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Online Reporting System

Current client reporting system can be accessed here.

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Solutions

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 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, 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
Pandora
shell
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Giant eagle
amc
Taco Bell
Firehouse Subs
McDonalds

Featured Resources

Client Only
Best Practice Guide

6 tips for keeping your CX survey on pace with other customer touchpoints

Client Only
ebook

ebook | The ultimate guide to omnichannel CX

Client Only
Report

An Executive Critique of the Customer Experience

From Our Blog

Patients have less patience in the digital age

Most of us do things differently in the digital age. We expect everything to be fast. Easy. Convenient. Those expectations don’t stop with retail stores and restaurants. We want the same from hospitals and doctors, and if we aren’t happy with the service we receive, we’ll look for another provider. So what can providers do to inspire loyalty?


Adapt to modern expectations

To grow and succeed, today’s healthcare organizations need to create the kind of experience that keeps patients coming through their doors—despite market forces that encourage us to shop around. For one thing, health savings accounts (HSAs) are on the rise, giving people more control over their healthcare dollars and decisions. Deductibles are also increasing, prompting individuals to keep an eye open for the best value in healthcare.

And we have more options. When we can’t get a timely appointment at our regular doctor, we may instead visit the walk-in clinic down the street or immediately secure a telemedicine consult. We have more power to choose, and we are using it. Why wait two weeks for an appointment if I can be seen by someone else today?


Think more like retailers by putting a premium on the patient experience

Healthcare providers are evolving to meet our demands for better and more convenient service. Like today’s successful retailers, they are becoming consumer-centric—or, more accurately, patient-centric. More than half of today’s healthcare organizations have a patient experience (PX) officer on their leadership team. In addition, 82% of healthcare organizations in 2017 cited PX as one of their top 3 priorities for the next 3 years. This focus to oversee the ongoing measurement and management of their organization’s service keeps their focus on winning not only a patient’s trust, but also their loyalty.  

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Build loyalty by keeping the patient first

In healthcare, as in retail, creating an exceptional consumer experience requires close examination of every touchpoint. A positive outcome isn’t the only priority. Healthcare leaders are looking more broadly at their entire operation. They know that to improve PX and build a solid reputation, they must have a clear understanding of consumers’ shifting needs and preferences. They must also have robust feedback programs in place to know what’s working and what needs to improve.


Bottom line:

It’s a consumer-driven world, and the healthcare industry is no exception. That means it’s more important than ever for providers to hear from their patients and act on what they say.

For a closer look at what’s driving the shift, check out our report: Four factors driving consumer-centric healthcare.

Dan Prince
VP, Customer Engagement

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