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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

The smg360 Reporting App
When your front line is hustling, your data access needs to keep pace. Introducing the next generation smg360® 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, the 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

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Featured Resources

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Best Practice Guide

The essential guide to text analytics for CX pros

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ebook

ebook | The ultimate guide to omnichannel CX

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Report

An Executive Critique of the Customer Experience

From Our Blog

Kona Grill taps Service Management Group to enhance customer experience program

KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has announced a new partnership with upscale casual restaurant brand Kona Grill. Looking to empower district operators with real-time information and actionable insights, Kona Grill selected SMG for its robust technology platform and industry-leading research capabilities.

Established in 1998, Kona Grill offers a global menu featuring contemporary American favorites, award-winning sushi and handcrafted cocktails, made in their scratch kitchen with a variety of unique and fresh ingredients. Built on exceptional experiences and meals that create memories, Kona Grill offers inspiring food, ultimate hospitality and diverse menu options.

“With its rich history and expertise in the restaurant industry, SMG is the ideal partner to help us amplify our guest experience program,” said Jim Kuhn, Kona Grill President and Chief Executive Officer. “By offering more than a technology platform, SMG is helping us not only capture location-level feedback, but also uncover actionable insights so that we can continually improve our guest experience.”

Kona Grill is using SMG VisitView, a location-level customer experience survey to capture real-time guest feedback across nearly 50 locations. With VisitView data available 24/7 in the smg360® reporting dashboard and mobile app, employees get a holistic view of guest feedback, advanced text analytics capabilities, real-time alerts and more.

“It’s an honor to be selected by Kona Grill to help measure, refine and elevate the guest experience,” said Ken White, SMG Chief Client Officer. “Our breadth and depth across the category, in combination with our location-level measurement platform, allows us to uncover insights that drive loyalty and sales.”

About Kona Grill
Like the welcoming state that inspired its name, Kona Grill offers international cuisine, unmatched hospitality and unique cultures––all in one place. Since opening its doors in 1998 in Scottsdale, Ariz., Kona now serves up globally-inspired culinary experiences across nearly 50 locations in the U.S., Puerto Rico, Dubai and Canada. Its menu features contemporary American favorites, award-winning sushi and specialty cocktails––all made from scratch using only the freshest ingredients. For more information, visit www.KonaGrill.com.

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About Service Management Group (SMG)
SMG (Service Management Group) partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries. To learn more about SMG, visit www.smg.com or call 1-800-764-0439.

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