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Online reporting system

Current client reporting system can be accessed here.

Blog

  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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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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  • Making the connection: CX and employee engagement go hand-in-hand

    User Not Found | Sep 27, 2018
    Employee engagement and the customer experience aren’t mutually exclusive. That’s why it’s so important to measure feedback from both and combine that data for holistic insights on your entire service culture.
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  • Adapt your conversion strategies to cross-channel shopper motivations

    Paul Tiedt | Sep 25, 2018
    When customers experience disjointed channels, they see a disconnected brand. And if the stats are any indication, they’ve been seeing a lot of disconnected brands lately.
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  • How to conduct a visual enhancement evaluation of your CX platform

    Kelcey Curtis | Sep 13, 2018
    We’ve all heard it from mom: looks aren’t everything. But we all also live in the digital age and have come to know: looks certainly do count for something. In terms of your customer feedback platform, both theories ring true.
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  • Voice of the customer then + now | An evolution of text analytics

    Teresa Cain | Aug 23, 2018
    Though the term text analytics is relatively new, the concept has been a part of customer experience (CX) measurement since the 1950s. It was obviously a much more manual approach then—referred to as natural language processing (NLP)—with the objective to make computers understand human language.
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  • Strength in numbers: Get an actionable sample to guide your CX focus

    Jennifer McKenzie | Aug 16, 2018
    Field engagement is vital to the success of any CX measurement programme. Without the dedication and follow-through from your front-line team, the voice of your customer will never be heard. In order to keep your team engaged, we defined the first 3 steps you should take.
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  • Opportunities to win customer loyalty are cleverly disguised as problems

    Jacqui Mueller | Jul 17, 2018
    Delivering a seamless, problem-free experience from start to finish is typically the end game when it comes to serving customers. Who doesn’t want to wow their customers right out of the gate? But as we all know, sometimes the best intentions can fall short. When that happens, don’t panic and declare defeat. We’ve got some good news for you: if you play your cards right and use technology to your advantage, this could actually be a good thing.
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  • Tailor CX reporting tools to specific roles for bigger impact

    Jessica Falconer | Jul 12, 2018
    When it comes to the customer experience, there are no small roles within your organization—everyone makes an impact. By getting your entire team on board and in tune with your CX measurement strategy, you can expect more engaged, dedicated employees—and in turn, more satisfied, loyal customers.
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  • Pair CX data with familiar metrics to showcase accuracy + impact

    Jennifer McKenzie | May 15, 2018
    The success of any CX programme depends largely on your field teams. But you can’t expect them to blindly trust the program. A lot of big talk isn’t nearly as motivating as truth in numbers, so show them. By giving your team tangible examples with data, you will create employee engagement, inspire them to get on board, and help carry out the mission of your CX programme.
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  • CX pros provide valuable programme insight

    Shad Foos | Apr 17, 2018
    We’re a curious bunch. We recently surveyed more than 150 CX pros to understand their company’s CX programme priorities and performance. And we learned some pretty cool stuff.
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  • Third-party delivery: What’s at stake for your brand?

    Michele Vance | Apr 10, 2018
    Third-party delivery is quickly becoming one of the biggest market disruptors in the restaurant industry. To help brands understand what’s on the line, we used SurveyMini®—SMG’s consumer mobile app and the fastest, most accurate source of behavioral data linked to customer feedback in real time—to collect responses from more than 42,000 users.
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