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I Understand

Take your Guest Experience Management to the next level

  • Products
  • Services

Choose the modules that work for you

Mystery Audits

Monitor & optimise operations
Measure
  • Brand standards
  • Team behaviours
  • Training effectiveness
  • Upselling performance
Benefits
  • Be confident in the knowledge that brand expectations are met by employees
  • Protect brand image by ensuring consistency across sites
  • Improve operations
Learn more
Audit areas
  • Eat-in & takeaway
  • Deliveries & online orders
  • Accommodation & leisure
  • Calls & showrounds
*Price excludes reimbursements
From £30 per audit*

Feedback Sites

Track & manage guest sentiment
Measure
  • Feedback & ratings from custom questionnaires
  • Guest perceptions & opinions
  • Net Promoter Score
Benefits
  • Improve customer engagement with surveys that look & feel like an extension of your brand
  • Pre-empt negative reviews on social media
  • Turn passive guests to promoters through case management
  • Enhance the effectiveness of marketing campaigns through CRM integration
Learn more
From £20/month per venue

Review Streams

Streamline reputation management
Measure
  • Data from all popular review sites, including Tripadvisor, Google & Facebook
  • Speed & rate of response
  • Site-level competitor ratings
Benefits
  • Manage reviews across booking platforms, review sites & social media in the same place
  • Improve responsiveness
  • Benchmark internally & externally
  • Option to embed best reviews onto your website
Learn more
From £20/month per venue

Product Ratings

Empower food development teams
Measure
  • Customer sentiment towards satisfaction & value for money
  • Kitchen consistency
  • Product KPIs, such as portion size, presentation, taste & temperature
Benefits
  • Find out what guests love & identify issues quickly
  • Optimise dish quality, plating or pricing based on feedback
  • Ensure consistency across all sites
  • Extract useful comments for each dish or product
Learn more
From £20/month per venue

Examples of the services we offer:

Event Support

Live event monitoring
Measure
  • Standards & processes at each customer touchpoint
  • Perceptions & opinions from guests
  • Reputation based on online ratings & reviews
Benefits
  • Monitor event performance in real-time
  • Fix issues as they arise
  • Improve every day on multi-day events
  • Use data to enhance operations year-on-year
Learn more
Please contact us for a quote

Bespoke Projects

One size doesn’t fit all
We pride ourselves on being flexible, able to come up with creative solutions and services that are uncommon, or may not even exist yet
Project examples
  • Using mystery guests for a research project
  • Designing a complaint management process
  • Face-to-face guest interviews
  • Contributing to operations team training
Please contact us to discuss your requirements

Discounts available for scale

Get a quote

Every module comes with access to The Hub

The award-winning Guest Experience Management platform includes:

Benchmarking

Benchmarking

Drive competitive improvements using internal comparisons with average, lots of league tables and external benchmarking of common indicators

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Technical Integrations

Technical Integrations

Achieve more by integrating what we do with selected partners, including employee messaging, CRM platforms, Wifi providers and BI systems

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Case Management

Case Management

Practice continuous improvement with complaint recording, guest response management, internal audits and the ability to create and assign actions

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Elearning for FOH

Elearning for FOH

Inspire your teams to be creative in delivering the brand promise using 12 elearning modules aligned with the key components in a guest experience

Learn more
View all Hub features