Our Clients

Our Clients


We are proud to be associated with lots of amazing hospitality businesses. But one size does not fit all. We understand the different types of operation in our sector and tailor what we do for each one.

Chez Fred

Chez Fred

Casual Dining

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.

Mission Mars

Mission Mars

Pubs, Entertainment, Casual Dining

Vita Mojo

Vita Mojo

Quick Service

Chotto Matte

Chotto Matte

Fine Dining

111 Nico

111 Nico

Fine Dining

Megan's

Megan's

Casual Dining

Megan's

We provide weekly visits to both of Megan's sites, the most romantic restaurants in London.

Restaurant One Eighty

Restaurant One Eighty

Casual Dining, Hotels

Cocotte

Cocotte

Casual Dining

The Hospital Club

The Hospital Club

Hotels

Broadgate

Broadgate

Entertainment, Casual Dining, Quick Service

Distinct Pubs

Distinct Pubs

Pubs

HotBox London

HotBox London

Casual Dining

Crowne Plaza

Crowne Plaza

Hotels

The Duke of York

The Duke of York

Pubs

Common

Common

Pubs

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."

Christine Harris, Director

Six by Nico

Six by Nico

Casual Dining

Bewley's

Bewley's

Quick Service

Bespoke Hotels

Bespoke Hotels

Hotels

Bespoke Hotels

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

Wadworth

Wadworth

Pubs

Urban Pubs & Bars

Urban Pubs & Bars

Pubs

Urban Pubs & Bars

"The Mystery Guest reports help us constantly strive to be better and puts service firmly at the top of our pubs’ daily agenda. The HGEM team provide great service and genuinely want to support us. This means we can reward our front of house teams when things go perfectly and support them on the occasions they don’t."

Lucas Owen, Operations Manager

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.

Conference Aston

Conference Aston

Events

Ei Group

Ei Group

Pubs

Harbour Lights

Harbour Lights

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."

Paul Pavli, Managing Director

Sticks 'n' Sushi

Sticks 'n' Sushi

Casual Dining

Portabello

Portabello

Casual Dining

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."

Harbour Hotels

Harbour Hotels

Hotels

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.

Draughts

Draughts

Casual Dining

ARC Inspirations

ARC Inspirations

Events, Casual Dining

Melange

Melange

Casual Dining

POD

POD

Quick Service

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

RHS Flower Shows

RHS Flower Shows

Events

RHS Flower Shows

"The reports we receive for the RHS Chelsea Flower Show are invaluable to our successful operation. After a pain-free organisation process, we receive our incredibly detailed reports, promptly on the day of a visit. They help us target small details that are sometimes overseen, allowing us to immediately make amends where necessary. We also pass the reports to our Caterers so they can also strive for absolute excellence. From the way the guests arrive, to the way they find their way around, the reports help us make countless changes to our operation, giving guests the best possible experience".

Aubaine

Aubaine

Casual 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.

Ahi Poke

Ahi Poke

Casual Dining

Ahi Poke

Responsibly sourced ingredients are added to Ahi Poke’s signature bowls. We operate weekly visits to their 2 London sites.

Tom Browns Brasserie

Tom Browns Brasserie

Fine Dining

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

Bateaux London

Bateaux London

Entertainment

Bateaux London

"We make memories and give people unforgettable experiences."

Amaya

Amaya

Fine Dining, Casual Dining

Amaya

We provide in depth mystery visit reports to this popular contemporary Indian restaurant.

Ideal Collection

Ideal Collection

Pubs, Hotels

Tamara Lounge

Tamara Lounge

Casual Dining

Old Sarum Hotels

Old Sarum Hotels

Hotels

Old Sarum Hotels

We provide monthly visits to the pub restaurants of their four hotels in Wiltshire.

The Lucky Onion

The Lucky Onion

Casual Dining, Hotels

Juicebaby

Juicebaby

Quick Service

Living Ventures

Living Ventures

Casual Dining

WOLF Italian Street Food

WOLF Italian Street Food

Casual Dining

Polpo

Polpo

Casual Dining

Polpo

“HGEM provide us with detailed, informative & unbiased insights into how our customers perceive and experience our restaurants, and help us in continually maintaining the high standards we strive to achieve.”

