--- 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: '2026-07-13' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # SMG - Service Management Group Reviews **Vendor:** SMG - Service Management Group **Category:** [Experience Management Software](https://www.g2.com/categories/experience-management) **Average Rating:** 4.6/5.0 **Total Reviews:** 50 ## About SMG - Service Management Group 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. ## SMG - Service Management Group Pros & Cons **What users like:** - Users appreciate the **customer focus** of SMG, praising their understanding of unique business needs and valuable insights. (3 reviews) - Users appreciate the **helpful account team** that delivers valuable insights and tailored recommendations for their business needs. (2 reviews) - Users value the **insights generation** by SMG, as it effectively addresses unique business needs and opportunities. (2 reviews) - Users value the **expertise of the account and insights teams** , which enhance understanding and analysis of business needs. (1 reviews) - Users value the **personalized and knowledgeable support** from SMG, enhancing their survey program experience significantly. (1 reviews) - Data Quality (1 reviews) **What users dislike:** - Users experience **delay issues** with SMG, causing frustration and prolonging the completion of research projects. (1 reviews) - Users find that **research projects** with SMG often take too long, impacting productivity and timeliness. (1 reviews) ## SMG - Service Management Group Reviews ### 1. Valuable Partnership with SMG **Rating:** 4.5/5.0 stars **Reviewed by:** Bo L. | Vice President of Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2024 **What do you like best about SMG - Service Management Group?** 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. **What do you dislike about SMG - Service Management Group?** There has been a bit of team member turnover. **What problems is SMG - Service Management Group solving and how is that benefiting you?** 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. ### 2. Valued partnership **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2024 **What do you like best about SMG - Service Management Group?** 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. **What do you dislike about SMG - Service Management Group?** Nothing that I would say I dislike. I would like to see more integrated solutions between Cx data, text, google reviews etc **What problems is SMG - Service Management Group solving and how is that benefiting you?** 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. ### 3. Great account and insights team **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about SMG - Service Management Group?** Incredibly account team who understands the needs of our business. Insights team provides lots of value analysis. **What do you dislike about SMG - Service Management Group?** Research projects (outside of VOC work) take too long. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Ability to understand what customers appreciate about our in-store and digital experience as well was the pain points. ### 4. Customer service **Rating:** 5.0/5.0 stars **Reviewed by:** adrian s. | Tech, Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2024 **What do you like best about SMG - Service Management Group?** Being able to see all reviews in one area **What do you dislike about SMG - Service Management Group?** No dislike it runs well and use it everyday **What problems is SMG - Service Management Group solving and how is that benefiting you?** Is solves customer response right away when a customer feels a away towards our business it allows for us to correct on the spot ### 5. SMG has helped us solve challenging business questions. **Rating:** 5.0/5.0 stars **Reviewed by:** Cindy M. | Vice President of Brand Experience, Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2020 **What do you like best about SMG - Service Management Group?** 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". **What do you dislike about SMG - Service Management Group?** Can't think of any negatives. They have been a pleasure to work with and their insights are always on point. **What problems is SMG - Service Management Group solving and how is that benefiting you?** helps us inspect what we expect. **Official Response from Shelley Bosler:** > Hi Cindy, thank you for taking the time to review our software. We’re happy to hear that our platform + services has helped drive action within your organization. Always feel free to reach out to your SMG team for any other feedback you may have – we always appreciate feedback. Thanks again for the great review! Shelley ### 6. I enjoy hearing back from our valued customers **Rating:** 5.0/5.0 stars **Reviewed by:** Christina W. | Area Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2022 **What do you like best about SMG - Service Management Group?** 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 **What do you dislike about SMG - Service Management Group?** 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. **Recommendations to others considering SMG - Service Management Group:** 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 problems is SMG - Service Management Group solving and how is that benefiting you?** 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. ### 7. Great Feedback Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Lea L. | District Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2022 **What do you like best about SMG - Service Management Group?