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 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
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
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%.
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
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.
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.
Working with HGEM ensures our staff are providing our guests with a fantastic experience. The team are also extremely helpful and lovely.
HGEM provide monthly visits to their sites in London and Manchester.
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.
We wanted a way to manage our standards within our restaurants, and although we get a huge number of reviews, these miss the specific detail, which makes HGEM's Mystery Guest Audits such a huge help. Their reporting also allows us to see both regional and individual site trends, which allows us to create actionable change.
By conducting regular mystery guest audits, our reports will thoroughly measure the standards, processes and behaviours that are important to your brand’s success.
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.
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.
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.
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.
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.