--- 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 Restaurants](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Restaurants") UR Verified User in Restaurants Enterprise (\> 1000 emp.) 4/10/2021 "Feedback Builds Business" 4.5/5 What do you like best about SMG - Service Management Group? The amount of data that can be reviewed is so good that you can get down to the time and date a customer was dissatisfied. That gives you the ability to identify where the link was missed and correct performance. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? The amount of steps to get to information. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Problems are easy where staffing or service might be an issue. Correcting time frame issues so that it does not get repeated. 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-4681093/official_response/edit) Thank you for taking the time to review our software. We’re happy to your getting that level of use out of the platform. Please contact your SMG team to learn more about our newest updates and features. We would also love to hear your ideas to improve your user experience. Thanks again for the great review! Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Business Supplies and Equipment](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Business Supplies and Equipment") UB Verified User in Business Supplies and Equipment Enterprise (\> 1000 emp.) 6/28/2021 "N/a" 5/5 What do you like best about SMG - Service Management Group? All the results are at your finger tips and easily available reporting Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Nothing. Everything works flawless Good tool to have Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: Na Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Customer service. Helpmidentify where to focus. 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-4830913/official_response/edit) Thank you for your feedback - we appreciate your time! Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Enterprise (\> 1000 emp.) 3/15/2021 "I use SMG daily" 5/5 What do you like best about SMG - Service Management Group? The Ease and efficiency to the reporting I utilize. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? The auto email reporting does not give me the exact metrics I need. Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: It is user friendly Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Identifying the customer service categories my customers value. 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-4646589/official_response/edit) We value your feedback + are always looking for feedback to better improve your experience with SMG. Regarding your question about report distribution - you can create custom favorite reports, filtered to the exact date range + metrics your looking for. If your having any problems - please contact your Account Management Team or helpline.smg. They would be more than happy to help! [See how SMG - Service Management Group improved](https://helpline.smg.com/) Current UserValidated ReviewerIncentivizedSource: Seller invite ![Mandy M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mandy M.") MM Mandy M. Enterprise (\> 1000 emp.) 5/29/2020 "SMG transformed our business!" 5/5 What do you like best about SMG - Service Management Group? Connecting the customer feedback and insights directly to the dollar impact has been amazing. Being able to simply communicate to the field if you make this one change, you will see $X increase in sales. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? I don't have anything I specifically dislike about SMG, but I'd just say the volume of insights is sometimes hard to get through and decide what you would like to focus on. They usually help with that direction too though Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: SMG has allowed us to look at our business in a different way. It's enabled us to make informed decisions around product lines or a strategic vision based on the most important part of our organization, our customers. We consult our team to create new questions or look at prior text analytic feedback before implementing any new programs. Honestly, I can't imagine how we did all this before them. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? There's not enough space here to detail all the benefits after partnering with SMG over 7 years now. For problem solving, I'd say anytime we have a new roll out, product offering, or remodel we use the customer feedback from SMG daily to report on how consumers are responding. We actually just pulled a new product entirely based on feedback from consumers through SMG. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Restaurants](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Restaurants") UR Verified User in Restaurants Small-Business (50 or fewer emp.) 3/19/2021 "Dials into customer feedback." 4/5 What do you like best about SMG - Service Management Group? Easy to track, helpful to find customer feedback on one page Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Quick score emails don't relate current monthly scores. Can't see monthly score on dashboard page on the app Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Helps to dial into the business. Improves service by day part and overall 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-4652964/official_response/edit) Thank you for taking the time to review SMG software + services. Regarding your question about "quick score emails + monthly score on dashboard" you have the ability to change the date range in quick score emails or create custom favorite reports within the report builder. Please contact your Account Management team - they will be happy to assist you. You can also go to helpline.smg.com further support. [See how SMG - Service Management Group improved](https://helpline.smg.com/) Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Hospital & Health Care](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospital & Health Care") AH Verified User in Hospital & Health Care Mid-Market (51-1000 emp.) 11/23/2020 "THe SMG team has been very supportive and is great to work with." 4.5/5 What do you like best about SMG - Service Management Group? They are very inquisitive to learn more about our business. We've experienced significant change throughout COVID and they have been helpful to have our patient survey evolve as our services have evolved. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? I wouldn't say there is anything I dislike. I would like to see more insights they can share on industry trends and learnings they have gathered elsewhere they believe may be applicable to our needs. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? We are utilizing the data to identify issues at location level for coaching and development. We are also solving for more global issues as we implement and refine new services. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Petar D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Petar D.") PD Petar D. Operations Insights Officer Enterprise (\> 1000 emp.) 2/26/2020 "Reliable and secure customer feedback programme providing actionable insights" 5/5 What do you like best about SMG - Service Management Group? SMG regular updates on trends and actionable insights. They provide an external view of our customer base while in the same time keeping close connection with our brand and operational reality. SMG are agile when managing and updating the programme. This allows us to change the programme in the same time as our business priorities. SMG keep connections with key departments and operational members in our organisation. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? The technology that SMG use seems a bit behind compared to other companies. They do invest in various modules and while they do the job, the main dashboards seem outdated. While great in providing biannual insights, we could do with a bit more live insights and promotional analysis. The profanity filters of the open end questions are picking up most words, but are not picking up any context which could be damaging for readers - this needs improvement. Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: SMG are easy to implement and set up. It is a delight to work with the UK team at SMG. They have professional researchers, account managers and directors and all level support. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? SMG are helping us by providing insights into our operational practices, menu, marketing and internal communication. We use both CX and colleague survey which allows us to link our staff satisfaction with the customer satisfaction. We are yet to see this as connection in more details, as the colleague module is relatively new. With the help of SMG we've identified products that are not profitable and in the same time not liked by our customers. This always helps us optimise our menu for the best. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![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.) 3/20/2021 "SMG" 5/5 What do you like best about SMG - Service Management Group? the ease to navigate through and gather the information I need Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? not being able to see exactly how many surveys we received Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Learning what customers want us to do better 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-4653626/official_response/edit) Thank you for the great review. We appreciate you taking the time to share your experience with SMG. We value your feedback + are always looking for ways improve the value we bring to our clients. You Account Management team can assist you with configuring the what addition information (i.e.., survey data) you would like to see. You can also contact SMG at helpline.smg.com for further assistance. [See how SMG - Service Management Group improved](https://helpline.smg.com/) Validated 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.) 2/25/2021 "Good knowledge base" 4/5 What do you like best about SMG - Service Management Group? Excellent account support; continuous improvement on user interface of database. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Cannot get direct/regular information on competitive benchmarks outside of biannual reviews with basic package Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Good tool to create internal alignment on true issues and their magnitude 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-4621359/official_response/edit) We value your feedback + are always looking for feedback to better improve your experience with SMG. Regarding your question about competitive benchmarks - I highly recommend you reach our to your account management team - they will be more than happy to help you. You can also contact them via helpline.smg.com. Thanks again for the great review! [See how SMG - Service Management Group improved](https://helpline.smg.com/) Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Enterprise (\> 1000 emp.) 3/12/2021 "Easy to understand" 4.5/5 What do you like best about SMG - Service Management Group? Easy to filter comment according to words and sentiments Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Cannot find per day responses and can not filter of accord into day Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? No 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-4644591/official_response/edit) Thank you for taking the time to review SMG. We always appreciate feedback. I recommend contacting your account management team to help assist you with your filtering options. You can also contact helpline.smg.com for further support. [See how SMG - Service Management Group improved](https://helpline.smg.com/) Validated ReviewerSource: 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. Visit the vendor’s website to learn more. [ 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);)