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- Qualtrics Customer Experience
- SMG - Service Management Group
- Qualtrics Customer Experience-vs-SMG - Service Management Group
Compare Qualtrics Customer Experience and SMG - Service Management Group 
At a Glance
Market Segments
Enterprise (52.2% of reviews)
Enterprise (52.0% of reviews)
Entry-Level Pricing
Contact Us
No pricing available
Qualtrics Customer Experience
Star Rating
(548)4.4 out of 5
Market Segments
Enterprise (52.2% of reviews)
Entry-Level Pricing
Contact Us
Browse all 4 pricing plansSMG - Service Management Group
Star Rating
(50)4.6 out of 5
Market Segments
Enterprise (52.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SMG - Service Management GroupSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Qualtrics Customer Experience excels in its Survey Customization feature, achieving a perfect score of 10.0, which allows for highly tailored surveys that meet specific business needs. In contrast, SMG - Service Management Group, while strong, scores slightly lower in this area, indicating less flexibility in customization.
- Reviewers mention that SMG shines in Quality of Support, with a score of 9.3, highlighting their responsive customer service and effective problem resolution. Qualtrics, while still good at 8.5, may not provide the same level of support, which could be a critical factor for businesses needing immediate assistance.
- G2 users indicate that both platforms perform well in Analytics, but SMG has a slight edge with a higher Customer Satisfaction (CSAT) Score of 9.4 compared to Qualtrics' 8.8. This suggests that users find SMG's analytics tools more effective in driving customer satisfaction insights.
- Users on G2 report that Qualtrics has a robust Generative AI capability, particularly in AI Text Generation with a score of 8.7, which enhances the user experience by automating content creation. SMG, however, outperforms in AI Text Summarization with a perfect score of 9.2, indicating a stronger ability to distill information effectively.
- Reviewers say that both platforms offer strong Feedback Management features, but Qualtrics' Tagging and Segmentation capabilities score 8.4 and 8.6 respectively, which are essential for organizing and analyzing feedback. SMG's features in this area are not as highly rated, suggesting that Qualtrics may provide a more comprehensive feedback management solution.
- Users report that SMG's Multilanguage Support is superior, scoring 9.0, which is crucial for businesses operating in diverse markets. Qualtrics, with a score of 8.4, may not cater as effectively to international audiences, potentially limiting its usability in global contexts.
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Pricing
Entry-Level Pricing
Qualtrics Customer Experience
Frontline Care
Contact Us
Best for customer experience and contact center leaders who want to retain and upsell more customers
- Contact Center Analytics
- Quality Management and Compliance (add-on)
- Real-Time Agent Productivity (add-on)
SMG - Service Management Group
No pricing availableFree Trial
Qualtrics Customer Experience
No trial information availableSMG - Service Management Group
No trial information availableRatings
Meets Requirements
8.8
421
9.1
32
Ease of Use
8.5
422
8.5
32
Ease of Setup
7.7
244
8.2
14
Ease of Admin
7.9
241
8.6
14
Quality of Support
8.5
398
9.3
28
Has the product been a good partner in doing business?
8.5
233
8.7
15
Product Direction (% positive)
8.5
400
8.2
26
Features by Category
Quality Assurance
9.2
36
Not enough data
8.9
35
Not enough data
8.4
37
Not enough data
Engagement
8.4
38
Not enough data
8.9
38
Not enough data
8.8
34
Not enough data
Performance
8.7
33
Not enough data
9.3
34
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Analytics
9.1
108
9.2
12
8.8
106
9.4
16
8.7
103
8.8
10
7.6
59
8.8
10
Customization
8.4
92
9.1
11
8.4
99
9.0
8
8.6
93
9.0
8
8.4
90
9.2
10
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feedback Management
8.4
88
Not enough data
8.6
95
Not enough data
8.5
110
Not enough data
Feedback Analysis
8.4
97
Not enough data
8.5
98
Not enough data
8.7
98
Not enough data
Feedback Sources
8.4
90
Not enough data
9.2
112
Not enough data
8.5
78
Not enough data
8.8
81
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Platform
8.5
43
Not enough data
9.2
43
Not enough data
8.9
44
Not enough data
Predictions
9.0
43
Not enough data
8.7
44
Not enough data
Feature Not Available
Not enough data
8.5
43
Not enough data
9.0
44
Not enough data
8.8
44
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Process
9.0(won by default)
21
Not enough data
8.9(won by default)
23
Not enough data
8.6(won by default)
22
Not enough data
Channels
8.7(won by default)
25
Not enough data
8.7(won by default)
22
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3(won by default)
21
Not enough data
Insight
9.2(won by default)
26