** 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. **What do you dislike about SMG - Service Management Group?** 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. **What problems is SMG - Service Management Group solving and how is that benefiting you?** 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. ### 8. Valuable asset for our business **Rating:** 5.0/5.0 stars **Reviewed by:** Michael W. | D, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2022 **What do you like best about SMG - Service Management Group?** SMG provides valuable insights on our service levels and how our customer base views our business **What do you dislike about SMG - Service Management Group?** information can be overwhelming at first **What problems is SMG - Service Management Group solving and how is that benefiting you?** 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. ### 9. In depth reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Justin B. | R, Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about SMG - Service Management Group?** Being able to read a high volume of guest comments **What do you dislike about SMG - Service Management Group?** Almost too in depth, some features are unclear **Recommendations to others considering SMG - Service Management Group:** Make sure to use tutorials to get the most out of the program **What problems is SMG - Service Management Group solving and how is that benefiting you?** Identify issues quicker via guest feedback than personal observation ### 10. SMG is the best partner to get your goals based on data driven decisions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Enterprise (> 1000 emp.) **Reviewed Date:** December 09, 2021 **What do you like best about SMG - Service Management Group?** 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. **What do you dislike about SMG - Service Management Group?** 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. **What problems is SMG - Service Management Group solving and how is that benefiting you?** 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'. ### 11. Moderate experience and use **Rating:** 4.0/5.0 stars **Reviewed by:** Nathan C. | Director of Operations, Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2022 **What do you like best about SMG - Service Management Group?** Accessibility of reports and ease of interface, have more graphs on the homepage. **What do you dislike about SMG - Service Management Group?** The report builder interface could be more user friendly, easier to navigate. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Day to day customer and product issues within the company. The benefit is having such a broad reaching platform. ### 12. Good product for getting information from customers experiences **Rating:** 4.0/5.0 stars **Reviewed by:** Eric F. | District Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2021 **What do you like best about SMG - Service Management Group?** Quick links in order to have fast accessed setup **What do you dislike about SMG - Service Management Group?** When setting up reporting it's a bit disorganized when trying to look for specific items **What problems is SMG - Service Management Group solving and how is that benefiting you?** Focusing on customer interaction with her team members so they're not assuming what the customers are experiencing in the restaurant **Official Response from Shelley Bosler:** > Eric! Thank so much for your feedback + suggestions. We also appreciate you using the video feedback option. If you need assistance with your dashboards please reach out to the support center - your team would be more than happy to assist you. ### 13. Pretty Good **Rating:** 5.0/5.0 stars **Reviewed by:** Maxim A. P. | Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 26, 2021 **What do you like best about SMG - Service Management Group?** I like how it is almost idiot-proof. Almost. **What do you dislike about SMG - Service Management Group?** Not every survey registers properly. You can do this test yourself. Fill out a survey, come back the next day, & it is nowhere to be seen. I also wish that it had a dark mode. I also wish that it could sync faster between devices (not an ISP issue). **Recommendations to others considering SMG - Service Management Group:** See above. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Profitability - it tells us how to make money by telling us where we are losing money. **Official Response from Shelley Bosler:** > Thank you Maxim! We appreciate you taking time to provide SMG feedback on your experience. We would love support assist with your question around survey registration - please contact the URL listed below - we would be more than happy to understand your issue and would love hear more on your idea of "dark mode." Thank you again for your time and honest feedback. ### 14. SMG Helps improve our Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Kerrie S. | g, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2021 **What do you like best about SMG - Service Management Group?** SMG, helps shows where we need to improve through our customers input. We value what they have to say, So reading what they want through SMG is a very helpful tool. **What do you dislike about SMG - Service Management Group?** The downside is that it is easy for the customer to make a mistake on your score, if they meant to give you all high remarks but accidently put the wrong choice, you get a negative SMG. **Recommendations to others considering SMG - Service Management Group:** It is a great tool to help you improve product quality, customer service issues, and for management training. **What problems is SMG - Service Management Group solving and how is that benefiting you?