HGEM is a Business Reporter client

A 50-site restaurant group generates guest experience data from half a dozen different sources – separate logins, separate reports and different versions of how each venue is performing. A poor review trend at one venue might take weeks to surface. A drop in guest satisfaction scores might not reach the general manager until long after the problem has cost real revenue. Meanwhile, the team on the floor is making decisions based on instinct rather than evidence, because the evidence is buried across systems that were never designed to talk to each other.

This is the insight gap, and it is the problem HGEM was built to solve.

Founded in Bath in 2003, HGEM is part of Volaris Group, a division of Constellation Software – ranked among the world’s five most trustworthy companies by Newsweek. HGEM pioneered mystery dining in the UK and coined the term “guest experience management”.…