Re-Bath engages SMG to increase customer satisfaction and referrals

SMG Insights | Mar 28, 2018 SMG Insights 03/28/18

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.

Re-Bath takes a full-service approach to bathroom remodeling—handling every aspect of the process from design to selection to demo to installation. Its differentiated, hands-on process delivers bathroom remodels in just 3–5 days. Knowing how important it is for customers to be happy with such a sizable and lasting investment, Re-Bath is determined to understand customer wants and needs at every step of the process to create the best experience possible. 

“Our customers are making a significant purchase, and we want to do everything we can to make it easy for them. Plus, it’s no secret that referrals are extremely important in our business,” said Re-Bath CMO Kavita McCarthy. “By measuring the experience at multiple points in the remodel process, we can empower our franchisees with actionable CX data and insights. That will help us ensure each experience is living up to our promise of providing the best customer experience possible while delivering beautifully remodeled bathrooms that our customers will enjoy for years to come.”  

Re-Bath is using SMG’s VisitView survey with built-in text analytics to measure the customer experience post-installation as well as gain feedback from those customers who ultimately decide not to move forward with Re-Bath following a consultation. A CRM integration allows a seamless email invitation process, and the smg360® reporting dashboard and app provide 24/7 availability to customer data for driving important business decisions.

“Re-Bath has seen a lot of success in the service sector by making a complicated, and often stressful, process easy for customers,” said SMG VP, Client Insights Jacqui Mueller. “We’re excited about bringing our CX tech and insights to the Re-Bath customer journey and helping define a path to increased loyalty and recommendations. The brand’s commitment to really understand all aspects of the customer experience is evident in everything they do.”

For more information on SMG VisitView and other CX offerings, visit


About Re-Bath

Founded in 1979, Re-Bath is the nation’s largest complete bathroom remodeling franchise located in more than 150 cities across the country. The company offers complete bathroom remodels, tub and shower upgrades, plus accessibility and safety solutions. From simple bathtub replacements to full bathroom redesigns, Re-Bath makes bathroom remodeling effortless, convenient and affordable, all with professional, friendly installation by factory-trained installers. Re-Bath manufactures its own exclusive line of products at its headquarters located in Tempe, Ariz., along with offering the best national brands for its customers. For more information please visit or for more details on the franchise opportunity.

About Service Management Group

SMG (Service Management Group) partners with more than 450 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform competitors. Strategic solutions include omniCX™, Brand Research, and Employee Engagement. SMG evaluates 200 million surveys annually, across 130 countries. To learn more about SMG, visit or call 1-800-764-0439.


Customer Experience Update