** We are solving product issues; the benefits are contacting the customers who are having those issues personally, without it I may not know that they have an issue in the first place. So they can return back to my store and get it fixed, rather than not returning at all. **Official Response from Shelley Bosler:** > Kerri! Thank you for taking the time to provide your feedback! If you would like to learn more about how scores, remarks, + sentiment is impacted - your account management team would be happy to walk you through that process. We always appreciate these thoughtful comments and suggestions. ### 15. Almost Perfect **Rating:** 4.5/5.0 stars **Reviewed by:** Jordan Charles D. | Market Research Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2021 **What do you like best about SMG - Service Management Group?** Abundance of data you can get from the website. **What do you dislike about SMG - Service Management Group?** I cannot filter results when I'm processing Crosstab results. I also cannot rearrange Favorites items in dropdown. **What problems is SMG - Service Management Group solving and how is that benefiting you?** We want to monitor the performance of our stores in terms of satisfying customer needs. ### 16. SMG 360 **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2022 **What do you like best about SMG - Service Management Group?** It is easy to navigate and gives all important information you need on the main page. App is also easy to use. **What do you dislike about SMG - Service Management Group?** The one thing I would like to see improved is the layout of the program. **What problems is SMG - Service Management Group solving and how is that benefiting you?** I can easily access customer service scores to address my team on ways to improve. This only benefits the store sales. ### 17. SMG has a good tool, from listening, consumer, capturing feedback, insights. good tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Restaurants | Enterprise (> 1000 emp.) **Reviewed Date:** December 07, 2021 **What do you like best about SMG - Service Management Group?** The support and flexibility we get from the team. **What do you dislike about SMG - Service Management Group?** The time difference for different regions, sometimes things get delayed. **Recommendations to others considering SMG - Service Management Group:** The team has the capability to execute your thoughts, support in achieving your business goal through consumer insights **What problems is SMG - Service Management Group solving and how is that benefiting you?** What are the pain points in the customer journey? ### 18. Great partners to improve performance! **Rating:** 5.0/5.0 stars **Reviewed by:** Xina T. | Director, Education and Training, Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2021 **What do you like best about SMG - Service Management Group?** SMG provides superb analysis and insights of guest feedback which helps create actionable plans to improve operations and sales. The ability to customize the dashboards for different user groups helps keep teams focused on goals. **What do you dislike about SMG - Service Management Group?** There is nothing to dislike about SMG's service. **What problems is SMG - Service Management Group solving and how is that benefiting you?** We're learning how to improve off-premise sales with guest feedback the insights from SMG. **Official Response from Shelley Bosler:** > Xina, we appreciate you taking the time to review SMG. We appreciate your feedback. Please feel free to share any feedback or suggestions to your SMG team - we are always looking for ways to improve. Thanks again for the great review! ### 19. SMG - Highlights **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about SMG - Service Management Group?** Information that you receive to teach employees **What do you dislike about SMG - Service Management Group?** Not receiving recognition for 4's and 5's in the system **What problems is SMG - Service Management Group solving and how is that benefiting you?** Assign the correct store for the 800 calls. I have received several that don't even belong in my area or state. **Official Response from Shelley Bosler:** > Thank you for taking the time to rate SMG. We always appreciate feedback Please contact our helpline listed below in the URL - we would be more than happy to assist you with any questions about the 800 call you mentioned above. ### 20. Detailed and Thorough Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about SMG - Service Management Group?** The ease of use and ability to set up the platform quickly, they are a good partner in helping us meet our needs and adapt to various challenges we run into with our business **What do you dislike about SMG - Service Management Group?** There are a few limitations, such as adding and removing users in bulk, that can be a pain point, but we were able to work around it efficiently. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Greater in-depth and more accurate surveys and survey results, they helped us increase our overall response rate compared to other providers **Official Response from Shelley Bosler:** > Thank you for your feedback. We appreciate you taking the time to share your experience with SMG. We value your feedback + are always looking for ways improve the value we bring to our clients. Please feel free to share any feedback or suggestions to your SMG team - we are always looking for ways to improve. ### 21. SMG **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2021 **What do you like best about SMG - Service Management Group?