Our Clients

Our Clients


We are proud to be associated with amazing businesses, here's just a selection...

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Anglian Country Inns

Anglian Country Inns

Pubs

Anglian Country Inns

"We are passionate about making our customers a priority. With HGEM we get feedback in a constructive & considered report. This monthly report gives us invaluable information and keeps us on our toes. Satisfaction all round with the professionalism that the HGEM team give us."

Ascot Racecourse

Ascot Racecourse

Events

Ascot Racecourse

HGEM work with Ascot to support the delivery of Royal Ascot. A combination of Mystery Visits, live interviews & on the ground management provide Ascot with an overview of their Guest Experience in real-time throughout the event.

Aubaine

Aubaine

Fine Dining

Aubaine

Through a regular programme of Mystery Visits, Aubaine can keep track of their guest experience across the day parts. Being able to measure consistency is key to maintaining their high standards.

Auntie Anne's

Auntie Anne's

Quick Service

Auntie Anne's

"Since we started working with HGEM, the support from team has been first class. HGEM have worked closely with us to make sure we get the most from the service and we have found that the reports are always useful to drive improved performance."

Antony Baker, UK Operations Manager

Babylon Roof Gardens

Babylon Roof Gardens

Fine Dining

Babylon Roof Gardens

"I have found the HGEM reports to be an invaluable resource. The feedback is detailed, specific and tailored to our business, helping us to react and address any problem areas in a timely fashion."

Banwell House

Banwell House

Pubs

Banwell House

"HGEM have a high and personal level of service. Everything can be adapted to meet your needs. We run two different visit reports to look at different aspects of our business. The reports are always returned promptly and with lots of detail. HGEM have helped us to use the mystery guest service as a tool to improve our standards by incentivising the team."

Toby Brett, Managing Director

Barbecoa

Barbecoa

Fine Dining

Barbecoa

The Barbecoa guest experience revolves around the aim to provide top quality food in a relaxed & comfortable environment. Their team looks to make each guest feel at home whilst still providing service that wouldn’t be out of place in a more formal venue.

Bateaux London

Bateaux London

Entertainment

Bateaux London

"We make memories and give people unforgettable experiences."

Bath Ales

Bath Ales

Pubs, Casual Dining

Bath Ales

With a background in brewing, Bath Ales aim to create spaces that provide something special, welcoming all audiences & visit types.

Benito's Hat

Benito's Hat

Casual Dining

Bespoke Hotels

Bespoke Hotels

Hotels

Bespoke Hotels

HGEM Mystery Guests complete overnight visits to their three UK sites.

Big Chill Bar

Big Chill Bar

Pubs, Casual Dining

Big Chill Bar

"We are a place to drink, eat, work and play, providing quality craft drinks, friendly service and DJs. We use HGEM to maintain great guests experiences. HGEM are able to make bespoke reports which reflect our standards as well as a comparison to industry averages."

BIRD

BIRD

Casual Dining

BIRD

BIRD focus on free range, fried chicken. HGEM provide mystery visits to their four sites in London.

Bistrot Pierre

Bistrot Pierre

Casual Dining

Bistrot Pierre

"To us, hospitality is a dialogue and we place the highest premium on hiring the best people to engage and interact with our guests."

Bone Daddies

Bone Daddies

Casual Dining

Bourne & Hollingsworth

Bourne & Hollingsworth

Casual Dining

Bourne & Hollingsworth

From breakfast through to after dinner cocktails, B&H Buildings uses seasonal British produce throughout all their menus. HGEM provide a monthly mystery visit to their London restaurant.

Brownsword Hotels

Brownsword Hotels

Hotels

Brownsword Hotels

Regular visits to their thirteen properties in countryside settings and city centre locations help Brownsword understand their guest experience.

Brunning & Price

Brunning & Price

Pubs

Cameron House Hotel

Cameron House Hotel

Hotels

Cameron House Hotel

HGEM provide monthly visits to three locations.

Camino

Camino

Casual Dining

Camino

"The home of Spainish Tapas in London. We regularly use HGEM to help ensure we not only meet our guests expectations but exceed them. HGEM provide great customer service, support and flexibility with reports to match our standards."

Carluccios

Carluccios

Casual Dining

Carluccios

"We do our best to create a memorable experience in a happy bustling environment."

Castle Green Hotel

Castle Green Hotel

Hotels

CD Pub Co.

CD Pub Co.

Pubs

CD Pub Co.

"Working with HGEM enables us to keep up our first class service standards throughout our Gastro Pubs."

Ceviche

Ceviche

Casual Dining

Ceviche

Ceviche's Peruvian themed food and drinks are infused with London creativity. 

