Live Events

Live Events


Events come in many shapes and sizes, with many variable factors that can influence guest experience. The difference between a good and a great event is often small but get it right and your event will be a success. 

So how can we help?

  • Eliminate potential problems. Particularly important for large events, our mystery guests are your eyes and ears on the ground providing live feedback during your event. This means you can solve problems before they impact on guest experience during your event rather than waiting for an end of event review. 

  • Improve sales. Our in-depth reports detailing feedback from mystery calls and showrounds will help ensure your team to capitalise on every sales opportunity.

  • Evolve and enhance future events. Using mystery guests we break down the guest experience into key stages and provide insight in to what you do well and what needs improving, helping you ensure the future success of your event.

  • Keep good team members. Large events usually require lots of temporary staff and so using mystery visits to measure team performance at all guest touch points will not only help shape future training programmes but identify exceptional team members you will want to work with again. 

  • Develop profitable partnerships. Using mystery visits to assess how well your external partners are embracing your defined standards, processes and behaviours, we'll ensure your brand is being representing in the correct way at all times or flag potential issues.

  • Track what is being said about you online. Our platform, ‘The Hub’ makes it easy for you to view and respond to results from several popular online review and booking sites, all in the same place. This will give you a comprehensive view of your reputation and the things that influence it.

Get in touch today to see how we can help you grow your event

Fields with a * are required
Ascot Racecourse

Ascot Racecourse

Ascot Racecourse

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.

RHS Flower Shows

RHS Flower Shows

RHS Flower Shows

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".

Arena Racing Company

Arena Racing Company

Arena Racing Company