Darryl Chan, Learning & Development Manager

TGP Consulting

TGP Consulting

Casual Dining

Tapas Revolution

Tapas Revolution

Casual Dining

Castle Green Hotel

Castle Green Hotel

Hotels

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.

Berkeley Catering

Berkeley Catering

Catering

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.

Carluccios

Carluccios

Casual Dining

Carluccios

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

St. Pancras Renaissance Hotel London

St. Pancras Renaissance Hotel London

Hotels

Burger King

Burger King

Quick Service

Ego

Ego

Casual Dining

Stadium Events & Hospitality Awards

Stadium Events & Hospitality Awards

Events

WAKA

WAKA

Casual Dining

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. 

NAC Mayfair

NAC Mayfair

Casual Dining

NAC Mayfair

We provide monthly visits to this relaxed and stylish bistro.

Zindiya

Zindiya

Casual Dining

Shoryu Ramen

Shoryu Ramen

Casual Dining

Honest Burgers

Honest Burgers

Casual Dining

Honest Burgers

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

Victoria Oickle, Operations Manager 

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

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”.

Ishfaq Farooq, Operations Director

Tamatanga

Tamatanga

Casual Dining

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."

Jacobs

Jacobs

Pubs, Hotels

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 visits to their London restaurant.

Curzon

Curzon

Entertainment

Curzon

We've found that HGEM not only provides fantastic insight into the customer journey in general but they have supported us in our vision of what a Curzon journey should look like and how it should be measured. Great reporting and one-on-one relationships.

Ally Clow, Operation Systems and Support Manager

Camm & Hooper

Camm & Hooper

Events

dim t

dim t

Casual Dining

The Angel Inn Hotel

The Angel Inn Hotel

Pubs, Hotels

The Throckmorton

The Throckmorton

Pubs

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.

Canada Water Cafe

Canada Water Cafe

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.

Bone Daddies

Bone Daddies

Casual Dining

Malmaison / Hotel du Vin

Malmaison / Hotel du Vin

Hotels

Malmaison / Hotel du Vin

"HGEM provide 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 People and Development Director

Pret A Manger

Pret A Manger

Quick Service

Pret A Manger

We provide weekly visits to Pret a Manger shops in the UK and Europe.

LEON

LEON

Quick Service

LEON

"We love the HGEM team, nothing ever fazes 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

Kings Place

Kings Place

Events

Caffe Monza

Caffe Monza

Quick Service

The Spencer

The Spencer

Pubs

Lincoln Green

Lincoln Green

Pubs

Frontier Pubs

Frontier Pubs

Pubs

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.

Fresh Element

Fresh Element

Casual Dining

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."

Brunning & Price

Brunning & Price

Pubs

The Bridge

The Bridge

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.

Mint Group

Mint Group

Events, Entertainment

Lexington Reception Services

Lexington Reception Services

Events

M Restaurant

M Restaurant

Fine 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

The Black Swan

The Black Swan

Pubs

Benugo

Benugo

Quick Service

Butcombe Brewing Co.

Butcombe Brewing Co.

Pubs, Hotels

Subway

Subway

Quick Service

Subway

HGEM provide monthly visits to Subway's sites in London and some sites in the South West.

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

Auntie Anne's

Auntie Anne's

Quick Service

Auntie Anne's

"Since we started working with HGEM, the support from the 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

Roberto's

Roberto's

Fine Dining

Flight Club Darts

Flight Club Darts

Entertainment, Casual Dining

Levant

Levant

Entertainment, Casual Dining

Cabana

Cabana

Casual Dining

The Angel & Harp

The Angel & Harp

Pubs

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."

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.

Pizza Union

Pizza Union

Casual Dining, Quick Service

Pizza Union

“HGEM have been invaluable in providing us with objective and timely guest feedback, which in turn enormously helps our teams in our Pizza Bars to monitor our performance and strive to continually improve our service standards."

Bobby Hashemi, Founder & Director

Windmill Taverns Group

Windmill Taverns Group

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

Bermondsey Pub Co.

Bermondsey Pub Co.

Pubs

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.

