--- 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 & Product Details Claimed ###### Profile Status This profile is currently managed by SMG - Service Management Group but has limited features. Are you part of the SMG - Service Management Group team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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. * * * Seller [SMG - Service Management Group](https://www.g2.com/sellers/smg-service-management-group) Discussions [SMG - Service Management Group Community](https://www.g2.com/products/smg-service-management-group/discuss) Languages Supported Danish, German, English, French, Italian, Japanese, Korean, Dutch, Portuguese, Russian, Spanish, Swedish, Chinese (Simplified), Chinese (Traditional) Solution Type All-in-One Overview by Stephen Shaffer Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 3 months [ View More Pricing Information ](https://www.g2.com/products/smg-service-management-group/pricing) ## Top-Rated Alternatives [ ![Qualtrics Customer Experience](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Qualtrics Customer Experience") Qualtrics Customer Experience 4.3/5(751) ](https://www.g2.com/products/qualtrics-customer-experience/reviews) [ ![Medallia Customer Experience](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Medallia Customer Experience") Medallia Customer Experience 4.5/5(210) ](https://www.g2.com/products/medallia-customer-experience/reviews) [ ![SAP SuccessFactors HCM](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SAP SuccessFactors HCM") SAP SuccessFactors HCM 4.1/5(1,657) ](https://www.g2.com/products/sap-sap-successfactors-hcm/reviews) [ View All Alternatives ](https://www.g2.com/products/smg-service-management-group/competitors/alternatives) ## User Insights Average based on 50 real user reviews. Implementation Time 3 months [Log in to unlock pricing and user insights](/login) ![Verified User in Food & Beverages](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Food & Beverages") UF Verified User in Food & Beverages Mid-Market (51-1000 emp.) 9/20/2021 "SMG" 4/5 What do you like best about SMG - Service Management Group? Different reports you can run to get the most out of your data. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? It is a bit difficult to deep dive into the information from the customers. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Helps to know what stores should focus on for customers to make us the business of choice. The benefit to always know how to raise your score by focusing on the correct areas. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-5011674/official_response/edit) Thank you for taking the time to review our software. We’re happy to hear that you like all the different reports in the platform. Please feel free to share any feedback or suggestions to your SMG team - also your SMG team would be more than glad to assist you with getting the data you might be needing. [See how SMG - Service Management Group improved](https://helpline.smg.com/) Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Restaurants](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Restaurants") AR Verified User in Restaurants Enterprise (\> 1000 emp.) 2/22/2021 "Overall, our experience with SMG is fine." 3/5 What do you like best about SMG - Service Management Group? The team at SMG is very helpful and responds quickly to our questions, concerns and needs. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? 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 recommunicate or solve an issue with our operations teams. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? We currently use SMG for both our Guest Experience and Team Member Experience Surveys. I am on the project team for the Team Member side. We are using SMG to understand how our team members are feeling, what gaps we might have and get a bigger picture of our diversity. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4613463/official_response/edit) Thank you for your time and feedback. While we always love positive feedback, we want the feedback that can help SMG create the best experience our customers can have. Please never hesitate to express your concern with your SMG Account Team about the level of engagement you feel is lacking. SMG is in the "experience business" just like you. Your feedback matters to us. Current UserValidated ReviewerIncentivizedSource: Seller invite ![Keyan C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Keyan C.") KC Keyan C. General Manager Mid-Market (51-1000 emp.) 5/18/2021 "Fan Feedback" 4/5 What do you like best about SMG - Service Management Group? I like the ease of access to change dates Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? I wish the loading time was a bit faster Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? We are keeping an eye on our overall satisfaction through the service. It helps me focus on areas that are declining or improving as needed. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4747363/official_response/edit) We appreciate you taking the time to evaluate SMG - we always love customer feedback. Current UserValidated ReviewerIncentivizedSource: Seller invite ![Ravikiran P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ravikiran P.") RP Ravikiran P. DIRECTOR Small-Business (50 or fewer emp.) 4/12/2021 "need some front end change" 4/5 What do you like best about SMG - Service Management Group? good to see the scored and all information at one place Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Reporting is way too complicated and required end-user to click on so many things, which is too complicated. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? number of surveys and the comments Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4682967/official_response/edit) Thank you Ravikiran, we appreciate your feedback. Thank you for taking time tp review SMG! We love product feedback and recommendations. You reach out to you SMG support team - they can help assist you with optimizing your reports. Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Food & Beverages](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Food & Beverages") UF Verified User in Food & Beverages Enterprise (\> 1000 emp.) 6/3/2021 "SMG Scoring" 4/5 What do you like best about SMG - Service Management Group? It is quick to deliver notifications on complaints and celebrations. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Items marked as "negative" statement that should be a "no sentiment" or "positive" which impacts the locations OSAT. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Customer concenrns. Huge benefit is being able to reapond to customers quickly via SMG site. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4781318/official_response/edit) Thank you for taking the time to provide your feedback- we appreciate your time. You might reach out to your account management team regarding your OSAT questions - that is not how OSAT is calculated - they would be more than happy to walk you through it. Again appreciate your feedback! Current UserValidated ReviewerIncentivizedSource: Seller invite CV Cain V. E Enterprise (\> 1000 emp.) 3/29/2021 "Great tool to help see what the customer sees" 5/5 What do you like best about SMG - Service Management Group? Able to break down and dig deep into positives and negatives with customers. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Nothing, I have enjoyed this platform working for two different concepts. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? What my customers love, and what customers hate. