Monitor and improve your online reputation
We can help boost your online reputation by making it easy to manage and respond to reviews from over a dozen review platforms, and to take action to improve your business. With us, brands typically improve ratings 10-15% in 4 months.
Since we launched our guest experience management programme with HGEM, we have transformed the culture and the way that PizzaExpress listens to customers.
Stephanie Farrow | Head of Strategy & Insight Read PizzaExpress Case Study
"HGEM survey sites and review management make our lives easier and provide real clarity on what our guests think. There's clear feedback on what we're doing well and where we can improve."
Kate Dell | Head of Brand
“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none & their desire for excellence matches that of our own”.
Jay Scott | Learning and Development ManagerWe’ll pull in ratings from over a dozen platforms into a single place - our Guest Experience Management platform, The Hub. Sources include Google, TripAdvisor, Facebook, OpenTable, The Fork, DishCult, DesignMyNight, Yelp, Zomato, Booking.com, Expedia, Travelocity, Hotels.com, Orbitz and TrustPilot. Results can be viewed separately or pulled together into an overall score.
Each review will display the source and author, together with any comments and photos they have left. The ratings and comments are aggregated into reporting and analysis.
As well as being able to view reviews all in one place, we also make it easy to respond to them from within the platform. Research has consistently shown that responding to reviews, particularly where the tone and content is positive, is effective in boosting your reputation. We'll also track statistics on how quickly you are responding to reviews and what proportion of reviews you respond to.
We track two key response statistics for each venue: speed (how quickly you respond) and rate (the proportion of reviews you respond to).
To make it easier and faster to respond to all reviews, we provide a suite of response templates. Our platform adapts the suggested review templates based on the score of the review, saving managers even more time. You can choose content put together by our experts, or we can create custom templates for you, with your own specific tone of voice.
If you'd like to know how your local competitors are doing, and how you compare, we can select a few competitors for each location and pull their review score statistics into The Hub.
We make it easy to extract all your results by location and date, with scores for each channel as well as a combined score, in case you want to do your own analysis.
When you're getting great reviews, you want people to know about it. So we can give you some code to embed on your website which will pull through a feed of reviews, filtered to only the ratings you want to show.
As an optional add-on service to the Review Management module, you can now outsource your Review Responses to HGEM. This service is particularly useful for businesses wanting to systematically respond to all reviews, but may be lacking capacity or resources.
Other pages you may be interested in: