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I Understand
What We Do

What We Do

We help hospitality businesses to grow through guest insights

HGEM offers an award-winning Guest Experience Management platform populated with measurements of brand standards, guest perceptions and online reputation. We have the most thorough mystery guests and highly branded feedback sites. We'll help you translate data into actions that grow sales.

HGEM offers an award-winning Guest Experience Management platform populated with measurements of brand standards, guest perceptions and online reputation. We have the most thorough mystery guests and highly branded feedback sites. We'll help you translate data into actions that grow sales.

The Hub

The Hub is where it all comes together. Results from multiple sources are presented with interactive charts and benchmark comparisons, all colour-coded to help you quickly identify what needs attention. You can also create actions, extract data and access resources for your team. Our team are always on hand to help you get the most from The Hub and you have the opportunity to influence its ongoing development.

Learn more about The Hub

Now make your own Hub: select one or more modules to measure what's important to your business:

Track & Trace

Track & Trace

Capture basic guest details on entry, keep secure for 21 days, and easily report to the authorities on demand

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Mystery Visits and Calls

Mystery Visits and Calls

Ensure teams consistently practice what they have been trained through measurements of standards, processes, behaviours and sales opportunities

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Guest Feedback Sites

Guest Feedback Sites

Engage your guests and capture their thoughts on what is important to you with a highly configurable feedback site and NPS tracker that looks like your website

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Online Reviews

Online Reviews

Manage your online reputation with ratings, comments and respond links from up to 12 review platforms, together with stats on competitors and responses

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Delivery & Collection Audits

Delivery & Collection Audits

Protect brand standards in all types of remote ordering experience and monitor the contribution of your partners using assessments and app reviews

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Menu Performance

Menu Performance

Track the performance of each dish using league tables on things like presentation, portion size, temperature, taste, timing, value-for-money

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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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Major Event Support

Major Event Support

Get better every day of your event using our team as your eyes and ears on the ground and get post-event analysis to help you plan for next year

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And you don't even have to ask us for these FREE modules - they come as standard:

Benchmarking

Benchmarking

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

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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

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Mobile App

Mobile App

Make it easy for area managers and others on the move with our user-friendly app for browsing mystery visits, guest feedback, reviews and league tables

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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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Pricing that scales

Our pricing is based on a per module per location subscription, with discounts based on the number of modules and for businesses over 10, 30, 60, 100 and 200 locations. This covers access to data on unlimited feedback, reviews or mystery guest reports per location. A small additional fee applies for arranging and processing each mystery visit.

BRONZE

1-2 Hub modules

SILVER

3-4 Hub modules

GOLD

5-6 Hub modules

PLATINUM

Unlimited Hub modules

Contact us for a quote