Pricing

Name: HGEM
Address: Kings Court, Parsonage Lane, Bath, Somerset, BA1 1ER, UK
Telephone: +44 (0)1225 470999
Price range: $

Take your Guest Experience Management to the next level

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
Audit areas

Eat-in & takeaway

Deliveries & online orders

Accommodation & leisure

Calls & showrounds
Learn more
*Price excludes reimbursements
From £35 per audit*
Feedback Sites

Track and manage sentiment
Measure

Feedback & ratings from custom questionnaires

Perceptions & opinions

Net Promoter Score
Benefits

Improve 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
Types of feedback

Guest feedback

Employee feedback
Learn more
From £30/month per venue
Review Management

Improve responsiveness and ratings
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

Respond within the platform, improve ratings & responsiveness

Benchmark internally & externally

Option to embed best reviews onto your website
Learn more
From £25/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
Get more out of your HGEM products
Insight Lab

In-house consultancy service
What you can get

On-demand, deep dive into your data to answer strategic questions

Creation of custom templates for regular delivered reports

Collation of data, graphics & comments into custom performance reports
Questions we can help answer

What are the key drivers of NPS to my business?

Where are my opportunities for improvement?

What do customers think of our menu?
Learn more
Please contact us for a quote
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
Review Responses

Responding to your reviews
If you want to actively respond to all reviews, but are lacking capacity or resources, HGEM can help
Benefits

Guaranteed responses the next working day

Bespoke response templates reflecting your tone of voice

Tracked responses and response metrics, such as rate and speed, within platform

More cost-effective than recruiting a new hire to respond to reviews
Review Management module required
Learn more
Please contact us for a quote
Complaint Management

Handling your complaints
Save time and money by outsourcing responses to your customer complaints
Benefits

Quick customer recovery: first response in 2-3 working days

Bespoke response templates reflecting your tone of voice

Track responses, complaint volume and categories, within platform

Ability to issue vouchers on your behalf to encourage repeat visits
Guest Feedback module required
Learn more
Please contact us for a quote

Pricing

Choose the modules that work for you

Mystery Audits

Feedback Sites

Review Management

Product Ratings

Get more out of your HGEM products

Insight Lab

Event Support

Review Responses

Complaint Management

Discounts available for scale

Every module comes with access to The Hub

The award-winning Guest Experience Management platform includes:

Benchmarking

Technical Integrations

Case Management

Sentiment Analysis