Eliminate potential problems quickly. Particularly valuable for those managing large events, we can send 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.

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.

Here are the key features of HGEM's Live Event Monitoring service:

ON-SITE TEAM: We provide a team of mystery guests, led by an experienced member of our team, to continually assess standards and report back any issues as they are discovered.

OBJECTIVE ASSESSMENTS: We conduct a series of objective assessments of the guest journey to several outlets on site.

EXIT SURVEYS: Using a pre-loaded tablet, we conduct face-to-face surveys with guests as they leave selected outlets.

REVIEW TRACKING: Online reviews from common platforms can be captured and fed into The Hub for analysis along with assessments and surveys.

END-OF-DAY REPORT: We collate the results from any assessments and surveys conducted during the day and present these back so that appropriate action can be taken for the following day.

END-OF-EVENT REPORT: We collate our findings from all activity and present these in a report with recommendations for the next event.

Get in touch with your account manager if you would like to discuss creating a bespoke guest experience management scheme for your event.