AreTheyHappy

GuestXM, formerly operating as AreTheyHappy, functions as a customer experience and reputation management platform tailored for the restaurant and hospitality sectors. The original entity, AreTheyHappy, was established in 2016 in Gent, Belgium, and was co-founded by Hannah Albarece. In April 2022, the company was acquired by Black Box Intelligence, a provider of performance benchmarking data for the restaurant industry. Following the acquisition, AreTheyHappy was rebranded and integrated into Black Box Intelligence's product suite as GuestXM, officially launching in January 2023.

The company's business model is centered on providing a subscription-based software-as-a-service (SaaS) platform to multi-location restaurants, startups, SMEs, and large enterprises. GuestXM is designed to help these businesses manage and improve the guest experience, which in turn can influence sales and traffic. The platform generates revenue through subscriptions, although specific pricing details are not publicly available and are provided upon request.

The GuestXM platform consolidates customer feedback from a multitude of channels into a unified inbox. This includes online review sites like Google, TripAdvisor, and Yelp, as well as social media platforms such as Facebook and Instagram, surveys, and emails. Key features include reputation management, social media listening, survey creation tools, and task management to assign follow-ups on feedback. The platform utilizes restaurant-specific artificial intelligence to analyze unstructured data from reviews and social interactions, providing insights into aspects like food, service, and ambiance. This allows restaurant brands to identify sentiment trends, manage their online reputation, and respond to customer feedback efficiently. The system is designed to correlate guest sentiment with workforce performance and financial results, offering a comprehensive view to operators for making informed business decisions.

Keywords: customer experience management, reputation management, restaurant technology, hospitality analytics, social media listening, guest feedback platform, online review management, brand reputation, CXM, SaaS, sentiment analysis, multi-location restaurant software, Black Box Intelligence, restaurant performance benchmarking, customer satisfaction, guest intelligence, hospitality data