Restaurants

Restaurants


Casual dining, pub restaurants & fine dining

Restaurants that invest in guest experience reap the rewards

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:

Wagamama

Wagamama

Read More

cosy club

cosy club

Restaurants

Pizza Union

Pizza Union

Restaurants, Quick Service

Pizza Union

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

MyLahore

MyLahore

Restaurants, Catering

MyLahore

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

Loungers

Loungers

Restaurants

PizzaExpress

PizzaExpress

Restaurants

PizzaExpress

We’ve been really impressed with HGEM & their capacity to be responsive to our needs & agile in their approach (especially from a tech standpoint). They've been incredibly supportive at all stages & continue to be as we move into 'day to day’ from ‘project management’ mode.

Comptoir Group

Comptoir Group

Restaurants

Comptoir Group

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

Byron

Byron

Restaurants

Côte Brasserie

Côte Brasserie

Restaurants

Côte Brasserie

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

Fat Hippo

Fat Hippo

Restaurants

Za'ta

Za'ta

Restaurants

Korto

Korto

Restaurants

Little Bird Restaurants

Little Bird Restaurants

Restaurants

Plough Way Cafe

Plough Way Cafe

Restaurants

M Restaurant

M Restaurant

Restaurants

Gaucho

Gaucho

Restaurants

Roberto's Dubai

Roberto's Dubai

Restaurants

Megan's

Megan's

Restaurants

Church Temple of Fun

Church Temple of Fun

Restaurants

Church Temple of Fun

HGEM's Mystery Guest Audits allow us to identify any issues within the venue with regards to staff, food, drink and cleanliness etc. We've seen many improvements across our business that we can attribute to The Hub and HGEM - 100%.

NAC Mayfair

NAC Mayfair

Restaurants

NAC Mayfair

We provide monthly visits to this relaxed and stylish bistro.

Flat Iron

Flat Iron

Restaurants

Flat Iron

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

Lasan

Lasan

Restaurants

Country Creatures

Country Creatures

Restaurants, Hotels

Country Creatures

HGEM provide us with Mystery Guest Audits, Review Management and a Guest Feedback site to help us improve our products and service. We find The Hub a great tool for training and it leads to improvement across all levels.

Dishoom

Dishoom

Restaurants

Dishoom

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.

Polo Bar

Polo Bar

Restaurants

Marugame Udon

Marugame Udon

Restaurants

Chez Fred

Chez Fred

Restaurants

Tamatanga

Tamatanga

Restaurants

Five Rivers Group

Five Rivers Group

Restaurants, Hotels

EL&N London

EL&N London

Restaurants

Leonardo Hotels

Leonardo Hotels

Restaurants, Pubs & Bars

Mommi

Mommi

Restaurants

BAO

BAO

Restaurants

BAO

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.

Rarebreed Dining

Rarebreed Dining

Restaurants

Brother Marcus

Brother Marcus

Restaurants

Namaste Lounge

Namaste Lounge

Restaurants

Randall & Aubin

Randall & Aubin

Restaurants

Randall & Aubin

HGEM provide monthly visits to their sites in London and Manchester.

Arens Bar & Grill

Arens Bar & Grill

Restaurants

Hanbao

Hanbao

Restaurants

Spitroast Kitchen

Spitroast Kitchen

Restaurants

Bundobust

Bundobust

Restaurants

Luca Restaurant

Luca Restaurant

Restaurants

Luca Restaurant

I have been looking for a mystery dining provider for a while and knew HGEM would be a perfect fit. Their Mystery Guest Audits provide us with genuine guest feedback which helps us implement our training programmes.

Ollie's House

Ollie's House

Restaurants

Ubiquitous Chip

Ubiquitous Chip

Restaurants

Jones The Grocer

Jones The Grocer

Restaurants

Daylesford

Daylesford

Restaurants

ETM Group

ETM Group

Restaurants

Thai Leisure Group

Thai Leisure Group

Restaurants

Thai Leisure Group

HGEM are a key partner of Thai Leisure Group, providing us best in class systems and actionable insight in respect of the experience guests receive across our brands. This has enabled us to better understand and reshape of our strategy around guest journey and customer service. James Hacon, Group Brand Strategy Director.

Maison François

Maison François

Restaurants

Tattu

Tattu

Restaurants

Fleur Leeds

Fleur Leeds

Restaurants

Burger & Social

Burger & Social

Restaurants

Ping Pong

Ping Pong

Restaurants

Lantana

Lantana

Restaurants

Wiston Winery

Wiston Winery

Restaurants, Leisure

Mele e Pere

Mele e Pere

Restaurants

Tamara Lounge

Tamara Lounge

Restaurants

Scarpetta

Scarpetta

Restaurants

Shoryu Ramen

Shoryu Ramen

Restaurants

VU Lounge

VU Lounge

Restaurants

The Lucky Onion

The Lucky Onion

Restaurants, Hotels

Shan Shui

Shan Shui

Restaurants

Rasa Sayang

Rasa Sayang

Restaurants

Big Easy

Big Easy

Restaurants

House of Lords

House of Lords

Restaurants, Quick Service

House of Commons

House of Commons

Restaurants, Quick Service

Cubitt House

Cubitt House

Restaurants, Pubs & Bars

Creative Hospitality Group

Creative Hospitality Group

Restaurants


So how can we help?

ENSURE CONSISTENCY

By conducting regular mystery guest audits, our reports will thoroughly measure the standards, processes and behaviours that are important to your brand’s success.

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 and improve your Net Promoter Score.

ONLINE REVIEWS ALL IN ONE PLACE

Influence your online reputation by monitoring and responding to reviews from several popular review and booking platforms all in one place, in our Guest Experience Management platform - The Hub.

GROW DELIVERY & COLLECTION CHANNELS

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 platform.

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 benchmark to 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.

Get in touch to find out more