Case Study: HGEM improves guest experience management and cuts review response time 71% with ReviewTrackers

HGEM Harnesses Reputational Data from ReviewTrackers to Help Clients Manage the Guest Experience

HGEM, a Somerset‑based guest experience management firm that began as a mystery‑dining company, now supports over 10,000 hospitality operators across the UK. The company faced a challenge: many clients were not tracking or acting on online reviews, making it hard to consolidate reputational data with surveys and mystery‑guest assessments to get a rounded view of the guest experience.

HGEM integrated ReviewTrackers via API into its Hub platform to pull review data from major sites and benchmark performance across locations. That integration has aggregated over 345,000 reviews, sped up response times by 71%, helped 82% of clients achieve 4‑ or 5‑star ratings, and strengthened client retention and growth by turning review data into actionable insights.

HGEM

Steven Pike

Managing Director