CH&Co

CH&Co

Catering

CH&Co

"HGEM provide us with a valuable, objective review of our service across a wide range of our sites, from staff restaurants within multi-national companies, call centres and logistics specialists, as well as our busy visitor attraction restaurants and cafés."

Chez Fred

Chez Fred

Casual Dining

Chipotle

Chipotle

Quick Service

Chipotle

"HGEM feel like an extension of the Chipotle family. The account management team are always available and ready to help. We’re excited to see what the future holds for this partnership and our guest experience has benefited from working with these great industry professionals.”

James Dannatt, Marketing Strategist

Chutney Mary

Chutney Mary

Casual Dining

Cocktail Kitchen

Cocktail Kitchen

Fine Dining

Common

Common

Pubs

Conference Aston

Conference Aston

Events

Cosy Club

Cosy Club

Casual Dining

Cosy Club

"Live, direct and immediate feedback is important in keeping on top of knowing when things have gone right just as much as when they haven’t. Both staff and customers at Cosy Club have found HGEM’s online feedback solution really useful. It has fast become our ‘go to’ for honest customer feedback from within our venues, allowing us to keep our finger on the pulse and ensuring our guests all leave feeling splendid."

Paul Alexander, Senior Ops Manager

Curzon

Curzon

Entertainment

Daylesford

Daylesford

Casual Dining

dim t

dim t

Casual Dining

Dishoom

Dishoom

Casual Dining

Dishoom

We use telephone assessments and mystery visits to ensure this busy Bombay-themed cafe are maintaining their service standards.

Distinct Pubs

Distinct Pubs

Pubs

Distinctive Inns

Distinctive Inns

Pubs

Dodo Pub Co

Dodo Pub Co

Casual Dining

Dodo Pub Co

Unique neighbourhood pubs for local communities, providing good food, good drink and good design. We provide quarterly visits to each of their three sites.

EAT.

EAT.

Quick Service

Ego

Ego

Casual Dining

Empire

Empire

Entertainment

Empire

"Since working with HGEM we have seen the focus of the customer experience improve and continually monitoring and measuring it in this way has without a doubt improved the standard across the board."

Everyman

Everyman

Entertainment

Everyman

As a fast-growing cinema offering, Everyman are keen to keep up-to-date with their guests' thoughts & experiences. HGEM manage a branded online feedback site to help them gain this insight. 

Farndon Boathouse

Farndon Boathouse

Casual Dining

FeD

FeD

Casual Dining

Firmdale

Firmdale

Hotels

Firmdale

Firmdale have a no-blame culture and encourage continuous improvement. Their GM's share details of Guest Experiences, Mystery Visits and best practice to ensure they exceed expectations.

Flat Iron

Flat Iron

Casual Dining

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

Flat Planet

Flat Planet

Casual Dining

Food & Fuel

Food & Fuel

Casual Dining

Food & Fuel

"Working with HGEM is a pleasure – any queries over diner visits and the requests for bespoke analysis from our account manager are managed speedily and professionally."

Fresh Element

Fresh Element

Casual Dining

Friska

Friska

Casual Dining

Friska

"HGEM's mystery visits provide useful feedback and analytics, and have been invaluable in helping us improve the guest experience at our stores. They provide a friendly and professional service that is easy to adapt to our needs as we develop and grow as a business." 

Tom Batten, Area Manager

Frontier Pubs

Frontier Pubs

Pubs

Geronimo Inns

Geronimo Inns

Pubs, Casual Dining

Geronimo Inns

HGEM helps Geronimo maintain great guest experience standards with mystery visits to their modern pubs. 

Giraffe

Giraffe

Casual Dining

Giraffe

Giraffe’s passion is the world of spices, colours, sizzles and smells. We visit their branches every month, focusing on their World Kitchen experience.

Grabthai

Grabthai

Quick Service

Grabthai

After introducing comfort Thai food to the London scene, Grabthai work with HGEM to ensure consistency across their sites as they look to grow further.

Greene King

Greene King

Pubs

Greene King

"HGEM not only measure the customer journey but help us understand where and how we can improve service - they are proactive and easy to work with. Their analysis of results and help is as important as the pub visits they carry out."

Harbour Hotels

Harbour Hotels

Hotels

Harbour Lights

Harbour Lights

Casual Dining

Hard Rock

Hard Rock

Casual Dining

Hard Rock

"Using HGEM allows us to highlight areas of improvement, celebrate great customer service and build on a worldwide reputation. They provide great support and understanding to operational needs offering us an advantage in an ever-competitive market."

