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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.

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.

"The speed & amount of feedback we recieve, means we are confident that the results are an accurate reflection of what our clients think. If they don’t like it – we change it – if they do – we don’t."

Natasha Carr, Venue and Events Marketing Manager

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.

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

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

HGEM's level of analytics and customer insight enables us to monitor impact and inform change. The Hub highlights key areas to take our high standards to another level, as well as any issues, allowing us to address them ASAP.

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

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

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.

We provide monthly visits to this relaxed and stylish bistro.

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.

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

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

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.

HGEM's Mystery Guest Audits allow us to identify any issues within the venue with regards to staff, food, drink and cleanliness etc. We've seen many improvements across our business that we can attribute to The Hub and HGEM - 100%.

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

Mystery Audits help us measure our standards & Review Management & our Guest Feedback site validate that we are looking at the right things. The Hub allows us to benchmark against our competitors otherwise we'd be flying blind. The Hub is a continuous improvement tool & our standards are improving over time.

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

HGEM provide us with Mystery Guest Audits, Review Management and a Guest Feedback site to help us improve our products and service. We find The Hub a great tool for training and it leads to improvement across all levels.

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.

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.

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

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.

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

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.

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

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.

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.

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.

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.

Hgem gives us fantastic insight into our Operational strategic priorities and allows us to identify areas of our business that need continued focus.

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.

Working with HGEM ensures our staff are providing our guests with a fantastic experience. The team are also extremely helpful and lovely.

HGEM have consistently provided us with great data giving us actionable insights to evolve our customer journey experience. They are wonderful to work with. We could not recommend HGEM enough!

HGEM have consistently provided us with great data giving us actionable insights to evolve our customer journey experience. They are wonderful to work with. We could not recommend HGEM enough!

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

We're very impressed with report and detail within. It's extremely thorough, very clear, and we're extremely happy with the score! I've accessed The Hub which is also extremely user friendly and informative.

HGEM's Mystery Guest Audits provide us with a really great overview of customer experience within our venues - this helps us to keep our teams on track and identify weaknesses and focus points for training.

HGEM are a key partner of Thai Leisure Group, providing us best in class systems and actionable insight in respect of the experience guests receive across our brands. This has enabled us to better understand and reshape of our strategy around guest journey and customer service. James Hacon, Group Brand Strategy Director.

"HGEM has given our businesses invaluable feedback with measurable KPIs directly from our guests. This helps us to focus our teams on providing world class service. The HGEM team are always very helpful and quick to respond when we need to make changes."

HGEM provide monthly visits to three locations.

Regular visits to their thirteen properties in countryside settings and city centre locations help Brownsword understand their guest experience.

We're really impressed with the service and quality of data we receive from HGEM - it allows us to react and make decisions for the benefit of our customers and colleagues.

Exceptional service, great platform and an excellent training and development tool. Looking forward to continuing to work with you all. Thank you Michelle.

From initial conversations to launching Guest Feedback, its been really great. Mia has been brilliant at taking on feedback and guiding us through everything. The Hub is brilliant to use - it's been so useful to get such detailed feedback and we've already managed to improve some processes relating to guest experience.

We chose HGEM because of its reputation for review management and mystery shopping in the F&B sector, and our experience with them so far has been overtly positive. Their onboarding process is one of the best.