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4666052/official_response/edit) Thank you for taking the time to review our software. We’re happy to hear that our platform has helped you dig into reviews and sentiment. Please feel free to share any feedback to your SMG team - we are always looking for ways to improve. Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Food & Beverages](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Food & Beverages") UF Verified User in Food & Beverages Enterprise (\> 1000 emp.) 4/23/2021 "general manager" 4/5 What do you like best about SMG - Service Management Group? I get information direct from the customer Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? the difficulty of the report builder. often many surveys dont get counted Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: use it regularly to make it work for you. not just sometimes Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? finding out how the store is when i am not there, who is going above and beyond and who isnt trying at all Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4700801/official_response/edit) Thank you so much for your feedback. We appreciate you taking the time to review SMG. Please contact your SMG account team - we would be glad to assist you with the report builder. Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") CR Verified User in Retail Mid-Market (51-1000 emp.) 4/27/2021 "I Love SMG." 5/5 What do you like best about SMG - Service Management Group? I love the instant response time. When a customer completes a survey it shows up immediately. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? I do wish the report building was simpler. Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: SMG is a must have tool for customer service. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Customer feedback helps us to change poor habit# and fix problems immediately. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4707297/official_response/edit) Thank you for your feedback + reviewing SMG on this G2 platform. Please contact your account management team here at SMG - we can assist you with using the report builder. We would love to help you! Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Restaurants](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Restaurants") UR Verified User in Restaurants Mid-Market (51-1000 emp.) 1/25/2021 "Works Well" 4.5/5 What do you like best about SMG - Service Management Group? that you can drill down at any time and get the needed information Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? the reports do not consistently get sent anymore to the stores for weekly and period end coaching reports Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: its a great tool and provides very affective in attaining information that can grow your business Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? getting the customer food back helps us find the areas of opportunity with food quality and speed of service. it gives up the times these issues are happening so we can coach rhe correct people with each store. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Mid-Market (51-1000 emp.) 3/2/2021 "Great platform to achieve optimal Customer Service results!" 5/5 What do you like best about SMG - Service Management Group? Text analytics and being able to see true customer pulse and comments! Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? I would love to be able to see guests contact info in some form- to reach out and rectify issues. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Many customer service related issues on a team level! I also am able to use it to track what days of the week our areas of opportunity fall. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4629188/official_response/edit) Thank you for taking the time to review SMG software + services. We are glad you are getting value utilizing Text Analytics - there are some exciting developments being delivered to make finding more insights even easier to uncover. We always love product ideas - regarding your suggestion to see more guest information - I recommend you contacting your Account Management team to we what options are available. Thanks again for the great review! Current UserValidated ReviewerIncentivizedSource: Seller invite ## Questions about SMG - Service Management Group? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about SMG - Service Management Group ](https://www.g2.com/products/smg-service-management-group/discussions/new) SF Shawn Floyd • Last activity about 5 years ago what is the best way to get the weekly and period reports to send on there own 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/36762-what-is-the-best-way-to-get-the-weekly-and-period-reports-to-send-on-there-own) KC Kendra Conn • Last activity almost 4 years ago 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 Upvote 1 [ Join the conversation ](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) [ View all Discussions ](https://www.g2.com/products/smg-service-management-group/discuss) ##### Pricing Pricing details for this product isn’t currently available. 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[ View More Pricing Information ](https://www.g2.com/products/smg-service-management-group/pricing) SMG - Service Management Group Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_fe76bf3316a5e8115c0bec8ce0556322/qualtrics-customer-experience%282%29.png "Product Avatar Image") Qualtrics Customer Experience 4.3/5(751) [ Compare Now ](https://www.g2.com/compare/qualtrics-customer-experience-vs-smg-service-management-group) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_ee5cd8c3182117a52379aec028acbc45/medallia-customer-experience.jpg "Product Avatar Image") Medallia Customer Experience 4.5/5(210) [ Compare Now ](https://www.g2.com/compare/medallia-customer-experience-vs-smg-service-management-group) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_f66c8017520b5b045a45f334e06f187a/sap-sap-successfactors-hcm.jpg "Product Avatar Image") SAP SuccessFactors HCM 4.1/5(1,657) [ Compare Now ](https://www.g2.com/compare/sap-sap-successfactors-hcm-vs-smg-service-management-group) ##### ##### SMG - Service Management Group Features Analytics Net Promoter Score (NPS) Customer Satisfaction (CSAT) Score Customer Effort Score (CES) Customization Stakeholder Management Vertical-specific Solutions [ View More Features ](https://www.g2.com/products/smg-service-management-group/features) ##### Categories on G2 [Employee Engagement](https://www.g2.com/categories/employee-engagement)[Feedback Analytics](https://www.g2.com/categories/feedback-analytics)[Experience Management](https://www.g2.com/categories/experience-management) ##### Explore More [Which UKG consulting providers help teams minimize disruption during UKG implementation transitions for high-volume operations?](https://www.g2.com/discussions/which-ukg-consulting-providers-help-teams-minimize-disruption-during-ukg-implementation-transitions-for-high-volume-operations)[Best chatbots for lead generation services](https://www.g2.com/discussions/what-are-the-best-chatbots-for-lead-generation-services)[What are the most trusted library management systems by library operations managers based on user reviews?](https://www.g2.com/discussions/what-are-the-most-trusted-library-management-systems-by-library-operations-managers-based-on-user-reviews) [What is the best theater management software for venue operations and capacity optimization?](https://www.g2.com/discussions/what-is-the-best-theater-management-software-for-venue-operations-and-capacity-optimization)[Recommended loyalty app for increasing customer loyalty](https://www.g2.com/discussions/recommended-loyalty-app-for-increasing-customer-loyalty)[Pros and Cons Details](https://www.g2.com/products/smg-service-management-group/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)