Casual dining, pub restaurants & fine dining
Some restaurants seem to get it right every time, while others experience amazing highs and disheartening lows. What's the secret to consistently delivering excellent service? It's monitoring guest experience, and constantly making little adjustments based on the findings, thus achieving a cycle of continuous improvement.
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HGEM has been a great way for us to ensure our staff are providing our guests with a fantastic experience. The team are also extremely helpful and lovely!
By conducting regular mystery guest audits, our reports will thoroughly measure the standards, processes and behaviours that are important to your brand’s success.
We'll help you continue the conversation after guests have left. The use of a branded survey site, that makes it easy for guests to share valuable feedback about their experience, will improve engagement and help you capture and improve your Net Promoter Score.
Influence your online reputation by monitoring and responding to reviews from several popular review and booking platforms all in one place, in our Guest Experience Management platform - The Hub.
Without monitoring remote customer journeys, it's difficult to know where things go wrong, which is where we can help. Where you have a delivery partner, we can distinguish between things that are their responsibility and those that are yours. In the case of Deliveroo, we can also integrate ratings and comments into our platform.
Our innovative reporting platform enables your managers and area managers to view dashboards on their own performance, identify opportunities for improvement, and benchmark to how they compare to others in the group.
Using employee surveys, understand what your teams experience at different stages in their employment journey and use results to enhance training programmes and reward stand-out team members.