Independent research firm recognizes SMG as a Strong Performer in customer feedback management platforms evaluation

Feb 11, 2020 by Paul Arnhold

KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has been named a Strong Performer by independent research firm Forrester in a new report: The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020. SMG is recognized as “…a strong buy for firms that are looking for actionable insights and strong support...” and the industry leader for managed and professional services.

The Forrester Wave is one of the industry’s most thorough and detailed analyses of the customer feedback management (CFM) marketplace. The 10 most significant vendors identified by Forrester are evaluated on 40 criteria across three categories: current offering, strategy and market presence. The report acknowledges SMG for moving “hand-in-hand with customers to ensure they not only deliver better customer experiences, but also better employee experiences and financial outcomes.”

“The industry continues to recognize SMG as more than a software company,” said SMG President Michele Vance. “SMG received the top score in the managed and professional services criterion, a testament, in our opinion, to our exceptional team and the long-term value we deliver for clients. As experience management programs become more complex, brands are recognizing the importance of having a partner that understands their business and continually delivers value.”

In addition to being the only vendor to receive the top score in the managed and professional services criterion, SMG received the highest possible scores in the following criteria: dashboards and reporting, cost, pricing strategy/commercial model, professionalism and implementation services. SMG’s differentiated approach resonates with brands that understand customer experience management is about more than a technology platform. By combining a comprehensive experience management platform and differentiated service model, SMG helps brands use solicited and unsolicited data to uncover insights and drive business outcomes.

To download a copy of the The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020, visit

About Service Management Group

SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit



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