** Different reports you can run to get the most out of your data. **What do you dislike about SMG - Service Management Group?** It is a bit difficult to deep dive into the information from the customers. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Helps to know what stores should focus on for customers to make us the business of choice. The benefit to always know how to raise your score by focusing on the correct areas. **Official Response from Shelley Bosler:** > 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. ### 22. Overall, our experience with SMG is fine. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2021 **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. **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. **What problems is SMG - Service Management Group solving and how is that benefiting you?** We currently use SMG for both our Guest Experience and Team Member Experience Surveys. I am on the project team for the Team Member side. We are using SMG to understand how our team members are feeling, what gaps we might have and get a bigger picture of our diversity. **Official Response from Shelley Bosler:** > 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. ### 23. Fan Feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Keyan C. | General Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2021 **What do you like best about SMG - Service Management Group?** I like the ease of access to change dates **What do you dislike about SMG - Service Management Group?** I wish the loading time was a bit faster **What problems is SMG - Service Management Group solving and how is that benefiting you?** We are keeping an eye on our overall satisfaction through the service. It helps me focus on areas that are declining or improving as needed. **Official Response from Shelley Bosler:** > We appreciate you taking the time to evaluate SMG - we always love customer feedback. ### 24. need some front end change **Rating:** 4.0/5.0 stars **Reviewed by:** Ravikiran P. | DIRECTOR, Small-Business (50 or fewer emp.) **Reviewed Date:** April 12, 2021 **What do you like best about SMG - Service Management Group?** good to see the scored and all information at one place **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. **What problems is SMG - Service Management Group solving and how is that benefiting you?** number of surveys and the comments **Official Response from Shelley Bosler:** > 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. ### 25. SMG Scoring **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2021 **What do you like best about SMG - Service Management Group?** It is quick to deliver notifications on complaints and celebrations. **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. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Customer concenrns. Huge benefit is being able to reapond to customers quickly via SMG site. **Official Response from Shelley Bosler:** > 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! ### 26. Great tool to help see what the customer sees **Rating:** 5.0/5.0 stars **Reviewed by:** Cain V. | E, Enterprise (> 1000 emp.) **Reviewed Date:** March 29, 2021 **What do you like best about SMG - Service Management Group?** Able to break down and dig deep into positives and negatives with customers. **What do you dislike about SMG - Service Management Group?** Nothing, I have enjoyed this platform working for two different concepts. **What problems is SMG - Service Management Group solving and how is that benefiting you?** What my customers love, and what customers hate. **Official Response from Shelley Bosler:** > 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. ### 27. general manager **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** April 23, 2021 **What do you like best about SMG - Service Management Group?** I get information direct from the customer **What do you dislike about SMG - Service Management Group?** the difficulty of the report builder. often many surveys dont get counted **Recommendations to others considering SMG - Service Management Group:** use it regularly to make it work for you. not just sometimes **What problems is SMG - Service Management Group solving and how is that benefiting you?** finding out how the store is when i am not there, who is going above and beyond and who isnt trying at all **Official Response from Shelley Bosler:** > 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. ### 28. I Love SMG. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2021 **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. **What do you dislike about SMG - Service Management Group?** I do wish the report building was simpler. **Recommendations to others considering SMG - Service Management Group:** SMG is a must have tool for customer service. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Customer feedback helps us to change poor habit# and fix problems immediately. **Official Response from Shelley Bosler:** > 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! ### 29. Works Well **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Restaurants | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2021 **What do you like best about SMG - Service Management Group?** that you can drill down at any time and get the needed information **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 **Recommendations to others considering SMG - Service Management Group:** its a great tool and provides very affective in attaining information that can grow your business **What problems is SMG - Service Management Group solving and how is that benefiting you?