Jerk Junction
Using guest insight to drive operational excellence
Jerk Junction's story
Jerk Junction brings the vibrant flavours of the Caribbean to North West England with authentic dishes and a lively atmosphere. The Manchester-born brand has built a loyal following by combining fresh ingredients with the rich culinary traditions of Jamaica and the islands.
The Challenge
Jerk Junction wanted to be able to measure:
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Consistency
Across a number of areas, including customer service, allergen handling, food quality, and portion sizes.
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Upselling
Identifying missed opportunities and increasing revenue through smarter guest engagement.
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Review Responses
Ensuring timely and consistent replies to reviews, whilst also lifting review scores.
The Solution
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Mystery Guest Audits
Guided by Jerk Junction’s goals, HGEM implemented a bespoke Mystery Guest Audit programme to objectively measure operational and service standards, capture real guest experiences, and monitor consistency across all three locations.
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Tailored Approach
Working closely with the Jerk Junction team, each section of the audit was carefully structured to focus on a different value – ensuring that operational standards and guest experience were consistently upheld across the business.
The Outcome
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Actionable Insights
Jerk Junction now benefits from clear, data-driven insight brought together in one central dashboard – The Hub – giving the team a clear view of where to focus improvements and what matters most to guests across every touchpoint.
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Upselling
Guest insight has enabled the team to make practical changes on the floor, resulting in a £2–£3 increase in spend per guest while maintaining an elevated dining experience – a clear example of insight-led improvement delivering value for both guests and the business.
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Review Responses
From the beginning of HGEM’s partnership with Jerk Junction, online reviews were identified as a key area for improvement. Within just two months, a targeted focus on reviews saw their Google Reviews score increase from 2.5 to 4.4, response rate increase from 50% to 94%, and response time improve by 93.1%
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Great to be working with HGEM to enhance our guest experience across our sites. Their impact insights from mystery guest visits, along with the integration of our Google pages for reviews, have been invaluable.
In the current hospitality climate, providing a positive guest experience has never been more important. With the support of HGEM, we are striving for a 10/10 in overall experience, including food quality, wait times, and more.
The data they have provided us so far is already making a significant difference at Jerk Junction.
Mickey McCarthy | Managing Director
