English (United Kingdom)
  • English (US)
  • 日本語
  • English (United Kingdom)

Online reporting system

Current client reporting system can be accessed here.

SMG Image

Customer Insights
that mean business

End-to-end customer feedback management (CFM) solutions
that make it easier to listen better, act faster, and outperform
the competition

See What We Do

Solutions

customer experience
Customer Experience

Your customers are talking and we speak their language. We know the right questions to ask and the best way to deliver actionable insights that help you create an impact on the conversation.

Learn more
brand research
Brand Research

What customers think and how they act can be different. That is why we track pre-purchase, purchase and even non-purchase behaviour compared to your brand and your competition.

LEARN MORE
employee engagement
Employee Engagement

Your customer experience is tied to your employee experience. We have the tools to uncover the heart of your organisation, decreasing turnover and increasing sales performance.

LEARN MORE

Industries

We make your business our business. We connect what matters to your customers with what matters to you, understanding the unique behaviour motivators and operational demands of your industry.

Focus On Innovation

smg360 Reporting App

When your front line is hustling, your data access needs to keep pace. Introducing the next generation smg360® app, designed to keep your team on track and identify performance issues at-a-glance. One-click access allows unit and field managers to get the data they need when and where they need it and helps department heads and executives make more informed decisions. Available for phone and tablet, smg360 app delivers real-time information for real-time action. It's not just a player in the industry; it's a whole new game.
Learn More

Client Partners

Domino's
Nando's
TGI Fridays
shell
dreams-logo
Mama and Papas
Pizza Express
Pets at Home
CarpetRight
co-op

Featured Resources

Client Only
ebook

ebook | The ultimate guide to omnichannel CX

Client Only
Reports

A Leadership Critique of the Customer Experience

Client Only
Best Practice Guide

7 keys to launching a successful customer experience programme

From Our Blog

Recognizing loyalty: How SMG helps employees mark 10-year milestone

Fish not only inhabit every floor of our Kansas City headquarters, they have also become a symbol of loyalty and longevity at SMG. When clients and employees reach their five-year anniversary, they receive a custom-made glass fish. And when they reach their 10-year milestone, they are gifted a designated amount to go towards a vacation or experience, with just one minor catch—it must somehow incorporate fish.

We talked with a few employees about their anniversary trips and took a look back at their 10 years at SMG. Here’s what they had to say:


Fred Gruhn | Security and Compliance Manager

What did you choose to do with your 10-year anniversary gift?

We’re going on a Disney Cruise in February 2019.

What fish-related activity did you participate in while on your trip?

TBD, but we do have a dolphin interaction excursion planned in Cozumel. (Yes, I know dolphins aren’t really fish, but we’ll see a ton of fish on the beach, I’m sure.)

How has your career evolved in your 10 years at SMG?

When I joined SMG back in 2008, I was brought on as SMG’s first Quality Assurance Manager. I spent the first five years of my career building a team of software quality engineers that contributed to our technology department’s efforts by identifying bugs and performance issues before our clients. In 2014, I joined the SurveyMini® team and served as the lead QA engineer for the Android version of the app and also served as the administrator of SMG’s market intelligence platform, BrandGeek®. During the last couple of years, I have transitioned to SMG’s Security and Compliance Manager, where I oversee our SOC audit, lead SMG’s security awareness training, coordinate our penetration testing efforts by a third-party vendor, and provide responses and guidance for clients’ security questions and formal assessments.

What is the biggest thing you’ve learned in your 10 years at SMG?

This is a tough one, because there’s been so many. However, each item I think of rolls up to a common theme—I’m always learning something new (technology, insight, etc.) at SMG. In my first 10 years here, I have never woken up and thought “I don’t want to go to work today.” SMG provides a challenging and thoughtful environment that results in associates giving their best day in and day out.

 


Derek DeWitt | Senior Solution Analyst

What did you choose to do with your 10-year anniversary gift?

I was a bit non-traditional and didn’t take a one-time vacation. I used the anniversary gift as a down payment towards a travel trailer camper that I can use for a long time to come.

DeWitt_1

What fish-related activity did you participate in while on your trip?

I went fishing at a local lake while on the camper’s maiden voyage, but my dog got his way and was in the picture instead of a fish!

DeWitt_2

How has your career evolved in your 10 years at SMG?

I started right out of college as a Business Analyst on one of the three (former) process teams in our technology department. One of the first big projects I was involved with was converting our IVR (phone-based) surveys into web surveys. The analyst role eventually transitioned into the client insights department where I am now a Senior Solution Analyst. I help the Solution Analysis team out by being a subject matter expert on survey- and alert-related topics. I am also a member of the SMG hiring cadre, working to ensure we only hire the best candidates.

What is the biggest thing you’ve learned in your 10 years at SMG?

The biggest thing I’ve learned is to think ahead and anticipate future needs whenever possible. It’s very easy to get caught up in the day-to-day rush of tasks and timelines, but if you take the time to step back and look at the big picture, you’ll often come out ahead in the long run. The simple way isn’t always the best way.

 


Kim Klosak | VP, Human Resources

What do you plan to do with your 10-year anniversary gift?

We’re taking a family trip to Europe. We wanted to go somewhere we've never been before, so we’re going to explore the less-touristy parts of Spain.

What fish-related activity did you participate in while on your trip?

Part of our trip will include the beach.

How has your career evolved in your 10 years at SMG?

When I first started, we had 125 employees and I was the director of HR. Today we have close to 375 employees in 3 different countries, and our team is responsible for not just HR but also assisting with contracts and legal tasks. It’s been so much fun seeing SMG grow and being a part of its success over the years.

What is the biggest thing you’ve learned in your 10 years at SMG?

How to juggle a lot of diverse projects, as well as how to build on ideas and get to a place that's mutually beneficial. It’s not just about satisfying one party but coming up with ways to benefit the team.

 


Franci Erdmann | VP, Client Insights

What did you choose to do with your 10-year anniversary gift?

I went on a Disney Cruise with my family.

Franci

How has your career evolved in your 10 years at SMG?

My very first project was entirely IVR surveys. We spent a lot of time discussing whether or not people would even respond to a web survey—we’ve since learned that they will and do! I started as an Account Manager and then began working with our global clients, becoming an expert in international customer experience measurement. I’ve had the privilege to work on many projects when SMG was expanding into new territory. It’s fun to take on a new challenge and help shape the way we support our partnerships.

If you’re interested in beginning your journey at SMG, check out our current openings
Learn More See More Blog Posts