Coffee shops, sandwich shops & fast food
The success of a quick service brand depends on its ability to adapt to growing trends and offer great tasting healthier options, as well as controlling expenses and maintaining value for money.
Some of our quick service clients:
HGEM provides our business with an invaluable service. Our account manager is readily available to ensure we get the best service possible.
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.
Guest feedback inspired the creation of itsu & it's just as important now to support growth, consistency & the itsu team.
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.
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.
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.
"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."
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.
My only regret is not doing this sooner! The customer feedback is a game changer and our managers are loving the actionable insights too.
Thanks, HGEM, for making the set up so easy!
Since starting our relationship with HGEM we have been able to look at key patterns and trends in the business and identify ways to improve the employee and guest experience.
We look forward to continuing this strong relationship.
By conducting regular mystery guest assessments to measure how well your team are embracing defined standards, processes and behaviours, we'll use the results to help you reward your teams and shape future training programmes.
Without monitoring remote customer journeys, it's difficult to know where things go wrong, which is where we can help. Where you have a delivery partner, we can distinguish between things that are their responsibility and those that are yours. In the case of Deliveroo, we can also integrate ratings and comments into our Guest Experience Management platform - The Hub.
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.
In the QSR market, the experience is short by definition and often spontaneous. The NPS is therefore a particularly useful measure, as it enables us to track through branded surveys how likely customers are to come back or to recommend you to others.
Our interactive reporting platform enables your managers and area managers to view dashboards on their own performance, identify opportunities for improvement, and benchmark on how they compare to other locations in the group.
We make it easy for your customers to engage and share feedback on their experience with a branded feedback survey. Show them you are listening by responding and improving their experience and you will develop brand loyalty.
Our employee surveys are designed to help you understand the things that are important to your team at each stage of their employment journey, keep them aligned with your values, and flag up any issues.