From destination food pubs to local bars
"HGEM not only measure the customer journey but help us understand where & how we can improve service - they are proactive & easy to work with. Their analysis of results is as important as the pub visits they carry out."
"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."
"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
St Austell Brewery operates a growing & diverse independent & family-owned business. We work with them on food visits, overnight stays & their online Smiles Survey.
"Working with HGEM enables us to keep up our first class service standards throughout our Gastro Pubs."
Christine Harris, Director
“Working closely with the HGEM team we established a questionnaire that suits our business, the reports give us information to help us move forward with our hospitality offer and keep us on our toes.”
Pamela Farrell, PR & Marketing Manager
At the heart of your community. After the pandemic, pubs have been rediscovering their role as community hubs. Delivery and collection have emerged as a fast-growing alternative to eat-in and takeaway. We'll help you to assess and evolve the practices necessary to make it a success. Where you have a delivery partner, we can distinguish between things that are their responsibility and those that are yours.
Measure what matters. By conducting regular mystery guest assessments, we can assess how well your team are embracing operational and brand standards, following processes and capitalising on opportunities. We'll provide you with the insights needed to deliver an experience that combines brand personality with reliability.
Nurture guest loyalty. We'll help you continue the conversation after guests have left the pub. The use of a branded survey site that makes it easy for guests to share valuable feedback about their experience will improve engagement and help you capture your Net Promoter Score.
Monitor your reputation. The Hub makes it easy for pubs to view and respond to results from several popular online review and booking sites, all in the same place. This will give you a comprehensive view of your reputation and the things that influence it.
Encourage healthy competition. Our modern reporting platform enables managers to view dashboards on their own performance, identify opportunities for improvement, and highlight how they compare to other pubs in the group.
Keep great team players. Our employee surveys are designed to help you identify the things that are important to a team member at each stage of their employment journey, keep them aligned with your values, and flag up any issues.