** getting the customer food back helps us find the areas of opportunity with food quality and speed of service. it gives up the times these issues are happening so we can coach rhe correct people with each store. ### 30. Great platform to achieve optimal Customer Service results! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about SMG - Service Management Group?** Text analytics and being able to see true customer pulse and comments! **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. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Many customer service related issues on a team level! I also am able to use it to track what days of the week our areas of opportunity fall. **Official Response from Shelley Bosler:** > 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! ### 31. Feedback Builds Business **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Restaurants | Enterprise (> 1000 emp.) **Reviewed Date:** April 10, 2021 **What do you like best about SMG - Service Management Group?** The amount of data that can be reviewed is so good that you can get down to the time and date a customer was dissatisfied. That gives you the ability to identify where the link was missed and correct performance. **What do you dislike about SMG - Service Management Group?** The amount of steps to get to information. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Problems are easy where staffing or service might be an issue. Correcting time frame issues so that it does not get repeated. **Official Response from Shelley Bosler:** > Thank you for taking the time to review our software. We’re happy to your getting that level of use out of the platform. Please contact your SMG team to learn more about our newest updates and features. We would also love to hear your ideas to improve your user experience. Thanks again for the great review! ### 32. N/a **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Enterprise (> 1000 emp.) **Reviewed Date:** June 28, 2021 **What do you like best about SMG - Service Management Group?** All the results are at your finger tips and easily available reporting **What do you dislike about SMG - Service Management Group?** Nothing. Everything works flawless Good tool to have **Recommendations to others considering SMG - Service Management Group:** Na **What problems is SMG - Service Management Group solving and how is that benefiting you?** Customer service. Helpmidentify where to focus. **Official Response from Shelley Bosler:** > Thank you for your feedback - we appreciate your time! ### 33. I use SMG daily **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 15, 2021 **What do you like best about SMG - Service Management Group?** The Ease and efficiency to the reporting I utilize. **What do you dislike about SMG - Service Management Group?** The auto email reporting does not give me the exact metrics I need. **Recommendations to others considering SMG - Service Management Group:** It is user friendly **What problems is SMG - Service Management Group solving and how is that benefiting you?** Identifying the customer service categories my customers value. **Official Response from Shelley Bosler:** > We value your feedback + are always looking for feedback to better improve your experience with SMG. Regarding your question about report distribution - you can create custom favorite reports, filtered to the exact date range + metrics your looking for. If your having any problems - please contact your Account Management Team or helpline.smg. They would be more than happy to help! ### 34. SMG transformed our business! **Rating:** 5.0/5.0 stars **Reviewed by:** Mandy M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 29, 2020 **What do you like best about SMG - Service Management Group?** Connecting the customer feedback and insights directly to the dollar impact has been amazing. Being able to simply communicate to the field if you make this one change, you will see $X increase in sales. **What do you dislike about SMG - Service Management Group?** I don't have anything I specifically dislike about SMG, but I'd just say the volume of insights is sometimes hard to get through and decide what you would like to focus on. They usually help with that direction too though **Recommendations to others considering SMG - Service Management Group:** SMG has allowed us to look at our business in a different way. It's enabled us to make informed decisions around product lines or a strategic vision based on the most important part of our organization, our customers. We consult our team to create new questions or look at prior text analytic feedback before implementing any new programs. Honestly, I can't imagine how we did all this before them. **What problems is SMG - Service Management Group solving and how is that benefiting you?** There's not enough space here to detail all the benefits after partnering with SMG over 7 years now. For problem solving, I'd say anytime we have a new roll out, product offering, or remodel we use the customer feedback from SMG daily to report on how consumers are responding. We actually just pulled a new product entirely based on feedback from consumers through SMG. ### 35. Dials into customer feedback. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2021 **What do you like best about SMG - Service Management Group?** Easy to track, helpful to find customer feedback on one page **What do you dislike about SMG - Service Management Group?