Online Reporting System

Current client reporting system can be accessed here.

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customer experience
Customer Experience

Your customers are talking and we speak their language. We know the right questions to ask and the best way to deliver actionable insights that help you impact the conversation.

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brand research
Brand Research

What customers think and how they act can be different. That's why we track pre-purchase, purchase, and even non-purchase behavior against your brand and your competition.

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employee engagement
Employee Engagement

Your customer experience is tied to your employee experience. We have the tools that uncover the heart of your organization, decreasing turnover and increasing sales performance.

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Industries

We make your business our business. We connect what matters to your customers with what matters to you, understanding the unique behavior motivators and operational demands of your industry.

Focus On Innovation

smg360 Reporting App

When your front line is hustling, your data access needs to keep pace. Introducing the next generation smg360TM app, designed to keep your team on track and identify performance issues at-a-glance. One-click access allows unit and field managers to get the data they need when and where they need it and helps department leaders and executives make more informed decisions. Available for phone and tablet, smg360 app delivers real-time information for real-time action. It's not just a player in the industry; it's a whole new game.
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Client Partners

Caribou Coffee
Applebee's
Kohl's
shell
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Giant eagle
amc
Taco Bell
Firehouse Subs
McDonalds

Featured Resources

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ebook

ebook | The ultimate guide to omnichannel CX

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Report

An Executive Critique of the Customer Experience

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Best Practice Guide

7 keys to launching a successful customer experience program

From Our Blog

Service Management Group leverages technology to help brands unlock critical customer and employee insights

SMG is rated as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017. The report noted that “SMG excels at services and benchmarking, especially for retail and restaurant clients.”

The report was published April 10, and evaluates 10 top CFM vendors on their platforms. SMG ranked higher than all other firms in the support, professional services, benchmarking, and client success criterion, as well as the software access and usability criterion. SMG also received the third-highest ranking in the technology criterion. The Wave also measured strategy, for which SMG received the highest scores possible for the client understanding, as well as employee experience and retention criteria. 

“We invest heavily in our technology platform to measure, analyze and report highly-accurate customer and employee data,” said SMG Chairman and CEO Andy Fromm. “And we rely on client input, industry data and other public ratings to make appropriate technology investments. Feedback from this process will be one more source of input as we build a world-class CX platform.”

One example of SMG’s world-class technology is the smg360™ mobile reporting app which has more App Store reviews and is rated a full star higher than any other CX reporting app. “That’s a tangible data point that says our tech is relevant and helpful for our clients,” said Fromm.

“We’re really proud of our tech, but it’s our professional services that really set us apart,” said SMG President and COO Chris Egan. “We focus on helping clients gain insights from the data with a large team of advanced-degree researchers and CX professionals who help implement and manage client programs. Our teams really do work as an extension of our client teams, turning data into actionable insights that drive business results,” said Egan.

SMG’s unique approach works well for brands who understand the importance of customer feedback and employee engagement, while preferring the effective and efficient benefits of a long-term strategic partnership for program leadership and execution.

The Forrester Wave also cited SMG’s performance in the areas of survey scripting, and noted that SMG’s “in-depth research on survey layout, questions, and survey incentives helps clients boost response rates.” “Any one of these seemingly small details can make or break a successful program,” said Egan.

SMG has been innovating in the areas of customer experience and employee engagement for more than 26 years. “We continue to learn with our clients every day,” said Fromm. “We parlay that learning into a more turnkey approach for all clients – maximizing their results from the start. It’s a practice that’s served our clients well. And when they’re successful, we’re successful. That’s a benchmark of true partnership.”

Learn more about SMG’s approach here.

Shad Foos
VP, Marketing

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