Ensure your brand promise is delivered, even off-premises
Deliveries have become a bigger revenue stream for brands and, more importantly, customers expect the same level of attention and care at every touchpoint, even remote. Furthermore, companies are putting their brand's reputation into the hands of others when working with 3rd party delivery services, therefore it's important to have monitoring in place, to ensure the brand promise is delivered every time.
Some of our delivery clients:
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'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.
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.
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.
Our Mystery Guest Audits allow operators to gain a 360° view into an area that's extremely difficult to oversee, due to the remote nature of the experience. Monitor the customer journey from order-placing to delivery, identify operational issues and improve consistency.
Ensure dishes are presented to the customer in the exact same way as they left the kitchen. Our mystery guests can gather relevant photographic evidence to show how the meal was presented on receipt.
We can provide fully branded survey sites that make it easy for guests or employees to share valuable feedback about their experience.
Food quality is a key deciding factor for consumers, when it comes to choosing their next delivery. It is, therefore, useful to know what your most / least popular dishes are, and to be able to measure the performance of each dish against common indicators, such as value for money, taste, temperature, portion size and presentation, which you can do with our Product Ratings.
Make use of our integration with Deliveroo to display app ratings and comments in our Guest Experience Management platform - The Hub - alongside your operational audits. Due to the complexity of the integration, for the moment, this is only available to large multinational companies.
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