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  • Potbelly partners with Service Management Group to amplify its voice of the customer program

    SMG Insights | Jun 27, 2018
    KANSAS CITY, Mo. – Potbelly has engaged leading customer experience (CX) firm Service Management Group (SMG) to recapture the customer experience and bring the quirky fun back to its restaurants. Potbelly will leverage a host of products—including SMG VisitView, SMG SocialView, and BrandGeek®—in combination with the firm’s research expertise to uncover actionable, location-level insights.
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  • Unleashed: A celebration of Take Your Dog to Work Day

    Kim Klosak | Jun 22, 2018
    Today marks the 20th anniversary of Take Your Dog To Work Day and to celebrate, companies all over the world are opening their doors to pets. At SMG, we’re lucky—we get this perk every Friday and love having our team of canine coworkers in the office each week. In celebration of the holiday, we decided to feature some of our most frequent four-legged visitors (and their human sidekicks).
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  • SMG’s new text analytics technology helps brands turn qualitative feedback into quantitative insights

    SMG Insights | Jun 14, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience and employee engagement measurement partner to more than 500 brands, is launching a phased rollout of enhanced text analytics technology. Combining industry-leading accuracy and robust reporting, SMG’s text analytics technology helps brands turn open-ended feedback into next-level insights.
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  • After a year in the U.S., how did Lidl fare with grocery consumers?

    Peter Berger | Jun 12, 2018
    The German-based grocery giant Lidl broke into the U.S. market a year ago, enduring its share of both accomplishments and challenges. While most locations opened with high sales volumes, only some stores were able to demonstrate continued success. Due to this inconsistency, Lidl temporarily halted expansion and is likely facing a few questions:
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  • Employee survey frequency: Quality over quantity

    Jeff Jokerst | Jun 7, 2018
    There is a lot of buzz today regarding continuous employee surveys and how they provide the answer to better engaging employees in the workplace. Today’s technology allows us to connect with employees more easily and provokes some to conclude that “if we can, we should” when it comes to frequent surveying.
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  • SMG Employee Spotlight – Jennifer McKenzie

    Employee Spotlight | Jun 1, 2018
    Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our team and get to know Jennifer McKenzie – Director, Client Insights.
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  • Give your customers a voice throughout their entire online experience

    Charlie Moore | May 22, 2018
    The stakes are high when it comes to your brand’s website. Nearly 8 in 10 Americans have made some sort of purchase online and 15% buy online on a weekly basis. And it’s not just e-commerce consumers who are influenced by your website—one third of shoppers visit the brand’s website when visiting a brick and mortar location, mostly to check availability and pricing, and search for current promotions. How they feel about your website greatly impacts their behavior in store.
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  • Pair CX data with familiar metrics to showcase accuracy + impact

    Jennifer McKenzie | May 15, 2018
    The success of any CX program depends largely on your field teams. But you can’t expect them to blindly trust the program. A lot of big talk isn’t nearly as motivating as truth in numbers, so show them. By giving your team tangible examples with data, you will create employee engagement, inspire them to get on board, and help carry out the mission of your CX program.
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  • Listening is the #1 thing consumers want from healthcare providers

    Dan Prince | May 8, 2018
    The Beryl Institute and SMG’s healthcare division Catalyst Healthcare Research collaborated on an important research initiative to determine what the patient experience (PX) means to consumers. At the international 2018 Patient Experience Conference, Jason Wolf, president of The Beryl Institute, presented an overview of this study for the first time.
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  • SMG Employee Spotlight – Steven Kamara

    Employee Spotlight | May 3, 2018
    Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our team and get to know Steven Kamara – Staff Accountant.
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  • Successful managers influence behavior every day

    Jeff Jokerst | May 1, 2018
    Your employees are counting on you to lead with consistency. Management/leadership isn’t a role where you can pick and choose which days you feel like being good at your job. A truly strong leader is one who is dependable—who creates clarity, serves, and invests in their employees and team members—every day.
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  • When CX meets Rx: How flu season impacts retailers + consumer behavior

    Paul Tiedt | Apr 26, 2018
    From lining up to get shots to shunning anyone who so much as coughs, people go to great lengths to avoid the perils of flu season. While we’re all aware of how we might be personally affected, we thought it would be worthwhile to gauge the impact on retailers by seeing how consumer behaviors shift during these hazardous months. With the worst flu season in 8 years mostly in the rearview mirror, we used our market intelligence tool BrandGeek® to analyze behavioral data and customer experience feedback across retail segments that sell prescription (Rx) and over-the-counter (OTC) medications.
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  • It can be easy being green

    Mary Widmer | Apr 19, 2018
    April 22 may officially be Earth Day but there are ways to positively impact the environment on a daily basis. Incorporating green practices into the workplace not only helps the earth on a larger scale, but it can also create a healthier, more engaging environment for employees. Here are a few of the efforts SMG makes and ways you can take small but impactful action today.
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  • CX pros provide valuable program insight

    Shad Foos | Apr 17, 2018
    We’re a curious bunch. We recently surveyed more than 150 CX pros to understand their company’s CX program priorities and performance. And we learned some pretty cool stuff.
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  • Chip Conley of Airbnb demonstrates how brands should dare to disrupt

    SMG Insights | Apr 12, 2018
    One of the best parts about our annual SMG Forum is the opportunity to hear from some of the most innovative minds in the CX industry. This year, we had the honor of welcoming keynote speaker Chip Conley, former Airbnb Head of Global Hospitality & Strategy, who wowed our audience with his powerful insight on market disruption. On today’s blog, Chip takes the reins and expands on this hot topic.
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  • Third-party delivery: What’s at stake for your brand?

    Michele Vance | Apr 10, 2018
    Third-party delivery is quickly becoming one of the biggest market disruptors in the restaurant industry. To help brands understand what’s on the line, we used SurveyMini®—SMG’s consumer mobile app and the fastest, most accurate source of behavioral data linked to customer feedback in real time—to collect responses from more than 42,000 users.
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  • Little Caesars’ “If Crazy Happens” giveaway was a slam dunk with customers

    Derrick Cline | Apr 6, 2018
    Little Caesars may have lost a bet on March Madness, but they still came out as winners. The pizza chain promised free Hot-N-Ready lunch combos if a No. 16 seed beat a No. 1 seed in the NCAA men’s basketball tournament. It seemed like a safe gamble—an upset of that caliber hadn’t happened in 135 games—but on March 16, No. 16 University of Maryland-Baltimore County beat No. 1 University of Virginia in the first round. So Little Caesars made good on its word, and promptly announced the “If Crazy Happens” giveaway.
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  • The results are in—SMG is a Great Place To Work®

    Kim Klosak | Apr 5, 2018
    We already knew it, but now it’s official—SMG is a certified Great Place To Work! Nearly 300 of our employees shared their thoughts and provided valuable insight on what it’s like to be a part of our team. From company culture and job perks to professional challenges and leadership support, here are some of the reasons why we love coming to work every day.
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  • Don’t overlook the value of investing in your team members

    Jeff Jokerst | Mar 29, 2018
    Many understand the importance of financial investments and take steps to ensure a more secured future. They contribute to 401Ks, build up their savings accounts, establish college funds for their children, etc. Some even hire professional advisors to oversee their investment strategy. Where people put their hard-earned money is one of the most important decisions they can make and is often done with a detailed game plan in place.
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  • Re-Bath engages SMG to increase customer satisfaction and referrals

    SMG Insights | Mar 28, 2018
    KANSAS CITY, Mo. – Re-Bath, LLC has engaged Service Management Group (SMG) to measure the customer experience for nearly 100 franchise locations across the nation. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
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