Let us help you scale up quickly and safely after lockdown. FREE delivery or collection audits in June 2020.

Mystery Guest Assessments

Mystery Guest Assessments

Monitor standards, processes & behaviours

Whether you want a regular audit of brand standards or a review of the guest journey to support training, we’ll design a programme to match both your business objectives and your brand promise. All your assessments can be analysed in our award-winning Hub.

Free mystery visits in June 2020*

HGEM is keen to play its part in getting businesses back on their feet as quickly as possible. Much depends on your teams understanding what's expected and getting it right first time and every time. Build trust fast, and repeat sales will follow.

We are therefore offering free mystery visits in June 2020*. We'll also provide free consultancy to help you define the standards and processes that need to be measured. And free access to HGEM's award-winning Hub to interpret the results. All reports come with the usual attention to detail that you expect from us. Scroll down to apply.

Hover over or tap each segment to see a typical aspiration for that part of the guest experience. Get inspiration from e-learning modules to train your teams in best practice for each segment.

I want every guest to feel that we will look after them well as a result of the welcome they received I want every guest to feel we were both friendly and attentive to their needs, rather than just following a process I want every guest to feel that our conversations were engaging and relevant, rather than robotic I want our team to work together so efficiently in pursuit of every guest’s needs that the service appears effortless I don’t want any guest to feel they were either rushed or left waiting at any stage of the experience I want every guest to feel that paying the bill was easy and efficient, and that we would be pleased to see them again I want every dish delivered to guests to match the agreed specification for quality, temperature and presentation I want guests to feel our team are both keen and able to advise on the contents of the menu and of specific dishes I want every guest to willingly spend more, and to feel that their experience was enhanced as a result I don’t want any guest to notice lack of cleanliness or tidiness at any point in their experience I want potential guests to be encouraged to visit us as a result of either kerb appeal, promotions or brand digital presence I want to give every guest positive ‘social currency’ during their experience that they will recommend us when talking to friends Your brand promise sits at the heart of the guest experience, influencing each segment

Whether you want a regular audit of brand standards or a review of the guest journey to support training, we’ll design a programme to match both your business objectives and your brand promise. All your assessments can be analysed in our award-winning Hub.


Mystery guest assessments are the only practical way to objectively measure the delivery of standards, processes and behaviours, free of any subjective opinions.


A key feature of our reports, as distinct from many mystery shopping companies, is the depth of factual detail, often against all questions. These help you to picture what actually happened.


Reports delivered to your teams as PDFs are branded, but this can be more than just your logo. Some clients take the opportunity to create a brand specifically for their programme to communicate the purpose and drive appropriate actions.


Many of the options we’ve been asked for over the years have found their way into our standard product, including pass/fail, focus questions, historical results, question categories, guest journey stage, and company comparison.


In addition to the standard recurring mystery visits, there are other types that we can track separately, including deliveries, phone enquiries, sales showrounds, and projects (such as new openings).


A picture tells a thousand words. Useful images can be added to your report for viewing in The Hub, as can recordings of telephone enquiries.


The accuracy and usefulness of our reports is really important to us, and understanding your culture and expectations are key to this. So unlike many mystery shopping companies, we don’t outsource proofreading, but carry out our own extensive quality checks on every single report.


No waiting around for the results. A detailed report for a visit completed today will be in your inbox and in The Hub by the next business day. Unless, that is, you want to hold back reports until the end of the period to keep teams on their toes – we can do this too.


Each guest experience is as natural as possible, rather than an ‘assignment’. So normally, the mystery guest will have chosen to visit your venue because it’s the kind of thing they like to do and it fits their schedule.


The status of our mystery guests is driven by the quality of their recent reports, so we can ensure they are motivated to make accurate observations and useful descriptions.

Modular e-learning

In The Hub, managers can access a series of Little GEM e-learning modules, each aligned to a segment in the wheel, to help train your teams in best practice and get great results.


* This offer is limited to one mystery visit report per location in June 2020 and is conditional on each location committing to further chargeable assessments each month from July to December 2020. Food and drink expenses are excluded from the offer.

Request free mystery visits in June 2020