SMG - Service Management Group Pros and Cons

The team assigned to our account takes the time to understand our business. They are equipped to provide recommendations to maximize the benefits of our survey program. Review collected by and hosted on G2.com.

There has been a bit of team member turnover. Review collected by and hosted on G2.com.

SMG is a valued partner and they work hard to understand the opportunities and unique business needs we face in order to provide valuable insights through the data that will bring solves to our team. Review collected by and hosted on G2.com.

Nothing that I would say I dislike. I would like to see more integrated solutions between Cx data, text, google reviews etc Review collected by and hosted on G2.com.

Incredibly account team who understands the needs of our business. Insights team provides lots of value analysis. Review collected by and hosted on G2.com.

Research projects (outside of VOC work) take too long. Review collected by and hosted on G2.com.

Being able to see all reviews in one area Review collected by and hosted on G2.com.

No dislike it runs well and use it everyday Review collected by and hosted on G2.com.

We get real actionable items to help us move the needle. It's not just, "here is what your customers are saying". It's "here is what they are saying and here is how we can affect real change and in turn increase monetary sales". Review collected by and hosted on G2.com.

Can't think of any negatives. They have been a pleasure to work with and their insights are always on point. Review collected by and hosted on G2.com.

It updates your score as the surveys come thru and we are able to get updated scores whenever we log in and not just daily. The app is great so that all managers can have it and see the scores Review collected by and hosted on G2.com.

I have not found anything I dislike besides my device needs to pair often. It may be because the wifi going down or that I change locations a lot. Really not sure but its easy to pair it again. Review collected by and hosted on G2.com.

I like that it basically provides a secret shop for the guest experience from start to finish. I also enjoy that it allows a guest to request contact from a manager if there is an issue. Review collected by and hosted on G2.com.

I am a multi-unit manager and I think I don't like the functionality when shuffling between locations. One example of this is that for the "Text Analytics" option, I can't sort by location so all the comments from all the locations are mixed up into one. Sometimes I would like to isolate for just 1 location at a time. Review collected by and hosted on G2.com.

SMG provides valuable insights on our service levels and how our customer base views our business Review collected by and hosted on G2.com.

information can be overwhelming at first Review collected by and hosted on G2.com.

Being able to read a high volume of guest comments Review collected by and hosted on G2.com.

Almost too in depth, some features are unclear Review collected by and hosted on G2.com.

SMG has always provided us with unique insights to drive high guest satisfaction. The tool's possibilities are almost infinite; however best part of SMG is THE TEAM. They are always there to back you up, support you and give you the best proffessional service. I can tell I'm a very demandable customer, but I always felt supported. Review collected by and hosted on G2.com.

My main dislike would be the extra pay for some features. SMG offers incredible tools to make great deep analysis and make data driven decisions; however, to access to some of these extremely useful functionalities, sometimes you have to pay more. I don't blame them this is business. But as a customer, I'd love to have more and more access to these amazing features. Review collected by and hosted on G2.com.