Not enough data
8.7(won by default)
24
Not enough data
8.8(won by default)
23
Not enough data
Feature Not Available
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics
Not enough data
9.6
8
Not enough data
9.3
9
Not enough data
9.4
6
Platform Content
Not enough data
9.7
6
Not enough data
10.0
6
Not enough data
9.6
8
Not enough data
9.7
6
Platform Additional Functionality
Not enough data
9.7
5
Not enough data
9.6
8
Not enough data
9.6
8
Not enough data
Not enough data
Platform
Not enough data
8.1
7
Not enough data
Not enough data
Not enough data
9.3
5
Not enough data
9.2
8
Not enough data
9.4
8
Not enough data
9.3
5
Not enough data
8.1
8
Not enough data
8.1
8
Categories
Categories
Shared Categories
Qualtrics Customer Experience and SMG - Service Management Group are categorized as Feedback Analytics and Experience Management
Unique Categories
Qualtrics Customer Experience is categorized as Genesys AppFoundry Marketplace, SAP Store, Contact Center Quality Assurance, Proactive Customer Retention, and Social Customer Service
SMG - Service Management Group is categorized as Employee Engagement
Reviews
Reviewers' Company Size
Qualtrics Customer Experience
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SMG - Service Management Group
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
13.6%
Higher Education
9.3%
Education Management
7.0%
Computer Software
5.7%
Financial Services
4.9%
Other
59.5%
Retail
32.0%
Restaurants
28.0%
Food & Beverages
22.0%
Hospitality
4.0%
Hospital & Health Care
2.0%
Other
12.0%
Most Helpful Reviews
Qualtrics Customer Experience
Most Helpful Favorable Review
Mark S.
Verified User in Financial Services
The thing we like the best about Qualtrics CX is the functionality, once connected and running the dashboards are amazing. We have found the text analytics incredibly insightful, to the point that we put more emphasis on that than the NPS or CES scores.
Most Helpful Critical Review
Verified User in Computer Software
Because the platform works fundamentally differently than most survey platforms, you will create unexpected data integrity challenges for yourself right out of the gate if you are not aware of the platforms' peculiarities. Sales deliberately over-simplifies...
SMG - Service Management Group
Most Helpful Favorable Review
Justin B.
Verified User in Food & Beverages
Being able to read a high volume of guest comments
Most Helpful Critical Review
Verified User in Restaurants
There seems to be a lot of changes on the SMG side to who is on our team. This year, it felt like we needed to communicate and recommunicate questions multiple times in some cases. There were also a few hiccups on SMG's side, that caused us to have to...
Mark S.
Verified User in Financial Services
The thing we like the best about Qualtrics CX is the functionality, once connected and running the dashboards are amazing. We have found the text analytics incredibly insightful, to the point that we put more emphasis on that than the NPS or CES scores.
Justin B.
Verified User in Food & Beverages
Being able to read a high volume of guest comments
Verified User in Computer Software
Because the platform works fundamentally differently than most survey platforms, you will create unexpected data integrity challenges for yourself right out of the gate if you are not aware of the platforms' peculiarities. Sales deliberately over-simplifies...
Verified User in Restaurants
There seems to be a lot of changes on the SMG side to who is on our team. This year, it felt like we needed to communicate and recommunicate questions multiple times in some cases. There were also a few hiccups on SMG's side, that caused us to have to...
Alternatives
Discussions
How do other school districts use the platform? We are always looking for ways to improve our use.
3 comments
SW
I agree with you.Read more
What is the best way to learn Java scripts and build custom dashboards?
1 comment
AB
The text is in English and refers to a Java training course available in Nagpur. The link provided likely leads to more information about the course offered...Read more
What is qualtrics CX?
1 comment
JS
It is their branded name for Customer eXperience, it is a series of tools and automations that allows you to collect and act on dataRead more
what is the best way to get the weekly and period reports to send on there own
1 comment
SB
Hello Shawn F. Your Account Management team is available to assist you. They will be happy to help!Read more
How do I enable the printer from my phone ? It wants me to download it to a pdf however it won't allow me to get in to it because it says the pdf is corrupt
1 comment
SS
Hi Kendra, thanks for reaching out on this issue. If this is still an issue for you, I encourage you to engage with the SMG Support Center at...Read more
SMG - Service Management Group has no more discussions with answers
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