Casual Dining

Casual Dining


The casual dining market is tougher than ever in an age when consumers crave originality and personality. To be successful, you need a winning formula that stands out from the competition, but also a willingness to evolve and innovate. Use our branded survey sites to help you engage with guests, listen to their feedback and capture NPS. The results can be presented alongside those from public review sites. But feedback is not enough on its own - consistent delivery of your concept is key, in terms of both behaviours and standards. We work with operators to align these with your training materials and use mystery guests to complete regular assessments to keep your teams on their toes. 

WOLF Italian Street Food

WOLF Italian Street Food

Casual Dining

Chez Fred

Chez Fred

Casual Dining

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

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

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.

TGP Consulting

TGP Consulting

Casual Dining

Peyton & Byrne

Peyton & Byrne

Casual Dining

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

Canada Water Cafe

Canada Water Cafe

Casual Dining

NAC Mayfair

NAC Mayfair

Casual Dining

NAC Mayfair

We provide monthly visits to this relaxed and stylish bistro.

Deliciously Ella

Deliciously Ella

Casual Dining, Quick Service

Dishoom

Dishoom

Casual Dining

Dishoom

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

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 Epicurean Collection

The Epicurean Collection

Pubs, Casual Dining, Hotels

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.”

Six by Nico

Six by Nico

Casual Dining

Randall & Aubin

Randall & Aubin

Casual Dining

Randall & Aubin

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

Draughts

Draughts

Casual Dining

Mowgli

Mowgli

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.

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


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.

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.

The Diner

The Diner

Casual Dining

The Diner

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

Tru Street

Tru Street

Casual Dining

WAKA

WAKA

Casual Dining

Tamatanga

Tamatanga

Casual Dining

Mission Mars

Mission Mars

Pubs, Entertainment, Casual Dining

Restaurant One Eighty

Restaurant One Eighty

Casual Dining, Hotels

Mamma Mia

Mamma Mia

Casual Dining

Flight Club Darts

Flight Club Darts

Entertainment, Casual Dining

Cocotte

Cocotte

Casual Dining

The Lucky Onion

The Lucky Onion

Casual Dining, Hotels

Olive Tree Brasserie

Olive Tree Brasserie

Casual Dining

Amaya

Amaya

Fine Dining, Casual Dining

Amaya

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

Masala Zone

Masala Zone

Casual Dining

HotBox London

HotBox London

Casual Dining

Rosa's Thai Cafe

Rosa's Thai Cafe

Casual Dining

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

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.

Levant

Levant

Entertainment, 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."

Holy Moly

Holy Moly

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."

Portabello

Portabello

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

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.

Broadgate

Broadgate

Entertainment, Casual Dining, Quick Service

Lounges

Lounges

Casual Dining

Tamara Lounge

Tamara Lounge

Casual Dining

Sticks 'n' Sushi

Sticks 'n' Sushi

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."

Ego

Ego

Casual Dining

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

Ribs & Burgers

Ribs & Burgers

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. 

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.

Megan's

Megan's

Casual Dining

Megan's

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

Zindiya

Zindiya

Casual Dining

Daylesford

Daylesford

Casual Dining

Charles Wells

Charles Wells

Pubs, Casual Dining

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.

Cabana

Cabana

Casual Dining

Shoryu Ramen

Shoryu Ramen

Casual Dining

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

Ceviche

Ceviche

Casual Dining

Ceviche

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

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."

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.

ARC Inspirations

ARC Inspirations

Events, Casual Dining

dim t

dim t

Casual Dining

Melange

Melange

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

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

Tapas Revolution

Tapas Revolution

Casual Dining

Carluccios

Carluccios

Casual Dining

Carluccios

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

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.

Wildwood

Wildwood

Casual Dining

Bone Daddies

Bone Daddies

Casual Dining

Living Ventures

Living Ventures

Casual Dining

Haché Burgers

Haché Burgers

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 

Harbour Lights

Harbour Lights

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

Fresh Element

Fresh Element

Casual Dining