Our Customers

Our Customers


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

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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

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.

Barrel & Stone

Barrel & Stone

Casual Dining

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

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

Brownsword Hotels

Brownsword Hotels

Hotels

Carluccios

Carluccios

Casual Dining

Carluccios

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

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 mystery guests help assess the food and drink offering where CH&Co operate in work places

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

Common

Common

Pubs

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

Detox Kitchen

Detox Kitchen

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

Distinctive Inns

Distinctive Inns

Pubs

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. 

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)

Food & Fuel

Food & Fuel

Casual Dining

Food & Fuel

Regular mystery visits to these gastro pubs aid Food & Fuel in maintaining their Guest Experience Standards. 

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

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

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

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)

Honest Burgers

Honest Burgers

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

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

Lasan

Lasan

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)

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)

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.

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.

Polpo

Polpo

Casual Dining

Polpo

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

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. 

RHS Flowers Shows

RHS Flowers Shows

Events

RHS Flowers 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. 

Richoux

Richoux

Casual Dining

Rola Wala

Rola Wala

Quick Service

Rola Wala

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

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. 

Sodexo

Sodexo

Catering

St Austell Brewery

St Austell Brewery

Pubs, Casual Dining, Hotels

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"

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 

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.

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.

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.

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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