Casual dining, pub restaurants & fine dining
2020 brought new expectations from consumers for greater social distancing and more overt standards of cleanliness. This hit restaurants hard, but fortune favours those that can recognise and capitalise on the opportunities, as people will want to return to dining out. A sense of safety, perhaps not questioned much before, has become an integral part of the guest experience. By redefining operational and brand standards and ensuring they're delivered consistently, restaurants can build trust among their regulars and grow sales.
"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
“I love working with HGEM as it feels like we have an extension of the business rather than outsourcing. Feedback is reacted upon quickly & the monthly reports save me a valuable 2 hours where I would normally be doing the analysis - they do it for me!”
“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 survey sites and review streams 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
We use telephone assessments and mystery visits to ensure this busy Bombay-themed cafe are maintaining their service standards.
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.