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Blog

  • The next generation of CX | Client Connect 2018

    Jeremy Michael | Nov 29, 2018
    Standing on stage at SMG Client Connect this month really made me appreciate how much the CX industry—and our company—has grown in the past few years. From our first UK client event with just a handful of brands to this month’s gathering of nearly 100 CX professionals, we’re in the midst of an exciting transformation.
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  • Is your organization focused on what matters most to customers?

    Andy Fromm | Nov 27, 2018
    In today’s tech-driven, digital world, focus can be a challenging act. We have more and more resources, options, and channels delivering us information every second. In fact, the human population is now said to have an attention span of just eight seconds—shorter than a goldfish.
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  • SMG Employee Spotlight–Eric Goodloe

    Employee Spotlight | Nov 12, 2018
    Our Employee Spotlight series give you a behind-the-scenes peek at what makes SMG work—our people. In honor of Veteran’s Day, meet Eric Goodloe—retired Gunnery Sergeant of the United States Marine Corps and current Senior Software Engineer.
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  • Recognized for strong partnerships and actionable insights, SMG rated as a Strong Performer in recent Customer Feedback Management evaluation

    SMG PR | Oct 30, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has been rated as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018.
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  • Wild Birds Unlimited enhances voice of the customer program with new SMG partnership

    SMG PR | Oct 24, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has announced a new customer feedback management partnership with Wild Birds Unlimited, the largest backyard bird feeding and nature franchise.
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  • Books-A-Million selects Service Management Group to advance employee and customer engagement program

    SMG PR | Oct 18, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has announced a partnership with leading book retailer Books-A-Million.
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  • Curiosity unleashed—opportunities uncovered | Power User Exchange 2018

    Shad Foos | Oct 12, 2018
    Most of us usher in fall with football, pumpkin spice lattes, and our favorite quilted jacket (that jacket part might just be me). At SMG, we know it’s fall when our clients descend on Kansas City in droves to attend our Power User Exchange conference.
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  • Celebrating CX day | A day in the life of a CX professional

    Ken White | Oct 2, 2018
    Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To honor these CX stars, we spoke with some from the biggest brands around the world to find out what they love most about helping their teams deliver a great customer experience.
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  • Employee recognition: A little can go a long way

    Mary Widmer | Sep 28, 2018
    It may seem simple—when someone does a good job, it should be acknowledged. Maybe it’s something small, like a note of gratitude from a manager. Or perhaps it merits a larger reward, like a bonus or promotion. But a recent Gallup poll revealed most employees feel their hard work is often overlooked.
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  • New SMG eTrack feedback tab helps brands capture unsolicited customer feedback

    SMG PR | Sep 26, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has introduced the eTrack feedback tab to help brands offer customers a ubiquitous e-commerce feedback channel.
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  • SMG Employee Spotlight - Alisha Laughlin

    Employee Spotlight | Sep 17, 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 Alisha Laughlin – Solution Analyst.
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  • Fresh Thyme Farmers Market partners with Service Management Group to launch customer experience program

    SMG PR | Sep 5, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has announced a new partnership with full-service specialty grocer Fresh Thyme Farmers Market.
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  • Kona Grill taps Service Management Group to enhance customer experience program

    SMG PR | Aug 14, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has announced a new partnership with upscale casual restaurant brand Kona Grill. Looking to empower district operators with real-time information and actionable insights, Kona Grill selected SMG for its robust technology platform and industry-leading research capabilities.
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  • Lead to Read: Making a difference in the classroom + beyond

    Kim Klosak | Aug 13, 2018
    At SMG, we pride ourselves on innovation and strive to be constantly curious, ask questions, and push boundaries. The only way we can do this is to never settle for what we already know but to always keep learning. This quest for constant growth made our partnership with Lead to Read a no-brainer. What better way to spread our love of learning than to spend time reading with kids eager to learn?
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  • SMG Employee Spotlight - Chelsea Stinnett

    Employee Spotlight | Aug 10, 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 Chelsea Stinnett – Lead Generation Manager.
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  • Pure Barre partners with Service Management Group to mine client feedback and capture actionable insights

    SMG Insights | Aug 6, 2018
    KANSAS CITY, Mo. – Pure Barre has engaged Service Management Group (SMG) to measure the customer experience of 500 studios across North America and capture feedback on more than 4,000 instructors. In partnership with SMG, Pure Barre will capture location-level feedback and evaluate key drivers of overall satisfaction to improve instructor training and elevate the client experience.
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  • Uncover your blind spots to become the disruptor of your industry

    Andy Fromm | Aug 3, 2018
    The scary truth is, the only thing harder than getting to the top is staying there. Psychologically, success can be dangerous, because it tricks us into thinking of ourselves as experts and kills our curiosity. In a previous blog post, I introduced my project in collaboration with Diana Kander—our new novel The Curiosity Muscle—and explained why curiosity fuels the path to innovation.
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  • Kansas City Corporate Challenge 2018: SMG goes all in

    Layne Anonsen | Jul 18, 2018
    After three months of fierce competition, another year of Kansas City Corporate Challenge (KCCC) is behind us. There were some highs for our team (dominating the swim meet with a record-breaking 47 unique competitors and a first-place finish at the meet) and a few lows (falling just 15 points short of winning our division). Our motto this year was Go all in, and I am proud to say that’s exactly what we did.
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  • SMG Employee Spotlight - Weston Skeans

    Employee Spotlight | Jul 13, 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 Weston Skeans – Technical Architect.
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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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