English (United Kingdom)
  • English (US)
  • English (United Kingdom)

Online reporting system

Current client reporting system can be accessed here.

Blog

  • SMG Employee Spotlight – Beth Conquest

    Employee Spotlight | May 30, 2019
    Our Employee Spotlight series give you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our UK team and get to know Beth Conquest—Director, Client Insights.
    Read More
  • Forum 2019 | Innovate with purpose

    Shad Foos | Mar 19, 2019
    In today’s dynamic marketplace, innovation is paramount to your brand’s success. One can’t simply run on autopilot and believe what works today will hold up tomorrow. But it’s not just a matter of changing for the sake of change—to remain relevant and gain competitive ground, your brand must evolve.
    Read More
  • Game changer: C-stores win the loyalty of food + beverage customers

    Katie Cofer | Jan 15, 2019
    Capturing customer loyalty is everything in the service industry. Sure, getting people in the door and buying your product is the immediate goal, but making them happy and keeping them coming back for more is the long game.
    Read More
  • Innovate with purpose at SMG Forum 2019

    Ken White | Jan 10, 2019
    The beginning of the year means Forum go-time here at SMG. Our annual CX leadership event—this year held from March 4–6 at Four Seasons Orlando—is a much anticipated gathering of CX professionals and industry thought leaders.
    Read More
  • SMG Employee Spotlight – Kylie Geiman

    Employee Spotlight | Jan 8, 2019
    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 Kylie Geiman—Research Analyst.
    Read More
  • Change for the better: 3 ways to implement effective testing

    Andy Fromm | Jan 3, 2019
    It’s the first week of a new year—the perfect time to reflect on last year’s challenges and successes, and to look forward to what is to come in 2019. While everyone makes a pledge to hit the gym, eat healthier, and save money this month, I challenge you to make a different kind of New Year’s resolution—renew your curiosity.
    Read More
  • 6 CX trends for 2019: Place your dollars on these bets

    Shad Foos | Dec 18, 2018
    Every customer is different. Every brand is different. And as expectations continue to evolve, it’s imperative that your customer feedback management (CFM) program is innovating to keep pace.
    Read More
  • Recognizing loyalty: How SMG helps employees mark 10-year milestone

    Employee Spotlight | Dec 14, 2018
    When SMG employees reach their 10-year milestone, they are gifted a designated amount to go towards a vacation or experience. We talked with a few employees about their anniversary trips and took a look back at their 10 years at SMG.
    Read More
  • Are c-stores delivering a better customer experience than QSRs?

    Katie Cofer | Dec 12, 2018
    Grabbing a quick bite to eat used to mean pulling up to your favorite fast food restaurant for a burger and fries. But with the rise of food and beverage purchases from convenience stores (c-stores) over the past few years, this assumption is no longer.
    Read More
  • Consistent CX is a key component of customer loyalty

    Hannah Hartsig | Dec 6, 2018
    Meticulously curated Instagram galleries, catchy taglines, expensive advertising, and even blog posts like the one you’re reading now—the investment required to sustain a consistent and memorable brand image is crucial.
    Read More
  • Black Friday 2018: Less traffic, higher spend

    Derrick Cline | Dec 4, 2018
    While more and more people are opting to do their Black Friday shopping from the comforts of their couch, there are still many who brave the crowds and shop in stores over the holiday weekend.
    Read More
  • 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.
    Read More
  • Make it personal: Tips on creating a more click-worthy CX email invitation

    Courtney Garcia | Nov 28, 2018
    As email continues to remain an effective method for most brands to communicate directly with customers, companies face an uphill battle in making sure their messages stand out. And when it comes to emailing CX survey invitations, the stakes are even higher—you need to engage customers in order to gain insight on their experience.
    Read More
  • Is your organisation 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.
    Read More
  • Who is the c-store customer + what are they buying?

    Katie Cofer | Nov 6, 2018
    The look, taste, and reputation of convenience stores (c-stores) aren’t what they were 10 years ago—and they’re not going to be the same 10 years from now. For the past decade, c-stores have been improving and innovating their food and beverage offerings...
    Read More
  • 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.
    Read More
  • Don’t let subpar ecommerce experiences hurt in-store conversion rates

    Charlie Moore | Oct 25, 2018
    In the age of cross-channel shopping, no touchpoint exists in a vacuum—and customers have elevated expectations for integrated brand experiences. With 73% of consumers using multiple channels during their shopping journey, single-channel excellence is no longer enough.
    Read More
  • Bridge generational gaps to optimise workforce management strategies

    User Not Found | Oct 23, 2018
    As a manager, your job is to provide a healthy, motivating, and productive environment for each of your employees. But when you consider the diversity in personalities, motivators, and working styles, developing an effective management strategy can seem like a daunting task.
    Read More
  • It’s not just about petro anymore—c-stores bring more to the table

    Derrick Cline | Oct 9, 2018
    Gas stations of the past had a bit of a stigma. They were a pit stop—a place to fuel up, buy a lottery ticket, and use the restroom (if you dared). If you were hungry, options were pretty limited to prepackaged items like beef jerky or a bag of chips—so if you wanted something more substantial, it usually required another stop at the closest fast food joint.
    Read More
  • Time is money: Smart survey technology garners richer insights faster

    Katie Miller | Oct 2, 2018
    Winning in the age of the customer requires a customer-centric approach and experiential innovations. In order to win their loyalty, you have to ask customers the right questions and take the right actions—every single time.
    Read More