Recognized for strong partnerships and actionable insights, SMG rated as a Strong Performer in recent Customer Feedback Management evaluation

Oct 30, 2018 by Paul Arnhold

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. The report noted that “SMG empowers clients with actionable insights and strong partnerships.”

The Forrester Wave evaluates nine top customer feedback management (CFM) vendors—identified by Forrester as having a comprehensive technology offering and strong market presence—against 40 criteria across three categories: current offering, strategy and market presence.

The Forrester Wave cited SMG’s expansion into new industries since the last report and noted that SMG “has invested in more integrations, improved its text analytics offering, and incorporated more self-service features.” In addition, Forrester reported SMG has “differentiated strengths that are worth noting, like its proprietary BrandGeek market intelligence tool.”

“Our comprehensive approach has been a key differentiator since we founded SMG in 1991, and we’re honored to be recognized by Forrester with the highest score possible in the professional services offering criteria,” said Andy Fromm, SMG Chairman and CEO. “In the competitive customer feedback management marketplace, it’s our insights-driven business model and partnerships with our clients that are clear and compelling differentiators.”

SMG's holistic approach works well for brands that understand a customer experience program is about more than a technology platform. By combining technology and services, SMG helps brands collect, analyze, and share feedback so they can arrive at actionable insights.

“The industry continues to recognize SMG for our service and insights,” said Chris Egan, SMG President. “In combination with our industry expertise and differentiated value proposition, we thrive in creating long-term strategic partnerships with brands that are focused on outcomes.”

To download a copy of The Forrester WaveTM: Customer Feedback Management Platforms, Q4 2018, visit

About Service Management Group

SMG (Service Management Group) partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries. To learn more about SMG, visit or call 1-800-764-0439.