--- title: SMG - Service Management Group Reviews meta_title: 'SMG - Service Management Group Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 50 reviews by the users' company size, role or industry to find out how SMG - Service Management Group works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 50 scale: '5' date_modified: '2026-08-07' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # SMG - Service Management Group Reviews **Vendor:** SMG - Service Management Group **Category:** [Experience Management Software](https://www.g2.com/categories/experience-management) **Average Rating:** 4.6/5.0 **Total Reviews:** 50 ## About SMG - Service Management Group SMG delivers the future of Unified Experience Management®, empowering brands to engage customers and employees like never before. Powered by Ignite®, our AI-native platform, and the industry’s only software-with-a-service (SwaS) approach, SMG provides real-time, predictive intelligence that turns BX, CX, and EX insights into action. From gathering feedback during experience design to optimizing each interaction throughout the customer journey, SMG ensures every decision is backed by data rather than guesswork. Learn more at www.smg.com. ## SMG - Service Management Group Pros & Cons **What users like:** - Users commend the **customer focus** of SMG, appreciating their understanding of unique business needs and valuable insights. (3 reviews) - Users value the **helpful account team** for their understanding of business needs and valuable insights. (2 reviews) - Users value the **insightful analysis** provided by SMG's team, which greatly enhances business understanding and solutions. (2 reviews) - Users value the **insightful analysis** from SMG's team, enhancing their understanding of business needs effectively. (1 reviews) - Users value the **dedicated customer support** that effectively understands and enhances their survey program experience. (1 reviews) - Data Quality (1 reviews) **What users dislike:** - Users often face **delay issues** with research projects in SMG, impacting overall productivity and timelines. (1 reviews) - Users often find that **research projects take too long** , leading to frustrations with efficiency and productivity. (1 reviews) ## SMG - Service Management Group Discussions - [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](https://www.g2.com/discussions/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, 1 upvote - [what is the best way to get the weekly and period reports to send on there own](https://www.g2.com/discussions/36762-what-is-the-best-way-to-get-the-weekly-and-period-reports-to-send-on-there-own) - 1 comment, 1 upvote - [View SMG - Service Management Group pricing details and edition comparison](https://www.g2.com/products/smg-service-management-group/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-09+13%3A09%3A59+-0500&secure%5Bsession_id%5D=52dbddcb-72f5-4ce9-9938-721ea9f9d38f&secure%5Btoken%5D=beca7f292a99f8478fb688f5736710c605ad8806cb01bc78c893c4f6efff93c8&format=llm_user) ## SMG - Service Management Group Features **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score - Customer Effort Score (CES) - Gamification **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Additional Functionality** - Onboarding - Individual Development Plans - Career Development - Approval Process Control - Customizable Branding - AI Copilot - Reminders - Customizable Templates - Employee Profiles - Employee Engagement - Learning & Development - API **Platform Basics** - Performance Benchmarking - Reporting & Dashboards - Interoperability **Customization** - Stakeholder Management - Multilanguage Support - Multiple Branding Support - Vertical-specific Solutions - Customizable Branding - Knowledge Management - Workflow Management - Email Management - Feedback Management - Survey/Poll Management - Negative Feedback Management **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Platform Content** - Employee Pulse Surveys - Survey Customization - Goal and Challenge Creation - Science-based templates - Customizable Templates **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Platform Additional Functionality** - Employee Segmenting - Goal and Challenge Creation - Peer Recognition - Social Feedback Portal - Employee Portal - Surveys & Feedback - Peer-to-Peer Recognition **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Multi-Language **Additional Functionality** - Real-Time Reporting - Customizable Branding - Rewards Program - Reporting/Analytics - Learning & Development - Social Engagement - Chat/Messaging - Customizable Questions - Customizable Reports - Commenting/Notes - Engagement Tracking - Generative AI - Employee Profiles - Question Library - Gamification - Real-Time Data - Performance Metrics - Scoring - AI Copilot - Offboarding - Visual Analytics - Employee Onboarding - Alerts/Notifications - Employee Database **Additional Functionality** - Real-Time Reporting - Drag & Drop - Surveys & Feedback - Dashboard - NPS Survey Structure - Customizable Forms - Visual Analytics - Data Visualization - Customer Segmentation - Tagging - Customer Journey Mapping - Text Analysis - Customizable Reports - Real-Time Notifications - Alerts/Notifications - Access Controls/Permissions - CRM - Multi-Channel Data Collection - Multi-Channel Communication - Customizable Fields - Real-Time Analytics - Predictive Analytics - Collaboration Tools - Sentiment Analysis - Trend Analysis - API - AI Copilot - Engagement Tracking - Customizable Templates - Reporting/Analytics **Platform** - Customization - Integration APIs - Internationalization - User, Role, and Access Management - Activity Dashboard - Activity Dashboard - Mobile Access - Activity Dashboard - Training Management - Goal Management - Feedback Management - Action Management - Mobile Access - Activity Dashboard - Benefits Dashboard - Activity Dashboard - Feedback Management - Performance Management - Recruitment Management - Compliance Management - Training Management - Calendar Management - Employee Management - Orientation Workflow Management - Task Management - HR Management - Help Desk Management - Mobile Access - Payroll Management - Document Management - Job Description Management - Social Media Integration - Mobile Access - Activity Dashboard - Third-Party Integrations - Assessment Management - Social Media Integration - Activity Dashboard - Mobile Access - Third-Party Integration - Initiative Management - Workflow Management - Community Management - Employee Referral Management - Candidate Management - Workflow Management - Communication Management - Advertising Management - Application Management - Email Management - Job Management - Discount Management - Pipeline Management - File Management - Job Management - Data Storage Management - Compensation Management - Employee Management - Job Application Management - HR Management - Competency Management - Performance Management - Compliance Management - Job Description Management - Evaluation Management - User Management - Role-Based Permissions - Third-Party Integrations ## Top SMG - Service Management Group Alternatives - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - 4.3/5.0 (725 reviews) - [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) - 4.5/5.0 (207 reviews) - [SAP SuccessFactors HCM](https://www.g2.com/products/sap-sap-successfactors-hcm/reviews) - 4.1/5.0 (1,474 reviews)