Jonathon O’Reilly, Regional Training Manager for Europe

Heritage GB

Heritage GB

Events

Heritage GB

"Understanding our guests and the experiences they have at our attractions is essential in driving our business forwards. We couldn’t do this without HGEM as their concise reports enable us to benchmark service levels across all our destinations and to see exactly where we can make improvements." 

HMSHost

HMSHost

Casual Dining, Quick Service

HMSHost

"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."

Honest Burgers

Honest Burgers

Casual Dining

Honest Burgers

“I love working with HGEM because you are all really accommodating to anything that we want to arrange. Feedback is reacted upon quickly and it feels like a have an extension of the business with you guys, rather than actually outsourcing. Also, your monthly reports save me about 2 hours where I would normally be doing the analysis - you do it for me!” 

Victoria Oickle, Operations Manager 

HotBox London

HotBox London

Casual Dining

HQ Theatres and Hospitality

HQ Theatres and Hospitality

Entertainment

HQ Theatres and Hospitality

We provide monthly visits to over 10 theatres, with the mystery guest providing an experience of their whole evening from a pre-show dinner to the show itself.

Ideal Collection

Ideal Collection

Pubs, Hotels

IKEA UAE

IKEA UAE

Casual Dining

Itsu

Itsu

Quick Service

Itsu

Guest feedback inspired the creation of itsu and it's just as important now to support growth, consistency and the itsu team.

Kai Mayfair

Kai Mayfair

Fine Dining

Kings Place

Kings Place

Events, Fine Dining, Entertainment, Casual Dining

Lasan

Lasan

Fine Dining, Casual Dining

LEON

LEON

Casual Dining

LEON

"We love the HGEM team, nothing ever phases them & we never meet resistance or ‘It’s with the developers’. For a company specialising in customer feedback, they are brilliant with their customers. They are such a joy to work together with."

Glenn Edwards

Levant

Levant

Entertainment, Casual Dining

Levy Restaurants

Levy Restaurants

Catering

Lexington Reception Services

Lexington Reception Services

Events

Malmaison HdV

Malmaison HdV

Hotels

Malmaison HdV

"Invaluable insight into our guest experience with a tailor-made measurement tool that’s flexible to our ever-changing needs and business focuses and provides fantastic data and analytics."

Lindsay Southward, Group P&D Director

Mamma Mia

Mamma Mia

Casual Dining

Marstons

Marstons

Pubs

Melange

Melange

Casual Dining

Mint Group

Mint Group

Events, Entertainment

MyLahore

MyLahore

Casual Dining

MyLahore

“The Guest Experience is key to the success of MyLahore and HGEM provides us with that insight into knowing what the guest has experienced which has truly help us to improve”.

NAC Mayfair

NAC Mayfair

Fine Dining

NAC Mayfair

We provide monthly visits to this relaxed and stylish bistro.

Natural Kitchen

Natural Kitchen

Casual Dining

Natural Kitchen

“Natural Kitchen is using HGEM for both restaurant and take away departments. Have been working very well helping us to improve our service standards and consistency of the products.”

Old Sarum Hotels

Old Sarum Hotels

Hotels

Olive Tree Brasserie

Olive Tree Brasserie

Casual Dining

Parogon Pub Group

Parogon Pub Group

Pubs

Peach Pubs

Peach Pubs

Pubs, Casual Dining

Peach Pubs

Peach culture is highly valued. They reinforce it by providing great team training and in-house learning management through PeachTeach. Their teams flourish with their support and great culture plays a huge part in their guest experience.

Peyton & Byrne

Peyton & Byrne

Casual Dining

Pieminister

Pieminister

Quick Service

Pieminister

With visits in Pieminister restaurants, Pieminister Pubs and within universities, we provide Pieminister with an overview of their whole brand.

Pizza Union

Pizza Union

Casual Dining

Polpo

Polpo

Casual Dining

Polpo

Fresh and exciting chain of "Venetian bacaro's". HGEM are proud to be supporting Polpo's guest experience as they expand. 

Portabello

Portabello

Casual Dining

Punch Pubs

Punch Pubs

Pubs

Punch Pubs

"We like working with the team at HGEM as they took time to understand our business from the very start, support our teams and also challenge us to help make improvements to the program."

Randall & Aubin

Randall & Aubin

Casual Dining

Red’s True BBQ

Red’s True BBQ

Casual Dining

Red’s True BBQ

"Let There Be Meat!" Loud, smokey & very tasty. HGEM provide mystery visits to all 8 sites. 

Restaurant One Eighty

Restaurant One Eighty

Casual Dining, Hotels

RHS Flower Shows

RHS Flower Shows

Events

RHS Flower Shows

HGEM work closely with RHS to provide detailed feedback on food outlets & general experience at Chelsea Flower Show. This immediate feedback allows them to make quick changes over the short event. 

