Pricing & Packages

Popular Monthly Packages


Please select a type of hospitality operation to see our most popular monthly packages. We recognise that every business is different and we can tailor these to match your needs.

Pubs are all about bringing people together and creating social experiences that guests will remember and talk about. You can encourage this post-experience conversation through the use of one of our branded survey sites where you can also capture NPS and feedback. For the main event, regular assessments completed by a mystery guest help you to maintain consistency in standards and processes. But we also evaluate your team's interactions, providing reflections that help them to create warm welcomes and memorable experiences.

Taste

Listen

Look

Act

TASTE

A taste of what HGEM can offer, including social reviews and interactive reports

The Hub

Modern platform for Guest Experience Managers with interactive reports and actionable insights

The GEMapp

Mobile application for managers to browse results while on the move

Google reviews

Ratings and comments from Google

TripAdvisor reviews

Ratings and comments from TripAdvisor

Facebook reviews

Ratings and comments from Facebook

Review response links

Link to social review site to post response (permission controlled)

Interactive reports

Ability to select an indicator on one report and view the impact on other reports on the same page

Location leaderboards

View location performance against peers at different levels for KPIs

Account support

Responsive helpdesk for any queries

LISTEN

Listen to your guests' perceptions and raise brand awareness, as well as track social reviews

Everything in TASTE, plus:

Branded guest survey site

Branded website to engage your guests and invite feedback on their experience

Score-based email alerts

Email containing feedback details, triggered when specified ratings are given

Guest journey gap analysis

Ability to compare one location or area with others across the guest journey

Net promoter analysis

Charts showing NPS scores cut in various ways, including by location, day and day part

Single score barometer

Chart combining results from multiple sources of feedback (reviews, surveys and assessments)

Delivered summary reports

Formatted PDF and Excel summaries delivered to your inbox

Named support manager

A named point of contact to help you manage survey content and insights

LOOK

Look at standards and behaviours through the eyes of a mystery guest, as well as track social reviews

Everything in TASTE, plus:

Detailed monthly mystery visit assessments

Objective mystery visit report with a bespoke questionnaire to measure standards and behaviours, containing plenty of detail to support continuous improvement

Full management of mystery guests

Extensive quality control at each stage, including recruitment, briefing, report validation, and performance management

Detailed validation and accuracy guarantee

If it doesn't meet the standards we agree we you, we'll complete another visit for free

Range of report formatting options

PDF visit reports can include lots of different options, including programme branding, pass/fail indicators, recent history, focus questions, question categories, etc

Alignment with your training content

We'll help you design a questionnaire and report format that complements the way you train your teams

Delivered summary reports

Formatted PDF and Excel summaries delivered to your inbox

Named support manager

A named point of contact to help you manage questionnaires, visit schedules and reporting

(Excludes reimbursement of visit expenses)

ACT

Let us help you translate insights from multiple sources into strategic action

Everything in TASTE, LISTEN and LOOK, plus:

Client Success Management

A named point of contact to engage with you at a strategic level to help manage the guest experience

Quarterly continuous improvement reviews

Either online or at your office (subject to location)

Annual presentation to managers

Either online or at your choice of location (subject to volume)

Access to Insight Manager

Personalised help for you to get the most out of your data

(Excludes reimbursement of visit expenses)

Enhance with Add-ons


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