Casual dining, pub restaurants & fine dining
Some restaurants seem to get it right every time, while others experience amazing highs and disheartening lows. What's the secret to consistently delivering excellent service? It's monitoring guest experience, and constantly making little adjustments based on the findings, thus achieving a cycle of continuous improvement.
Here's some of the restaurants we've helped:
HGEM’s online feedback solution has fast become our ‘go to’ for honest customer feedback, allowing us to keep our finger on the pulse & ensure our guests all leave feeling splendid.
Paul Alexander, Operations Director
HGEM have been invaluable in providing us with objective & timely guest feedback, which in turn enormously helps our teams monitor performance & strive to continually improve our service standards.
Bobby Hashemi, Founder & Director
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
Using HGEM has allowed us to have a ‘guests’ view of how our product arrives on delivery, allowing us to see how our packaging arrives as well as getting feedback on flavour, temperature and most importantly, overall guest satisfaction. This has allowed us to develop better process’ in timing & collection and helped us develop menu offerings that the guest craves.
HGEM's Mystery Guest Audits & Feedback Site allow us to gather valuable feedback & data on our guests dining experience – including click & collect & delivery. The GM’s totally embrace this direct, immediate feedback & use it to incentivise & reward their team members.
Tim Warner, Training and L&D Manager
HGEM survey sites and review management make our lives easier and provide real clarity on what our guests think. There's clear feedback on what we're doing well and where we can improve.
Kate Dell, Head of Brand
Responsibly sourced ingredients are added to Ahi Poke’s signature bowls. We operate weekly visits to their 2 London sites.
We provide monthly visits to this relaxed and stylish bistro.
Great responses to queries and questions, very flexible, the Mystery Guests are knowledgeable and well informed, very good customer service and easy to work with.
Fran Gaech, Operations Manager
Our Mystery Guest Audits are heavily weighted towards service standards. We use the feedback as a training opportunity and decide length of training required based on overall score. The Hub is a great platform for reviewing menu performance feedback and will be a key factor in our menu development conversations.
The set-up was quick, easy & we appreciate the quick response time of HGEM & that their questionnaires are entirely customisable. The Mystery Audits help us identify training points for the team & give us in-depth feedback about food, concept, price & experience that we wouldn't always get from our guests.
Ensure consistency. By conducting regular mystery guest assessments, our reports will thoroughly measure the standards, processes and behaviours that are important to your brand’s success.
Grow delivery and collection channels. Ordering and consuming remotely, the fast-growing alternative to eat-in, requires a focussed approach. 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 feed into The Hub ratings and comments left on the app.
Engage your guests. We'll help you continue the conversation after guests have left. 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.
Online reviews all in one place. Influence your online reputation by being able to view and respond to reviews from several popular review and booking platforms all in one place in our platform The Hub.
Empower your managers. Our innovative reporting platform enables your managers and area managers to view dashboards on their own performance, identify opportunities for improvement, and highlight how they compare to others in the group.
Motivate your team. Using employee surveys, understand what your teams experience at different stages in their employment journey and use results to enhance training programmes and reward stand out team members.