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Blog

  • Declining trends for casual dining? It’s not the end

    Peter Berger | Nov 18, 2016
    For the last few years, many restaurant industry publications have made predictions about the end of casual dining. The rising influence of new regional fast-casual concepts—as well as increasing grab’n’go options from supermarkets and c-stores—don’t do much to dispel the rumors either. It seems almost every week there is another casual dining concept filing for Chapter 11 restructuring. We rarely hear about new or growing casual dining concepts in the US—and most of the growth that does occur happens internationally. Yet SMG is proud to have added many new casual dining partnerships in 2016, and we were curious to learn more about the future of this segment within the restaurant industry.
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  • How key are partnerships for improving your insights?

    User Not Found | Nov 11, 2016
    Last week at our Client Connect event in London, the meaning of successful partnership was at the front of my mind. Anytime I review our client portfolio with our account teams, our discussion focuses on this question: “What has the client done with our insights?”
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  • Power Up Your People – SMG teams up with NACS/CCRRC to show you why employee engagement is essential to your brand’s success

    Jeff Jokerst | Oct 21, 2016
    Measurement of employee engagement is an important part of what we do at SMG, and I was thrilled to work with an impactful organization like NACS—whose focus is to make major improvements in employee experiences across the c-store industry.
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  • Happy CX Day! Today we celebrate CX pros everywhere

    Shad Foos | Oct 5, 2016
    We know great customer experiences are always worth celebrating—that’s why every day is CX day here at SMG. Even still, it’s easy to focus on data and analytics and forget about the bigger picture. Let’s take this opportunity to step back from the data and celebrate the impact first-class customer experiences have on real people every single day.
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  • Experience or product? Millennials prize quality interaction

    Michele Vance | Sep 30, 2016
    Customer loyalty is hard to build—especially among millennials who seek and demand better experiences over better products. Social media has further complicated the issue with a powerful public platform for consumers to let brands know exactly how feel. This means your approach to customer service is more important than ever, and it is essential to rethink your strategy from start to finish.
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  • Power User Exchange in review: Powering an insights culture

    Will Mariner | Sep 23, 2016
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  • Defining omnichannel—a first step on the path to better experiences

    Todd Leach | Sep 9, 2016
    It’s no surprise to anybody that omnichannel capabilities have drastically changed the game—for both retail and restaurant. It’s no longer enough to focus on the customer experience you provide in your physical locations. To be successful, you must consider your app experience, online experience, contact center experience, and others—and how all of those channels interact with each other. Because your customers are using all of them. What is omnichannel?
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  • Engage the field by tying cx data to familiar metrics

    Krystal Montague | Aug 26, 2016
    Everyone knows a best-in-class customer experience (CX) measurement program has to deliver cutting edge technology and world class insights—but technology and insights have little impact if field teams and front-line employees aren’t using the program to drive action. That’s why we recently partnered with the Customer Experience Professionals Association (CXPA) to present a webinar on how to drive field engagement—a crucial, but often overlooked, component of any successful program.
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  • How multi-unit organizations can tap into the social web

    Jason Norris | Aug 12, 2016
    The concept of word-of-mouth (WOM) marketing has been around since…well, since we’ve been using mouths to make words. But the explosion of social media networks and review websites over the past decade has made WOM more impactful than ever.
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  • Wendy’s engages Service Management Group to support its mission of delighting every customer

    Paul Hunt | Aug 3, 2016
    SMG partners with more NRF Top 100 brands than any other CX firm in our space. Today, more than 30% of the Top 100 list are SMG clients. And the number continues to grow with our strategic partnership with The Wendy’s Company. Through customer experience measurement, employee engagement and brand research, we’re helping Wendy’s make strategic decisions that deliver on its mission to delight every customer.
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  • Mary Brown’s Famous Chicken & Taters!

