Sporting events & concert venues
Events come in many shapes and sizes, with many variable factors that can influence guest experience. The difference between a good and a great event is often small but it takes focussed effort to monitor the things that matter and to use insights to drive continuous improvement.
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We work so well with HGEM because they understand what a world-class experience should be like.
"We wanted to set up Mystery Guest Audits to have an independent view of the services and standards on site and be able to present to our clients. Working with HGEM enables us to Identify areas of improvement or areas of praise to the team and have healthy competition between sites pushing everyone to do an even better job."
Eliminate potential problems quickly. Particularly valuable for those managing large events, we can parachute a team to provide live monitoring and continuous improvement throughout the day. This means you can solve problems before they impact on guest experience during your event, rather than waiting for an end of event review. This always leads to performance improvements on subsequent days of your event.
Large events usually require lots of temporary staff and so using mystery guest audits to measure team performance at all guest touch points will not only help shape future training programmes but identify exceptional team members you will want to work with again.
For headline events, we'll work with you to use insights from a current event to inform decisions about next year's event.
Our in-depth reports detailing feedback from mystery calls and showrounds will help ensure your team to capitalise on every sales opportunity.
Using mystery visits to assess how well your external partners are embracing your defined standards, processes and behaviours, we'll ensure your brand is being represented in the correct way at all times and flag any potential issues.
Our Guest Experience Management platform - The Hub - makes it easy for you to view and respond to reviews from several popular online review and booking sites, all in the same place. This will give you a comprehensive view of your online reputation and the capacity to influence it.