Our Sectors

Our Sectors


Working in partnership with beloved brands across the hospitality industry

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.

Ascot Racecourse

Ascot Racecourse

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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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PizzaExpress

PizzaExpress

Restaurants

PizzaExpress

We’ve been really impressed with HGEM & their capacity to be responsive to our needs & agile in their approach (especially from a tech standpoint). They've been incredibly supportive at all stages & continue to be as we move into 'day to day’ from ‘project management’ mode.

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.

Burger King

Burger King

Quick Service

Loungers

Loungers

Restaurants

Turtle Bay

Turtle Bay

Restaurants

Turtle Bay

As a fast growing casual dining operator, Turtle Bay works with HGEM to support their new openings alongside regular visits to all sites. This gives the team opportunity to ensure consistency in the brand, product & service that defines their operation.

Côte Brasserie

Côte Brasserie

Restaurants

Côte Brasserie

HGEM survey sites and review management 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

Star Pubs & Bars

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

Brewdog

Brewdog

Pubs & Bars

Sky Business

Sky Business

Pubs & Bars

Chester Zoo

Chester Zoo

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

N Family

Having everything in one place gives clarity and transparency for everyone at N Family. The platform has the flexibility to adapt as we evolve, e.g. moving to a monthly customer happiness survey instead of annual. We've also had great support from Lauren in training our team on how to get the best from the Hub.

Fulham Palace

Fulham Palace

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

Little Bird Restaurants

Little Bird Restaurants

Restaurants

Over Under Coffee

Over Under Coffee

Quick Service

Priory Inns

Priory Inns

Pubs & Bars

Cardiff University

Cardiff University

Leisure

Za'ta

Za'ta

Restaurants

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

Lexington Reception Services

We set up Mystery Guest Audits to have an independent view of the services and standards on site and be able to present to our clients. Working with HGEM enables us to identify areas of improvement or praise to the team and have healthy competition between sites pushing everyone to do an even better job.

Roberto Castella, Operations Manager

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

Bewley's

Bewley's

Quick Service

MyLahore

MyLahore

Restaurants, Catering

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

Jefferson's Ice Cream

The support of HGEM (Mystery Visits & data from the Hub) helps us to maintain our standards & very high ratings on Google, Deliveroo etc. Using HGEM sets the tone with the team. They understand that providing exceptional customer experiences is part of our culture and our absolute priority.

Dishoom

Dishoom

Restaurants

Dishoom

Our Mystery Guest Audits are heavily weighted towards service standards. We use the feedback as a training opportunity and decide length of training required based on overall score. The Hub is a great platform for reviewing menu performance feedback and will be a key factor in our menu development conversations.

Creme

Creme

Quick Service

Comptoir Group

Comptoir Group

Restaurants

Comptoir Group

HGEM's Mystery Guest Audits & Feedback Site allow us to gather valuable feedback & data on our guests dining experience – including click & collect & delivery. The GM’s totally embrace this direct, immediate feedback & use it to incentivise & reward their team members.

Tim Warner, Training and L&D Manager

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

Lasan

Lasan

Restaurants

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

Benugo

Benugo

Quick Service, Catering

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

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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

White Hart Inn

We are more than happy with the service we’ve received from HGEM so far. The Mystery Guest Audits help us monitor whether staff are following all our service steps and to focus our attention on certain aspects of the guest experience that we want to improve.

Valentina Oliveri, Admin/Director’s PA

EL&N London

EL&N London

Restaurants

Leonardo Hotels

Leonardo Hotels

Restaurants, Pubs & Bars

Nomadic Dinners

Nomadic Dinners

Events

365 Management Solutions

365 Management Solutions

Pubs & Bars

Adam & Eve

Adam & Eve

Pubs & Bars

TenPin

TenPin

Leisure

Mommi

Mommi

Restaurants

BAO

BAO

Restaurants

BAO

The set-up was quick, easy & we appreciate the quick response time of HGEM & that their questionnaires are entirely customisable. The Mystery Audits help us identify training points for the team & give us in-depth feedback about food, concept, price & experience that we wouldn't always get from our guests.

Rarebreed Dining

Rarebreed Dining

Restaurants

Brother Marcus

Brother Marcus

Restaurants

Namaste Lounge

Namaste Lounge

Restaurants

Nathan's Famous

Nathan's Famous

Quick Service

Thames Lido

Thames Lido

Leisure

Bristol Lido

Bristol Lido

Leisure

Charlton Athletic

Charlton Athletic

Leisure

Hanbao

Hanbao

Restaurants

Concept Taverns

Concept Taverns

Pubs & Bars

Spitroast Kitchen

Spitroast Kitchen

Restaurants

Randall & Aubin

Randall & Aubin

Restaurants

Randall & Aubin

HGEM provide monthly visits to their sites in London and Manchester.

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