    Peter Berger | Jul 28, 2016
    We’re proud to announce our delicious new partnership with Mary Brown’s Famous Chicken & Taters! Mary Brown’s, founded in St. John’s, Newfoundland, operates nearly 130 locations across Canada. The brand’s cult following loves Mary Brown’s for delicious chicken made from scratch—sandwiches, wraps, wings, and fingers—along with famous taters and gravy.
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  • Is your brand keeping pace with consumer trends?

    Paul Tiedt | Jul 22, 2016
    If you’ve been paying attention to the customer experience (CX) industry over the last several years, you’ve probably noticed a seismic shift in the way brands are prioritizing their CX measurement initiatives. And if you’ve been paying attention to the marketplace, that really shouldn’t come as much of a surprise. That’s because today’s customers are more tech-savvy—they’re researching brands online, interacting across new touchpoints, and sharing their experiences on social. Even more importantly, those customers have more brands to choose from than ever before. That confluence of increased competition and a more public consumer voice has led brands to invest more resources in making sure every customer experience is as good as it can be.
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  • What does your customer survey say about your brand?

    Shad Foos | Jun 29, 2016
    We all know customer feedback is critical for creating loyalty and driving financial performance. We all know customers are interacting with brands across more touchpoints than ever. And we all know customers will happily tell us the truth about our performance as long as we ask the right questions and take the right actions. But are we all thinking about our customer survey as a brand touchpoint? What type of brand experience are your customers having with your CX program?
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  • 3 Ways to take your CX program to the next level: Part 1

    Jack Mackey | Jun 23, 2016
    There’s never been a more exciting time to be a customer experience professional. You have more tools that enable you to listen better, act faster, and outperform competitors than you’ve ever had before. In this series, we’ll explore 3 ways smartphones can take your CX program to the next level.
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  • Nutrisa engages Service Management Group for customer experience measurement

    SMG Insights | Jun 17, 2016
    As we continue to expand our footprint in Latin America, we’re very proud to welcome the Nutrisa team into the SMG global community. We started working with Nutrisa earlier this year and officially announced our partnership this week. We’re looking forward to a long and mutually prosperous relationship as Nutrisa grows its retail and food service offering.
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  • The ultimate key to launching a successful customer experience program

    Peter Berger | May 26, 2016
    As business professionals, every week we tackle simple projects and tasks among the bigger programs and enterprises in which we work. How many times have we all had a project—even a simple one—fail due to someone assuming that information was shared, or simply not communicating a critical piece of information?
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  • Conquer the Survey Creep (by managing your survey length)

    SMG Insights | May 10, 2016
    There is a monster running loose in many customer experience (CX) programs. He is sneaky, sometimes pushy, but yet charming and evasive. He may be a force that has been present since the inception of your CX program and you don’t even realize he exists. He can attack by persuading you into a “yes” answer without you realizing it, or he can come pounding into your office and demand to get his way.
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  • Winning with employees

    Jeff Jokerst | Apr 8, 2016
    There’s a lot written about how vital employees are to delivering a great customer experience. That’s why engagement initiatives have gone beyond a trend to become an established best practice for today’s leading organizations. SMG was founded on The Service Profit Chain—a principle stating that loyal employees lead to loyal customers who recommend your brand to others, return more often, and spend more when they visit.
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  • DineEquity selects Service Management Group for global guest experience measurement

    SMG Insights | Feb 4, 2016
    DineEquity, Inc. has selected Service Management Group (SMG) to measure the guest experience for its Applebee’s Neighborhood Grill & Bar and IHOP brands. SMG is a global leader in customer experience measurement, helping more than 325 brands around the globe to listen, understand and act on customer feedback and behavioral data.
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  • SMG's Jack Mackey recognized as Who's Who in CX

    SMG Insights | Jan 29, 2016
    As SMG's Chief Evangelist and VP of Sales, Jack Mackey knows the value of the customer experience. His passion and thought leadership has landed him on CXPA's list of Who's Who in CX.
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