At SMG, we get you, your industry, and your customers. Not just because we’ve tried your product, visited the competition, sampled your service. We get it because we live it; we live for it. Our curious researchers, technology gurus, and client teams have worked in, with, and for your industry, soaking up knowledge and turning that into deep benchmarks, unique reporting, and valuable insights.
What matters most to your success? Maybe it's quality of food, speed of service, ease of ordering. Or maybe it's something completely different, like franchisee buy-in, technology integration, or employee turnover. We've been helping restaurants of all types long enough to know there isn't one final answer and multiple factors contribute to your customer experience. We already speak your language, and with our broad benchmarks, we help you more quickly identify and resolve the real-time issues impacting your brand right now.
Our ability to follow your customers through all of their transactions—including to-go orders, kiosk and app interactions, and traditional dine-in visits—enables us to find insights from tailored analytics around labor, timer, and operational data. Easy-to-digest dashboard reporting shares critical feedback with managers and front-line employees when and where they need it. And as your technology evolves, so does ours, integrating multiple channels and platforms for a holistic view of your brand experience.
Today's shoppers are interacting with your brand on their own terms, charting their own journey through an omnichannel experience. They're buying online and returning in-store. Browsing in-store and sharing their finds on social media. Discussing their encounters with your contact center. Our years of experience help you navigate these multiple channels to deliver consistency regardless of where, why, and how your customers are shopping.
While the retail industry is expansive, our proprietary research tools help you narrow in on your specific segment. We uncover what's directly impacting your own front line and empower your associates to be more responsive. Our insights help you make more informed operational decisions regarding inventory levels, labor mix, and merchandise selection. And what if there is no purchase? We use our exclusive location-based mobile research app to dig deeper into this often-overlooked information.
Just one more thing. It may be a simple head of lettuce to your customer, but we know how important that add to basket—that one more UPT—is to you. Our deep benchmarks help us make sense of your complex and competitive industry, creating a clearer picture of what insights are actionable and what your managers can truly impact. We've spent years analyzing your industry so you can spend only moments recognizing what to do next.
As grocery stores evolve, our insights do, too. We incorporate our knowledge of restaurant, service, and even retail industries to share best practices on new endeavors like in-house dining, fuel services, and online ordering. Our teams uncover your customers' purchasing habits and expectations through comprehensive loyalty card user analysis. We share our research into labor and inventory levels to help you understand their impact on your overall guest experience.
Just like your customers, the convenience store industry moves quickly. So we give you easy access to your data, allowing our unique perspective and depth of competitive information to work for you. We understand your competition can range anywhere from a quick-service restaurant to a local grocery store, and of course, the gas station and convenience store down the block.
To level the playing field, we remove fuel pricing volatility to help you understand what really brings your customers in and what brings them back. Our proprietary location-based research reveals when someone chooses your location, but also when they chose your nearby competition instead. We use the right methods to uncover what makes your customer experience stand out—what makes you great and what needs improvement— and even how to best involve franchisees for consistent delivery.
In an industry rooted in both business and pleasure, delivering consistent and positive interactions on such high expectations is challenging, yet achievable. We understand your visitors place their professional reputations and their closely guarded personal free time in your hands, and we work diligently to uncover how you can enhance their experience.
Through full data integration capabilities, we can bring more channels together for a deeper, more holistic view of your organization. We recognize how to connect with your guests, tailor the data accessed by various department roles, and offer guidance to your front line. Our unique published ratings technologies present only real, validated guest reviews—from people we know visited your location and when—so you can make more informed investment decisions.
Selling a service goes much deeper than a product or moment in time. Your brand loyalty is based on relationships and created on trust. We know every touchpoint is personal and your people make the difference. We understand how front-line employees impact each experience and how to best align your organization's needs with their actions.
Using transaction-level data, we gather and explore the interactions behind each customer visit, creating broader analytics and new insights, and helping to identify return cycles. Our expert teams help you discover what behaviors drive and differentiate between service experiences, pinpointing the types of behavior you can capitalize on for growth. With a service model unique to you, we deliver a tailored solution that remains rooted in industry best practices.
You don’t have to be an MD to know the healthcare environment is changing. From appointment to bedside to follow-up, patient-centered care has gone from wishful thinking to mandatory practice. But keeping a pulse on the changing complexion of the healthcare industry—and what that means for patient engagement—isn’t something you have to do alone. Our experts are equipped to handle the specialized challenges faced by those in the healthcare industry.
With HIPAA-compliant measurement, we help providers chart a path to a healthy experience—one that checks all the boxes valued by your patients: timely appointments, easy access to information, quality communication with providers. We let you know how you’re doing on meeting patient expectations, and where you might be falling behind. Our proven practices build trust with physicians while yielding valuable insights that encompass every patient interaction—across the continuum of care.
Financial services are personal. Customers are looking for financial institutions to provide cross-channel experiences, personalization, accessibility, security and trust to enable their personal financial goals. Measuring and managing your customer experiences and employee experiences helps you quickly identify and resolve real-time issues and uncover opportunities to differentiate the services you provide so you can create sustained loyalty.
Our financial services experts, researchers and technology gurus provide you with the benchmarks, behavioral + operational insights, brand research, key drivers and technology integrations you need to build long-lasting relationships with your customers. Our insights help you drive measurable improvements in customer experience, digital experience, employee experience, contact center efficiency, closing the loop on complaints, and compliance management. And our deep global experience with multi-location operators will ensure you get the reporting and strategic guidance you need to deliver consistent experiences across all customer touchpoints.
We believe results speak louder than words. Review our featured content and judge for yourself.