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I Understand
What We Do

What We Do

Our product & services

Results from online reviews, guest & employee surveys, and mystery guest assessments, all in one place. With interactive reports, competitor benchmarking and manager actions. Plus advice and support to help you drive reputation, standards and sales.

The Hub

See all guest experience measures in one place, interact with modern dashboards and take actions on the results.
  • Quickly and easily view your Online Reviews, Guest Feedback, Mystery Guest Assessments, Employee Surveys, Telephone Assessments, Internal Audits and Delivery Reviews.
  • Combine results into a GEM barometer.
  • Colour coded performance indicators.
  • Identify gaps between expected and actual performance and act on the opportunities.
  • Compare each location with similar sites and view leaderboards.
  • Update records with an action status and comments.
  • Export results for further analysis.
  • Use the mobile app to monitor results on the go.
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Online Reviews

Online Reviews

To manage your reputation
  • Track reviews from multiple review platforms including, Google, TripAdvisor, Facebook, OpenTable, Bookatable, DesignMyNight.
  • Compare yourself against other locations, including those of competitors, both at a local and brand level.
  • Respond to reviews to influence and enhance your reputation.
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Guest Feedback

Guest Feedback

To listen to those that matter
  • Make it easy for your guests to engage with you through the the use of branded surveys.
  • Learn what is influencing loyalty and track your Net Promoter Score (NPS)
  • Analyse feedback by demographic and menu items
  • Respond, or add to a mailing list, where consent is given.
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Mystery Guest Assessments

Mystery Guest Assessments

To maintain high standards and behaviours
  • Define what you expect your guests to experience at each stage of their journey with you.
  • Generate objective, detailed and useful reports from mystery guests, with delivery, sales and projects tracked separately from your ongoing programme.
  • Reinforce your expectations in team culture through regular reflection on the result
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Employee Surveys

Employee Surveys

To retain and motivate your team
  • Engage employees using branded surveys at different stages of their employment
  • Track your Employee Net Promoter Score (ENPS) to understand how likely your employees are likely to recommend you as an employers
  • Identify potential problems and retain great team members
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