Verified User in Food & Beverages
UF
Verified User in Food & Beverages
Mid-Market (51-1000 emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit 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
Verified User in Restaurants
AR
Verified User in Restaurants
Enterprise (> 1000 emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit 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.

Keyan C.
KC
Keyan C.
General Manager
Mid-Market (51-1000 emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit edit

We appreciate you taking the time to evaluate SMG - we always love customer feedback.

Ravikiran P.
RP
Ravikiran P.
DIRECTOR
Small-Business (50 or fewer emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit 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.

Verified User in Food & Beverages
UF
Verified User in Food & Beverages
Enterprise (> 1000 emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit 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!

CV
Cain V.
E
Enterprise (> 1000 emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit 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.

Verified User in Food & Beverages
UF
Verified User in Food & Beverages
Enterprise (> 1000 emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit 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.

Verified User in Retail
CR
Verified User in Retail
Mid-Market (51-1000 emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit 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!

Verified User in Restaurants
UR
Verified User in Restaurants
Mid-Market (51-1000 emp.)
"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.

Verified User in Retail
UR
Verified User in Retail
Mid-Market (51-1000 emp.)
"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.

Response from Shelley Bosler of SMG - Service Management Group
Edit 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!