--- title: "HGEM Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about HGEM Software - reviews, pricing plans, popular comparisons to other Customer Experience products and more." source_url: "https://www.capterra.com/p/10003064/HGEM/" page_type: "product" language: "en" --- # HGEM Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 4, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) HGEM ## What is HGEM? Keeping guest experience consistent across 20, 50, or 500 venues is an operational problem, not a reporting one. HGEM is a guest experience management platform for hospitality that combines mystery audits, guest feedback, and online reviews into a single operational view. AI-powered analysis reads every data source together, spots where standards are slipping, and surfaces the root cause so you can fix it before it hits your margin. Operators use HGEM to find the gap between what head office expects and what guests actually experience, diagnose whether the issue is training, process, or culture, and fix it with targeted coaching and action plans that track through to completion. The platform benchmarks every venue against the estate average and against competitors, so you always know where you stand. Built for multi-site hospitality operators running restaurants, pubs, hotels, and QSR brands across the UK and Europe. ## What is HGEM used for? [Customer Experience](https://www.capterra.com/customer-experience-software/) Top alternative Featured Overall rating Based on 2 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price £20 Usage Based, One Time Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for HGEM?[Manage this product listing](https://www.g2.com/products/hgem/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### HGEM 5.0 (2) VS. [4.6 (10,512)](https://www.capterra.com/p/253516/SurveyMonkey/reviews/) Starting Price £20 Usage Based, One Time Starting Price $30 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.0 (2) Ease Of Use 4.6 (10,499) Value For Money 5.0 (2) Value For Money 4.4 (6,536) Customer Service 5.0 (2) Customer Service 4.3 (5,845) ## HGEM alternatives [4.7 (707)](https://www.capterra.com/p/152997/BirdEye/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [Trustpilot](https://www.capterra.com/p/169618/Trustpilot/) [4.5 (1,206)](https://www.capterra.com/p/169618/Trustpilot/reviews/) Starting price $299.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/169618/Trustpilot/) Highest Rated [Broadly](https://www.capterra.com/p/161326/Broadly-Reviews/) [4.8 (336)](https://www.capterra.com/p/161326/Broadly-Reviews/reviews/) Starting price $249.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/161326/Broadly-Reviews/) ## FAQs about HGEM Overview ### What company size and specific industries is HGEM built for? HGEM is designed for multi-site hospitality operators, including restaurant groups, hotel chains, pub companies, and QSR brands. It fits mid-market and enterprise organizations that need to measure, manage, and improve guest experience across multiple venues. Features and Usability ### What are the key features of HGEM? HGEM offers customer experience management, surveys and feedback, review monitoring, and response management. It also includes AI Copilot and generative AI, plus analytics features such as real-time reporting, sentiment analysis, trend analysis, and visual analytics. Additional tools cover multi-channel communication, access controls, and customizable reports. Pricing ### How much does it cost and what fees or limitations are included? HGEM starts at £20 for Mystery Guest Audits and Review Management, both usage-based, while Guest Feedback starts at £25 per month. A free trial is available. Mystery Guest Audits include volume pricing for multi-site operators, and all plans center on AI insights, benchmarking, and reporting. Integrations ### Which third-party tools and platforms does HGEM integrate with? HGEM integrates with 16 third-party tools and platforms across customer support, listings, marketing, and reservations. Key integrations include Freshdesk, Zendesk Suite, Facebook Business Suite, Sprout Social, Google Marketing Platform, Google My Business Pro Services, Google My Business Review Manager, Yext, Deliveroo, and Booking.com for Business. Getting Started and Support ### What training and onboarding options does HGEM offer? HGEM provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online formats support guided instruction, webinars cover scheduled group learning, documentation gives written reference material, and videos offer self-paced walkthroughs for reviewing features and setup steps. Getting Started and Support ### What customer support options does HGEM offer? HGEM provides email/help desk, a knowledge base, phone support, and chat. No reviewer feedback about support is available, so support experience details such as response speed or helpfulness cannot be confirmed from user reports. ## Features AI summary Based on 3,764 Customer Experience reviews Capterra data shows that buyers of customer experience software rank the following features as their top priorities: - **Feedback Management** (**38%** of reviewers rated this feature as critical) - **Surveys & Feedback** (**46%**) - **Reporting/Analytics** (**43%**) HGEM supports all three of the features reviewers value most: **Feedback Management**, **Surveys & Feedback**, and **Reporting/Analytics**. Together, these capabilities help businesses collect customer input, track trends across responses, and turn feedback into clear insights, allowing teams to improve experiences with more informed decisions. Negative Feedback Management 5.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Identify, track, and respond to negative feedback Survey/Poll Management 5.