I wanted to bring their expertise to Benugo. We have created a branded guest feedback sight which measures the guest journey through the eyes of our real customers”

Remi Chmieliauskas, Ops Manager

Farmer J

Farmer J

Restaurants, Quick Service

Firmdale

Firmdale

Hotels

Firmdale

“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

Heritage GB

Heritage GB

Hotels, Leisure

Heritage GB

"Understanding our guests & the experiences they have at our attractions is essential to drive our business forwards. We couldn’t do this without HGEM."

Ashley Young, Group Marketing Manager

Curzon

Curzon

Leisure

Curzon

"HGEM not only provide fantastic insight into our customer journey but they also support us in our vision of what a Curzon journey should look like & how it should be measured"

Ally Clow, Operation Systems & Support Manager

HQ Theatres and Hospitality

HQ Theatres and Hospitality

Leisure

HQ Theatres and Hospitality

“HGEM are a joy to work. Customer feedback is sent directly to the relevant managers & The Hub allows for central oversight and review of data patterns.”

RHS Flower Shows

RHS Flower Shows

Events

RHS Flower Shows

"The reports we receive are invaluable to our successful operation. They help us make countless sometimes immediate changes to our operation, giving guests the best possible experience".

Arena Racing Company

Arena Racing Company

Events

Wembley Stadium

Wembley Stadium

Events

Wembley Stadium

HGEM Mystery Guests act as the eyes and ears on the ground, providing insight during large sporting events, when Wembley Stadium is at its busiest.

Cote at Home

Cote at Home

Deliveries

Cote at Home

"It’s been amazing for us, there is no other way we could get product specific feedback without using our survey. It gives us an indication of how we're doing, as so much of the experience is out of our hands e.g. with delivery. We get to see what our guests are saying, and have been able to make improvements to dishes and removed any that are underperforming."

Empire

Empire

Leisure

Empire

"Since working with HGEM we have seen the focus of the customer experience improve. Continually monitoring & measuring it has without a doubt improved the standard across the board."

Chez Fred

Chez Fred

Restaurants

Marugame Udon

Marugame Udon

Restaurants

Mrs Chew's Chinese Kitchen

Mrs Chew's Chinese Kitchen

Quick Service

Hanbury's Famous Fish & Chips

Hanbury's Famous Fish & Chips

Quick Service

Owd Betts

Owd Betts

Pubs & Bars

Tamatanga

Tamatanga

Restaurants

Chaiiwala

Chaiiwala

Quick Service

Krispies Fish & Chips

Krispies Fish & Chips

Quick Service

Five Rivers Group

Five Rivers Group

Restaurants, Hotels

Five Star Collection

Five Star Collection

Pubs & Bars, Hotels

White Hart Inn

White Hart Inn

Pubs & Bars

EL&N London

EL&N London

Restaurants

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