From destination food pubs to local bars
The larger the estate, the more difficult it is to ensure consistency across all sites. Let us be your eyes and ears, and we can help you gather, analyse and sort guest data into meaningful, actionable insights that can help drive your business forward.
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 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
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.
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.
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, such as upselling. We'll provide you with the insights needed to deliver an experience that combines brand personality with reliability.
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 and improve your Net Promoter Score.
Our Guest Experience Management platform, The Hub, makes it easy for pubs to monitor and respond to reviews 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 capacity to influence it.
Our interactive reporting platform enables managers to view dashboards on their own performance, identify opportunities for improvement, and benchmark on how they compare to other pubs in the group.
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.
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, if issues arise.