SMG to provide customer experience program to McDonald's USA

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KANSAS CITY –– Service Management Group, Inc. (SMG) has been selected by McDonald’s USA to provide a customer feedback program to approximately 14,000 U.S. restaurants. Customers will be able to offer real-time feedback on their restaurant experiences by accessing an easy-to-use website via any Internet-enabled device.  

McDonald’s is always seeking to improve the service and overall experience at its restaurants, and this valuable feedback from its customers will assist in that process. SMG’s technological innovation and breadth of customer insight experience with multi-unit restaurants and retailers were key reasons for McDonald’s selecting SMG.

SMG CEO Andy Fromm is elated with the partnership. “McDonald’s has high expectations for companies they select as partners. We are honored to be the firm chosen for the job,” says Fromm. “This is great confirmation of all that we’ve done to have industry-leading technology and world-class talent.” 
“By working with SMG, McDonald’s is tapping a results-oriented business partner with a clear focus on providing customer insights,” says McDonald’s Senior Director of Customer Experience and Insights Patrick Roney. 
About Service Management Group:
SMG has established itself as a leader in driving business results through improved customer loyalty and employee engagement. Its innovative and proprietary data collection, reporting and insight tools allow SMG to collect and evaluate more than 90 million consumer surveys annually in 85 countries, 40 languages, and for more than 300 brands. SMG is headquartered in Kansas City, Missouri and has offices in Boston, London and Tokyo.

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Customer Experience Update