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.

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.

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.

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.

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.

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.

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.

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.

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.

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.