Ribs & Burgers

Ribs & Burgers

Casual Dining

Richoux Group

Richoux Group

Casual Dining

Richoux Group

We support Richoux Group with mystery visits to 17 sites across their Richoux, Friendly Phil's and Villagio casual dining brands.

Roberto's

Roberto's

Fine Dining

Rola Wala

Rola Wala

Quick Service

Rola Wala

We support Rola Wala with weekly mystery visits to assess their street food style offering. 

Rosa's Thai Cafe

Rosa's Thai Cafe

Casual Dining

S&P Restaurants

S&P Restaurants

Casual Dining

S&P Restaurants

“HGEM are a key supporter in our mission to become the most respected & famous Thai restaurant at every location we operate. By providing timely reviews & insightful analysis, our teams can focus on improving specific issues in a targeted manner.”

Andrew Holman, Managing Director


Shepherd Neame

Shepherd Neame

Pubs, Hotels

Shepherd Neame

We support Britain's oldest brewer with overnight stays to assess the guest experience at their wonderful hotels & pubs. 

St Austell Brewery

St Austell Brewery

Pubs, Casual Dining, Hotels

St Austell Brewery

St Austell Brewery operates a growing and diverse independent and family-owned business. We work with them on food visits, overnight stays and their online Smiles Survey.

St Austell Brewery Tenanted – we run mystery visits to all the leased estate twice annually.

St. Pancras Renaissance Hotel London

St. Pancras Renaissance Hotel London

Hotels

Stadium Events & Hospitality Awards

Stadium Events & Hospitality Awards

Events

Sticks 'n' Sushi

Sticks 'n' Sushi

Casual Dining

Subway

Subway

Quick Service

Tamara Lounge

Tamara Lounge

Casual Dining

Tamatanga

Tamatanga

Casual Dining

Tampopo

Tampopo

Casual Dining

Tampopo

"HGEM is one of the many ways in which we get feedback from our customers. From the tailoring of questions to the format of responses, HGEM is a powerful tool to reward teams on a timely basis where they have delivered a great experience."

Tapas Revolution

Tapas Revolution

Casual Dining

Thai Leisure Group

Thai Leisure Group

Casual Dining

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."

The Bay Fish & Chips

The Bay Fish & Chips

Casual Dining

The Bay Fish & Chips

"We have been working with HGEM since 2012, they help us to keep us up to speed with current trends and expectations. This helps us to move with the times and focus on promoting our brand elsewhere, safe in the knowledge that The Bay back home is running as smoothly as it would be if I were there."

Calum Richardson, Owner/Chef

The Belfry

The Belfry

Hotels

The Orange Tree Group

The Orange Tree Group

Pubs

The Throckmorton

The Throckmorton

Pubs

Tom Browns Brasserie

Tom Browns Brasserie

Fine Dining

Tossed

Tossed

Quick Service

Tossed

Tossed have regular Mystery Visits & had a unique questionnaire designed for their kiosk visits that sought feedback on the technology integration. Their Mystery Visit data is also integrated with Trail, encouraging their managers to share the results with the team.

Turtle Bay

Turtle Bay

Casual Dining

Turtle Bay

As a fast growing casual dining operator, Turtle Bay works with HGEM to support their new openings alongside regular visits to all sites. This gives the team opportunity to ensure consistency in the brand, product & service that defines their operation.

University of Sheffield

University of Sheffield

Catering

University of Sheffield

HGEM support UoS to keep sight of the Guest Experience across their varied & busy group of sites.

Veeraswamy

Veeraswamy

Fine Dining

Village Hotels

Village Hotels

Hotels

Village Hotels

The comprehensive program of Mystery Visits allows Village Hotels an overview of their Guest Experience across all sites & day parts.

Vita Mojo

Vita Mojo

Quick Service

Wadworth

Wadworth

Pubs

Wagamama

Wagamama

Casual Dining

Wagamama

"We’ve been working with HGEM for many years and throughout that time we’ve always been very impressed by their professionalism, responsiveness and, most importantly, their approach to working collaboratively, all of which combine to make them a trusted partner."

Stuart Wright, Head of Insights

Wembley Stadium

Wembley Stadium

Events, Catering

Wembley Stadium

HGEM Mystery Guests act as the eyes and ears on the ground, providing insight during large sporting events, when Wembley Stadium is at its busiest.

Wildwood

Wildwood

Casual Dining

WOLF Italian Street Food

WOLF Italian Street Food

Casual Dining

Youngs

Youngs

Pubs, Hotels

Youngs

HGEM support the community of Youngs Pubs with regular Mystery Visits and Calls, helping them to gain competitive advantage & maintain a great Guest Experience.

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