Peyton & Byrne

Peyton & Byrne

Casual Dining

Ours

Ours

Fine Dining, Casual Dining

Ours

“Working with the team at HGEM feels like an extension of our business, rather than outsourcing. The customised reporting makes it simple and efficient to quickly analyse and address feedback. The client support team are always available and ready to help. We’re excited to see what the future holds for this partnership”.

Lucie Horakova, Office Manager

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.

Daylesford

Daylesford

Casual Dining

Ceviche

Ceviche

Casual Dining

Ceviche

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

Charles Wells

Charles Wells

Pubs, Casual Dining

Marstons

Marstons

Pubs

Jolly Fine Pub Co.

Jolly Fine Pub Co.

Pubs, Hotels

Mamma Mia

Mamma Mia

Casual Dining

Veeraswamy

Veeraswamy

Fine Dining

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.”

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


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."

Lisa Rowland, Customer Experience and Training Manager

Parogon Pub Group

Parogon Pub Group

Pubs

The White Hart

The White Hart

Pubs

Deliciously Ella

Deliciously Ella

Casual Dining, Quick Service

Farmer J

Farmer J

Quick Service

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 ensure our guests all leave feeling splendid."

Paul Alexander, Senior Ops Manager

BIRD

BIRD

Casual Dining

BIRD

BIRD focus on free range, fried chicken. HGEM provide mystery visits to their Westfield Stratford site.

Olympia London

Olympia London

Events

Haché Burgers

Haché Burgers

Casual Dining

Ribs & Burgers

Ribs & Burgers

Casual Dining

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."

Mowgli

Mowgli

Casual Dining

IKEA UAE

IKEA UAE

Casual Dining

IKEA UAE

“We have been working with HGEM for the past 6 years, their services have helped us to improve our shopping experience and get better at what we do”.

Pierre Zwein, Regional Food Service Manager

Harbourside Fish & Chips

Harbourside Fish & Chips

Casual Dining, Quick Service

Harbourside Fish & Chips

"We have been working with HGEM for the past 2 years and they have provided invaluable feedback and a fantastic service The mystery shops carried out at Harbourside have increased our customer service levels and also given us the opportunity to make positive improvements. We highly recommend mystery shops for all businesses!"

Sarah Lock, Owner

Black Roe

Black Roe

Fine Dining

Boyd Thorpe Associates

Boyd Thorpe Associates

Catering

The Belfry

The Belfry

Hotels

Lasan

Lasan

Casual Dining

Lasan

We provide monthly visits to Argentinian Steak House 'Fiesta Del Asada' and weekly visits to 'Nosh & Quaff' who are well known for their lobster.

Arena Racing Company

Arena Racing Company

Events

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."

Masala Zone

Masala Zone

Casual Dining

Wildwood

Wildwood

Casual Dining

Olive Tree Brasserie

Olive Tree Brasserie

Casual Dining

Rosa's Thai Cafe

Rosa's Thai Cafe

Casual Dining

Geronimo Inns

Geronimo Inns

Pubs, Casual Dining

Geronimo Inns

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

Lounges

Lounges

Casual Dining

The Epicurean Collection

The Epicurean Collection

Pubs, Casual Dining, Hotels

Rhubarb

Rhubarb

Events, Fine Dining, Catering

Heritage GB

Heritage GB

Entertainment, Hotels

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." 

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."

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. 

Gather & Gather

Gather & Gather

Catering

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.

Randall & Aubin

Randall & Aubin

Casual Dining

Randall & Aubin

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

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.

Dishoom

Dishoom

Casual Dining

Dishoom

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

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.

Firmdale

Firmdale

Hotels

Firmdale

“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none and their desire for excellence matches that of our own”.

Jay Scott, Learning and Development Manager

Tru Street

Tru Street

Casual Dining

Holy Moly

Holy Moly

Casual Dining

Benito's Hat

Benito's Hat

Casual Dining

The Diner

The Diner

Casual Dining

The Diner

We provide monthly visits to all of their nine sites in London.

The Coaching Inn Group

The Coaching Inn Group

Pubs

EAT.

EAT.

Quick Service

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.

Levy Restaurants

Levy Restaurants

Catering

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