The SMG Customer Experience Platform™ is our analytical approach to improving the customer experience. It takes a combination of integrated research, superior technology and advanced analytics to improve our clients’ service performance.
Foundational to everything we do is our Consumer Insight Services. With unsurpassed knowledge of the multi-unit retail and restaurant industry, our talented staff works directly with clients to reveal the insights that drive meaningful change. In addition to the on-demand reporting, our insight services team regularly meets with clients to review data-driven recommendations for marketing and operational improvement. These recommendations are based upon the findings of our Research team who continuously analyze the millions of surveys we receive each year.
Hear From Our Clients
Larissa Siegel - Burger King
For 20 years, we’ve measured the consumer experience across a broad range of retail, restaurant and service businesses. We are considered experts in the field and some of our client relationships span decades. Meeting with executive and field leadership on an ongoing basis, our teams provide continuous insight, helping our clients make meaningful changes and improve competitiveness.
In addition to the on-demand analysis and reporting delivered by our platform, our talented professionals work directly with clients to conduct more sophisticated analysis on a quarterly level, evaluating service delivery to improve operational performance.
With a client base of over 130 brand concepts, over 90 million normalized customer interactions and representing 98% of the U.S. zip codes, SMG houses an incredible amount of customer experience data. No one knows multi-unit operations like we do, and we actively share that knowledge with our clients. While maintaining the highest level of client confidentiality and anonymity, we’ve established industry-specific normative benchmarks for scoring on some of the most important measures of our clients’ business. Clients use this data to understand their performance relative to peers and best-in-class operators, comparing results by retail and restaurant subcategory and geography.
“One big aha moment is our dressing rooms. We historically knew that people who used the dressing rooms converted better, but we didn’t realize they had such a large increase in basket size."
John Milligan - TJX Companies