SMG - Service Management Group Reviews

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.

Nothing that I would say I dislike. I would like to see more integrated solutions between Cx data, text, google reviews etc

SMG is always eager to help find solutions through the data. Whether that be looking to solve for falling Friendliness scores, understanding speed of checkout concerns due to recent changes or what customers are saying about the digital coupon experience.

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.

There has been a bit of team member turnover.

The surveys have helped to ensure that service standards are implemented in our retail stores and helped identify areas of opportunity for training. On the consumer side, they have identified actions we can take to improve overall value perception.

.Being able to see all reviews in one area

No dislike it runs well and use it everyday

Is solves customer response right away when a customer feels a away towards our business it allows for us to correct on the spot

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".

Can't think of any negatives. They have been a pleasure to work with and their insights are always on point.

helps us inspect what we expect.

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.

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.

It allows us to see a 360 degree view of the guest experience through their eyes. With that information, it allows us to improve on every guest touch point and correct any specific guest complaints as well.

SMG provides valuable insights on our service levels and how our customer base views our business

information can be overwhelming at first

We always had an idea of what our customer service levels were and what our customers thought of the brand but did not know until we partnered with SMG. It was eye-opening the detailed analysis SMG provides which has allowed us to better serve our customers.

.Being able to read a high volume of guest comments

Almost too in depth, some features are unclear

Make sure to use tutorials to get the most out of the program

Identify issues quicker via guest feedback than personal observation

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

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.

It is very accessible and user friendly. It captures a lot of information and lets the customers score their visits. You are able to address issues that otherwise would go unknown.

What our customers dislike about their visits no matter what time they come. We react to their comments so that their next visit will be more enjoyable and we don value their input.

Abundance of data you can get from the website.

I cannot filter results when I'm processing Crosstab results. I also cannot rearrange Favorites items in dropdown.

We want to monitor the performance of our stores in terms of satisfying customer needs.

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.

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.

We centralized most of our customer feedback into one tool, making the restaurant manager's lives much easier. Also, this helps a lot to make them accountable for their own results, boosting their motivation and their teams'.