** Quick score emails don't relate current monthly scores. Can't see monthly score on dashboard page on the app **What problems is SMG - Service Management Group solving and how is that benefiting you?** Helps to dial into the business. Improves service by day part and overall **Official Response from Shelley Bosler:** > Thank you for taking the time to review SMG software + services. Regarding your question about "quick score emails + monthly score on dashboard" you have the ability to change the date range in quick score emails or create custom favorite reports within the report builder. Please contact your Account Management team - they will be happy to assist you. You can also go to helpline.smg.com further support. ### 36. THe SMG team has been very supportive and is great to work with. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2020 **What do you like best about SMG - Service Management Group?** They are very inquisitive to learn more about our business. We've experienced significant change throughout COVID and they have been helpful to have our patient survey evolve as our services have evolved. **What do you dislike about SMG - Service Management Group?** I wouldn't say there is anything I dislike. I would like to see more insights they can share on industry trends and learnings they have gathered elsewhere they believe may be applicable to our needs. **What problems is SMG - Service Management Group solving and how is that benefiting you?** We are utilizing the data to identify issues at location level for coaching and development. We are also solving for more global issues as we implement and refine new services. ### 37. Reliable and secure customer feedback programme providing actionable insights **Rating:** 5.0/5.0 stars **Reviewed by:** Petar D. | Operations Insights Officer, Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2020 **What do you like best about SMG - Service Management Group?** SMG regular updates on trends and actionable insights. They provide an external view of our customer base while in the same time keeping close connection with our brand and operational reality. SMG are agile when managing and updating the programme. This allows us to change the programme in the same time as our business priorities. SMG keep connections with key departments and operational members in our organisation. **What do you dislike about SMG - Service Management Group?** The technology that SMG use seems a bit behind compared to other companies. They do invest in various modules and while they do the job, the main dashboards seem outdated. While great in providing biannual insights, we could do with a bit more live insights and promotional analysis. The profanity filters of the open end questions are picking up most words, but are not picking up any context which could be damaging for readers - this needs improvement. **Recommendations to others considering SMG - Service Management Group:** SMG are easy to implement and set up. It is a delight to work with the UK team at SMG. They have professional researchers, account managers and directors and all level support. **What problems is SMG - Service Management Group solving and how is that benefiting you?** SMG are helping us by providing insights into our operational practices, menu, marketing and internal communication. We use both CX and colleague survey which allows us to link our staff satisfaction with the customer satisfaction. We are yet to see this as connection in more details, as the colleague module is relatively new. With the help of SMG we've identified products that are not profitable and in the same time not liked by our customers. This always helps us optimise our menu for the best. ### 38. SMG **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2021 **What do you like best about SMG - Service Management Group?** the ease to navigate through and gather the information I need **What do you dislike about SMG - Service Management Group?** not being able to see exactly how many surveys we received **What problems is SMG - Service Management Group solving and how is that benefiting you?** Learning what customers want us to do better **Official Response from Shelley Bosler:** > Thank you for the great review. We appreciate you taking the time to share your experience with SMG. We value your feedback + are always looking for ways improve the value we bring to our clients. You Account Management team can assist you with configuring the what addition information (i.e.., survey data) you would like to see. You can also contact SMG at helpline.smg.com for further assistance. ### 39. Good knowledge base **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about SMG - Service Management Group?** Excellent account support; continuous improvement on user interface of database. **What do you dislike about SMG - Service Management Group?** Cannot get direct/regular information on competitive benchmarks outside of biannual reviews with basic package **What problems is SMG - Service Management Group solving and how is that benefiting you?** Good tool to create internal alignment on true issues and their magnitude **Official Response from Shelley Bosler:** > We value your feedback + are always looking for feedback to better improve your experience with SMG. Regarding your question about competitive benchmarks - I highly recommend you reach our to your account management team - they will be more than happy to help you. You can also contact them via helpline.smg.com. Thanks again for the great review! ### 40. Easy to understand **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 12, 2021 **What do you like best about SMG - Service Management Group?