English (US)
  • English (US)
  • 日本語
  • English (United Kingdom)

Online Reporting System

Current client reporting system can be accessed here.

SMG Image

Customer insights
hidden in plain text

Use text analytics to transform mountains of data into
positive business outcomes—and answer questions you
never thought to ask.

Request Demo

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.

Learn More
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.

LEARN MORE
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.

LEARN MORE

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.
Learn More

Client Partners

Caribou Coffee
Applebee's
Pandora
shell
wawa-logo
Giant eagle
amc
Taco Bell
Firehouse Subs
McDonalds

Featured Resources

Client Only
Best Practice Guide

6 ways text analytics delivers better insights for better business outcomes

Client Only
Report

3 questions answered: How c-stores are disrupting the food + beverage industry

Client Only
Report

Five things we have learned from talking to more than 1 billion people

From Our Blog

The consumer mindset sparks a paradigm shift in healthcare

The healthcare industry is rapidly—and drastically—changing. From major mergers (CVS + Aetna) to powerhouse partnerships (Walgreens + Microsoft), healthcare organizations (HCOs) have little choice but to evolve and transform in order to remain competitive. Patients have more choices and higher expectations than ever before—putting them squarely in the driver’s seat. According to Forrester, “Organizations need to understand that over the next several years, patient experience, virtual care, and a growing swell of investment activity will become focal points in the healthcare provider market.”

So how does your organization stay relevant in this dynamic environment? By being poised and prepared to change and make the necessary investment toward improving the patient experience. Here are three key trends that deserve your immediate, and ongoing, attention:

  1. Investment in customer experience measurement (CEM) programs is key

    Health is a serious business—the bills are high and the consequences are steep. Organizations need a way to identify early indicators of patient dissatisfaction in order to fix future problems. Bad processes create bad experiences—and without a system in place to measure the patient experience and collect real-time feedback, organizations will only continue to spin their wheels and damage their reputations.

    Forrester Research reports that slightly more than half (51%) of US healthcare purchase influencers say that improving the experience of their customers will be a high or critical priority in the coming 12 months. HCOs are embracing customer experience (CX) measurement frameworks in order to prioritize their investments in time, talent, and dollars.

     

  2. In order to care for your patients, you have to put your staff first

    Physician burnout and staff turnover are happening in virtually every size and type of HCO. Simply put—if your employees aren’t satisfied, there’s little chance your patients will be. Engaged employees create better patient experiences. In fact, our research shows that patient interactions with nurses are a top driver of the overall experience. When your staff feels valued and engaged, they deliver—and patient recommendations increase. Investing in and retaining top-performing staff has a strong financial impact.

     

  3. Patients are expecting modern care that fits into their modern lifestyles
    Modern doesn’t necessarily mean the highest, most expensive level of technology available. But it does mean convenience capabilities that your patients are used to in their everyday world. This includes digital appointment scheduling, access to their medical records, account transparency, ability to communicate digitally with their doctor, and so much more. According to Forrester, in order to compete with the tech giants who are investing billions of dollars into disrupting healthcare delivery, provider organizations must adopt emerging technologies now to attract and retain both internal and external customers.

The paradigm shift is here to stay

The “retailization” of healthcare is more than just headline fodder. It’s a new reality. It’s ushering in complex challenges for providers (and payers, too). Health Savings Accounts are on the rise, giving people more control over purchase decisions. High-deductible plans and major employers are driving consumers to seek out value like never before. And the exponential increase in retail clinic locations, as well as the adoption of virtual care, means providers must manage an even wider set of competitors and delivery channels.

It all adds up to a consumer mindset—which means the patient experience has become to healthcare what the customer experience is to retail: everything.

To learn more about building a patient-centric culture, download the report: 3 healthcare trends that will help you improve the patient experience

Dan Prince | VP, Customer Engagement–Health
Learn More See More Blog Posts
home-blog