--- 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) ![Michael I.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Michael I.") MI Michael I. Director, Operations Systems & Performance Enterprise (\> 1000 emp.) 5/14/2020 "Results with actionable guidance" 5/5 What do you like best about SMG - Service Management Group? All materials produced come with thoughtful guidance on best use tips within scope of deparments Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Limited chart export options within reports Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? The ability to remotely understand guest interaction, product quality, consistency, and staff performance compared to locations within brand and industry. Being able to adjust accordingly as perception fluctuates on a weekly or per period basis and tying in on-site inspections has been a great benefit with SMG resources. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Amy M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Amy M.") AM Amy M. Director of Retail Operations Small-Business (50 or fewer emp.) 2/29/2020 "Best Decision We Made Was Choosing SMG" 4.5/5 What do you like best about SMG - Service Management Group? Their customer service and response time! They have excellent insights on our data and they have an incredible library of resources in the form of videos, white papers, best practices and case studies. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? I don't have anything that i dislike. I think they have a great portfolio of tools! Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? SMG is helping us determine opportunities to improve on our customer service standards and our social reviews. although we rank incredibly high in the specialty retail field, we can see how we can still improve. We have also learned more about our value position based on data and analysis. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Consumer Goods](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Goods") UC Verified User in Consumer Goods Enterprise (\> 1000 emp.) 3/17/2020 "Identify insights through Satisfaction Survey" 4.5/5 What do you like best about SMG - Service Management Group? SMG has helped us identify positive and negative experiences directly from our customers to share with our store team members. These insights can be used to improve operations down to the specific store level for a more targeted approach. We like the use of the SMG Dashboard for all members to dive deeper into the data. The SMG team has been very helpful, attentive, and forthcoming with suggestions for improvement. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Integration of data could be mentioned as an issue but this is always a sticky point when joining data sets with different sources. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? SMG helped us stand up a guest satisfaction survey. This has helped us summarize metrics such as NPS and staff friendliness to socialize with those team members that can take action. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Enterprise (\> 1000 emp.) 5/12/2020 "SMG is a partner with expertise I can rely on." 5/5 What do you like best about SMG - Service Management Group? SMG offers a team of talented, experienced, CX research professionals. We're able to leverage the best practices, that get us most quickly to solid customer feedback. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? The online portal, is something we use virtually everyday, but occasionally stumble on limits to what/how much data we can export. Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: Think about the outputs you want, which will help you/them set up Cx monitoring that meets your needs. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? We've understood customer feedback to our pricing/promotion choices. The feedback received empowered us to change those customer facing policies. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Enterprise (\> 1000 emp.) 5/29/2020 "Actionable feedback and insights that improve the customer experience." 4.5/5 What do you like best about SMG - Service Management Group? SMG has a thorough understanding of our business and uses that knowledge combined with the data they collect to provide insights that drive action and improve our operations and customer experience. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? No specific dislikes or downsides a this time. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Understanding where the pain points and opportunities for improvement are with key operational initiatives. We have identified specific actions team members can take to deliver exceptional customer service in stores and during order pickups. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller RG Rich G. Enterprise (\> 1000 emp.) 5/29/2020 "Vice President, Operations Services" 5/5 What do you like best about SMG - Service Management Group? Very nimble team that is dedicated to my account. In 9 years, I have never had a request for data denied. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? No downside that I can think of. Not the least expensive, but you get what you pay for. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Long term, they have provided insights to opportunities within our operations. Recently, they have proven to be excellent partners in navigating our way through the pandemic. 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 Enterprise (\> 1000 emp.) 7/1/2020 "The team at SMG is a be of service mindset, an extension of our company team." 5/5 What do you like best about SMG - Service Management Group? There team is both responsive and great at anticipating our needs as an organization. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? I have not found any dislikes at this point Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? We get the voice of our customer in a way that is actionable Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Mid-Market (51-1000 emp.) 2/26/2020 "Solid Performance and a broad and compelling roadmap" 5/5 What do you like best about SMG - Service Management Group? Service from SMG is superb, and quality of provision very high. The team are on hand for a variety of ad hoc queries and support with detialed analysis and feedback on performance for all members of the team, from operational through to executive level. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? No real areas to complain of ;) Everything good for us. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Wider understanding of our performance in providing full service to our consumers and detialed insights on where to make changes in order to improve 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 Mid-Market (51-1000 emp.) 5/13/2020 "SMG is easy to use and provides actionable insights for my business" 5/5 What do you like best about SMG - Service Management Group? The data within SMG is insightful and provides actionable insights that we can impact real-time. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Some of the reporting features within the tool aren’t as intuitive as other tools I’ve worked with. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? Evaluating red flags within our business operations Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Food Production](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Food Production") PF Verified User in Food Production Mid-Market (51-1000 emp.) 12/16/2018 "very modified " 4.5/5 Describe the project or task SMG - Service Management Group helped with: we use it to help us with surverys our customers do for us. it is very easy to use. Review collected by and hosted on G2.com. What do you like best about SMG - Service Management Group? very detailed but still easy to use and can be used by anyone at our company. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? nothing in particular. mobile app could be a little more modified Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 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);)