Listen to and engage with your guests
When integrated with a CRM system, the ratings and comments we capture can add richness to what you know about guests and help you design effective marketing campaigns to drive up sales. The design is fully aligned with your website to feel like an organic extension of your brand, and branching questions allow you to tailor the journey to the guest's experience. It's a really good way to track your Net Promoter Score (NPS), be alerted to things that might require attention, and influence word-of-mouth recommendations.
“HGEM have been invaluable in providing us with objective & timely guest feedback, which in turn enormously helps our teams monitor performance & strive to continually improve our service standards."
Bobby Hashemi | Founder & Director
"We love the HGEM team, nothing ever fazes them. We never meet resistance or ‘It’s with the developers’. For a company specialising in customer feedback, they are brilliant with their customers. They are a joy to work with."
Glenn Edwards | Managing Director
"It's been a pleasure working with HGEM. The reports are easy to understand and we've had a great response to our feedback surveys within our cafes."
Katie Butler, Marketing Manager | University of SheffieldOur guest surveys are fast and built to modern standards. An internet connection is only required at the start and end of the survey.
We want to promote your brand, not ours. So your survey site will be branded to match your website exactly, or to your preferred design style. Even the rating indicators don't have to be stars - you can choose icons that fit your brand.
You’re not stuck with out-of-the-box questions. We’ll use our experience to guide you on what works, but also help you to make it your own. We can also manage branching questions.
We can upload each location’s menu and capture information about dish performance and value for money.
Some guests are prepared to spend more time than others. Our surveys can be configured with multiple exit points so you can capture as much or as little as people are prepared to share.
Your guests can upload photos of their experience to bring their feedback to life.
The same survey can be used in multiple countries. Guests can select their preferred language.
Guests can consent to be contacted about their feedback, and we make it easy to contact them via The Hub.
Many wifi systems can generate email invites for guests who have used your wifi to complete a survey based on certain rules. They can also pre-populate information such as location and date.
Our surveys can be configured to display as an app on a tablet and to automatically refresh after each guest has provided their feedback. This makes them suitable for at-table feedback.
Where we know someone has had a great experience, we can redirect them to selected review platform and encourage them to leave a review.
We can set up alerts to notify you if a survey is submitted that falls below a set performance threshold.
Prize draws can be a good way of attaching people to provide feedback. We can administer the draw on your behalf and advise on what works.
Track gaps in the guest journey, analyse by age and gender, extract comments, and more.
Guests can consent to be added to your marketing database, and we can export contact details, ratings and comments to your CRM.
If you capture feedback on comment cards and would like to see these alongside your survey results in The Hub, we can set up an import process for you.
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