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Create and administer polls and surveys Access Controls/Permissions 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Define levels of authorization for access to specific files or systems Customizable Reports 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Alter the layout and content of reports Customizable Templates 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Pre-designed layouts that can be customized to match preferences and requirements Engagement Tracking 2.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Tracks metrics that provide insight into how a user interacts with any interface or product HGEM 32 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Customer Segmentation: Process of dividing customers into groups based on common characteristics - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Visualization: Graphical representation of data - Email Management: Manage, store and organize emails within the system or via third-party apps - Engagement Tracking: Tracks metrics that provide insight into how a user interacts with any interface or product - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Data Collection: Collect information from multiple sources - Multi-Language: Manage and support multiple languages - Negative Feedback Management: Identify, track, and respond to negative feedback - NPS Survey Structure: Measuring and analyzing Net Promoter Scores to evaluate customer loyalty and satisfaction levels - Predictive Analytics: Predict future data based on historical data sets - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Text Analysis: Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.0 (2) 4.0 Based on 2 reviews ## Pricing Value for money 5.0 (2) Free Trial [View pricing plan details](https://www.capterra.com/p/10003064/HGEM/pricing/) Mystery Guest Audits £20.00 Usage Based,One Time It includes: - Dashboard - Reporting & Analytics - Mystery Guest Audits - Multi-Site Benchmarking - AI-Powered Insights - Venue-Level Trend Tracking - Mystery Shopping - Corrective Actions / Action Plans - Brand Standards Compliance Guest Feedback £25.00 Usage Based,Per Month It includes: - Dashboard - Reporting & Analytics - Mystery Guest Audits - Guest Feedback Collection - Online Review Management - Multi-Site Benchmarking - AI-Powered Insights - Venue-Level Trend Tracking - NPS Tracking - Real-Time Alerts - AI Response Drafting - Closed-Loop Follow-Up Review Management £20.00 Usage Based,Per Month It includes: - Dashboard - Reporting & Analytics - Multi-Site Benchmarking - AI-Powered Insights - Venue-Level Trend Tracking - Review Management - Automated Review Responses - Review Monitoring - AI Responses / Drafts - Sentiment Analysis - Multi-Platform Aggregation - Competitor Benchmarking - Response Management Value for money 5.0 (2) 5.0 Based on 2 reviews ## Integrations [ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ Sprout Social](https://www.capterra.com/p/121447/Sprout-Social/)[ Facebook Business Suite](https://www.capterra.com/p/235972/Facebook-Business-Suite/)[ Yext](https://www.capterra.com/p/140176/Yext/)[ Deliveroo](https://www.capterra.com/p/252491/Deliveroo/)[ Google Marketing Platform](https://www.capterra.com/p/213341/Google-Marketing-Platform/)[ Google My Business Pro Services](https://www.capterra.com/p/186094/Google-My-Business-Pro-Services/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 5.0 (2) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 5.0 (2) 5.0 Based on 2 reviews ## User reviews Overall rating 5.0 Based on 2 reviews Filter by rating 5(2) 4(0) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent DW Dan W. senior customer insights manager Hospitality ### "A great relationship" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 21, 2026 A really great 121 relationship we have with HGEM, I enjoy working with everyone there and they have really supported us on our customer experience journey. Pros The personal support we receive, and how HGEM are always open to trying new developments and changes, we also appreciate their expert opinion. Cons The hub platform can be tricky to navigate sometimes, with it not always being obvious how i find a number that I need. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MS Matthew S. Operations Director Hospitality ### "A Bullseye for Guest Insights" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 17, 2026 Overall, my experience with HGEM has been positive. It is a useful tool for understanding guest sentiment, tracking performance, and identifying opportunities for improvement. The platform is user-friendly and provides valuable insights that help teams focus on delivering a better guest experience. The Hub by HGEM has become part of my morning ritual and routine and is an important part of our guest feedback process. Pros HGEM provides a clear and accessible way of analysing guest feedback and identifying trends. The reporting is easy to navigate, and the ability to drill into comments and performance metrics helps support operational decision-making and continuous improvement across venues. Cons As someone who frequently works from an iPad, I find the mobile and tablet experience less user-friendly than the desktop version. Filters can be difficult to select, some reports require resizing or extra navigation to view properly, and analysing data on a smaller screen can be more time-consuming. Improvements to the mobile/iPad experience and overall responsiveness of the platform would make it much easier to access insights on the go. Switched from [Feed It Back](https://www.capterra.com/p/213501/Feed-It-Back/) Poor service / better platform provided by HGEM Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.