Pubs & Bars

Pubs & Bars


Pubs are all about bringing people together and creating social experiences that guests will remember and talk about for the right reasons. 2018 has been a bumper year, particularly for those pubs with gardens with the warm summer and World Cup fever. But maintaining this success in 2019 is going to be a challenge, so building relationships with guests to encourage repeat custom and positive word-of-mouth is key.

So how can we help?

  • Nurture guest loyalty. We'll help you continue the conversation after guests have left the pub. The use of a branded survey site that makes it easy for guests to share valuable feedback about their experience will improve engagement and help you capture your Net Promoter Score.

  • Be a dependable destination. By conducting regular mystery visits to assess how well your team are embracing defined standards, processes and behaviours, we'll provide you with the insights needed to provide an experience that combines brand personality with reliability.

  • Monitor your reputation. Our platform, ‘The Hub’ makes it easy for pubs 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.

  • Encourage healthy competition. Our modern reporting platform enables managers to view dashboards on their own performance, identify opportunities for improvement, and highlight how they compare to other pubs in the group.

  • Keep great team players. Our employee surveys are designed to help you identify the things that are important to a team member at each stage of their employment journey, keep them aligned with your values, and flag up any issues.

To talk about how we can apply this to your pubs please get in touch

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Ei Group

Ei Group

Ei Group

Greene King

Greene King

Greene King

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."

Punch Pubs

Punch Pubs

Punch 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

Banwell House

Banwell House

Banwell House

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

St Austell Brewery

St Austell Brewery

St Austell Brewery, St Austell Brewery

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.

CD Pub Co.

CD Pub Co.

CD Pub Co.

CD Pub Co.

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

Christine Harris, Director