When you’re ready to act, we’re ready to help. SMG’s action-planning tool develops plans based on each location’s performance on key drivers of overall satisfaction—helping managers increase performance, customer satisfaction, and brand loyalty through solutions created from best practices for your brand. Managed directly through the smg360® reporting website, you’ll build a plan based on your brand’s needs, assign detailed actions to team members, track performance, and celebrate success.
Aligning action plans with key drivers allows your locations to focus efforts where they matter most. Every location’s current and past quarter performance is measured in tandem with weighted, brand-level key drivers. SMG illuminates the resulting Areas for Focus or Areas of Success based on whether the issue directly influences overall satisfaction, measures noticeable changes from the previous quarter, or attains lower or higher scores than the national brand average.
smg360 identifies each location’s top two Areas for Focus, giving managers key areas to address each quarter. By accessing the automated planning tool, managers can then turn this data into a customized plan with time-bound, measurable goals and clear responsibilities. We also customize a repository of common causes of failure and actionable solutions for success based on your company and enhanced by our industry experience.
As the direct line to your front line, managers implement a plan and engage teams to complete assigned actions within the specified timeline. With access to their smg360 dashboard, they can view progress at a glance and gain tips for motivating the team. Performance updates are posted every quarter—spotlighting the most common Areas for Focus across the field and recognizing Areas of Success—to monitor development and uncover trends.
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The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018
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