The majority of your brand experience happens at the location level, with in-store sales leading the way. While you can't assign an employee to interact with every individual, SMG VisitView—our Location CX survey—gets you closer to what your customers are thinking. In fact, this is what we love to do—what we're built to do—with methods, teams, and technologies continuously fine-tuned over decades and created specifically to deliver this promise.
How we ask is as important as what we ask. Just as your customers have changed their interactions with you, we've adapted to make our invitations more relevant, timely, and convenient. We couple the right invitation—POS receipts, printed materials, email, SMS text, branded app—with the right incentive and redemption method—dollars off, free items, percent off, BOGO, sweepstakes, loyalty points, single-use barcodes—to drive participation and completion goals per location, delivering the biggest bang for your buck.
We go where your customers are. Web, mobile-optimized, IVR, kiosk/in-store tablet, in-app, and SurveyMini® platforms let customers engage with them on their own terms. We tailor survey questions, language, and structure to complement the platform. Whether this means using our POS smart survey technology to make questions more targeted to the consumer's exact experience or adding an option for follow-up, we create a feedback experience that leads to actionable data.
Our numbers don't lie. From managers taking surveys to boost their own scores to robots generating hundreds of false responses, we know the game and actively play to win. Our industry-leading technology and teams weed out fraud to ensure your data is clean and accurate. You'll see only data from customers we know visited your location or interacted with your brand across another touchpoint. With SMG, you never need to ask, "Is it real?"
10 ways to spark field engagement in your CX program