SMG recognized as high performer in experience management evaluation

Jun 23, 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 high performer in G2's Summer 2020 Grid Report for Best Experience Management (XM) Software. Combining platform technology and differentiated services, SMG helps brands get smarter about customers and employees to drive changes that boost loyalty and improve business performance.

Of the 24 vendors evaluated for the report, SMG received the highest Net Promoter Score (NPS) and the highest satisfaction rating for “likelihood to recommend.” In addition, SMG received some of the highest satisfaction ratings for “meets requirements” and “quality of support.”

“The market continues to recognize SMG for our differentiated approach, innate ability to uncover actionable insights and long-term strategic partnerships,” said SMG President Michele Vance. “It’s an honor to be recognized by our clients in this evaluation, and we’ll continue to use a broad range of feedback channels to anticipate market needs and guide innovation across our organization.”

G2 releases Grid and Index Reports that rank products based on reviews gathered from its community, as well as data aggregated from online sources and social networks. Products in the report are ranked by customer satisfaction (based on validated reviews on G2) and market presence (based on market share, company size and social impact). To qualify for the Experience Management category, the company's product should consolidate feedback from a specific, target audience, deliver actionable insights and close feedback loops.


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 www.smg.com.