Service Management Group



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 SMG Forum 2012

Registration is Now Open for The Forum


 Join SMG for our annual Forum event. Network with industry leaders and learn best practices for improving the customer experience.

 

 


 Quirks Media Partner

 
Online Workshop:
Creating Brand Advocates


Research and webinar are now available for "Beyond the Survey - Engaging Respondents and Connecting with Customers." 



Corner Bakery Cafe Case Study

Corner Bakery Cafe's "Best In Class" customer feedback program upholds their "One Guest At A Time" philosophy.

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SMG in the UK

Learn more about SMG's work in the United Kingdom.

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Articles, thoughts and news.

The more you visit this collection of constantly updating insights, blog entries and news articles, the more you can say you are in the know.

  • Are fine-dining guests feeling the love on Valentine’s Day?

    According to SMG’s Benchmark Database, they are not. Diners are actually more satisfied on other weekdays in February than they are on Valentine’s Day. Our research indicates Pace of Experience is the reason behind the less-than-amorous feelings: Only 63% of diners were highly satisfied with the Pace of Experience on Valentine’s Day compared to 68% of diners on other days in February. To turn Valentine’s Day diners into year-round lovers of your brand, restaurants should ...


  • In which restaurants do customers experience the most problems?

    SMG’s Benchmark Database reveals fine-dining customers experience more problems than any other customers. Despite the perception of frequent mistakes at quick-service establishments, these fast-food customers experience the fewest problems. Why are fine-dining experiences fraught with errors? Expectations of fine-dining restaurants are much higher. When customers pay more money, they expect better service. This heightened expectation causes an increased perception of problems during the experience. Fine-dining restaurant operators should be aware of these amplified expectations and ...


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