** Easy to filter comment according to words and sentiments **What do you dislike about SMG - Service Management Group?** Cannot find per day responses and can not filter of accord into day **What problems is SMG - Service Management Group solving and how is that benefiting you?** No **Official Response from Shelley Bosler:** > Thank you for taking the time to review SMG. We always appreciate feedback. I recommend contacting your account management team to help assist you with your filtering options. You can also contact helpline.smg.com for further support. ### 41. Results with actionable guidance **Rating:** 5.0/5.0 stars **Reviewed by:** Michael I. | Director, Operations Systems & Performance, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2020 **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 **What do you dislike about SMG - Service Management Group?** Limited chart export options within reports **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. ### 42. Best Decision We Made Was Choosing SMG **Rating:** 4.5/5.0 stars **Reviewed by:** Amy M. | Director of Retail Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** February 29, 2020 **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. **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! **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. ### 43. Identify insights through Satisfaction Survey **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** March 17, 2020 **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. **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. **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. ### 44. SMG is a partner with expertise I can rely on. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2020 **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. **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. **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. **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. ### 45. Actionable feedback and insights that improve the customer experience. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 29, 2020 **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. **What do you dislike about SMG - Service Management Group?** No specific dislikes or downsides a this time. **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. ### 46. Vice President, Operations Services **Rating:** 5.0/5.0 stars **Reviewed by:** Rich G. | Enterprise (> 1000 emp.) **Reviewed Date:** May 29, 2020 **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. **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. **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. ### 47. The team at SMG is a be of service mindset, an extension of our company team. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Enterprise (> 1000 emp.) **Reviewed Date:** July 01, 2020 **What do you like best about SMG - Service Management Group?** There team is both responsive and great at anticipating our needs as an organization. **What do you dislike about SMG - Service Management Group?** I have not found any dislikes at this point **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 ### 48. Solid Performance and a broad and compelling roadmap **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2020 **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. **What do you dislike about SMG - Service Management Group?** No real areas to complain of ;) Everything good for us. **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 ### 49. SMG is easy to use and provides actionable insights for my business **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2020 **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. **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. **What problems is SMG - Service Management Group solving and how is that benefiting you?** Evaluating red flags within our business operations ### 50. very modified **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2018 **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. **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. **What do you dislike about SMG - Service Management Group?** nothing in particular. mobile app could be a little more modified ## SMG - Service Management Group 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](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) - 1 comment, 1 upvote - [what is the best way to get the weekly and period reports to send on there own](https://www.g2.com/discussions/36762-what-is-the-best-way-to-get-the-weekly-and-period-reports-to-send-on-there-own) - 1 comment, 1 upvote - [View SMG - Service Management Group pricing details and edition comparison](https://www.g2.com/products/smg-service-management-group/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-13+23%3A51%3A54+-0500&secure%5Bsession_id%5D=ac500d52-e0f2-46e8-b6d8-c9a10f77055e&secure%5Btoken%5D=7d7ddade04f65637c103d28c17e647f60554d8517073338f4d2d3c1da841adf4&format=llm_user) ## SMG - Service Management Group Features **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score - Customer Effort Score (CES) - Gamification **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Generative AI** - AI Text Generation - AI Text Summarization **Platform Basics** - Performance Benchmarking - Reporting & Dashboards - Interoperability **Customization** - Stakeholder Management - Multilanguage Support - Multiple Branding Support - Vertical-specific Solutions **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Platform Content** - Employee Pulse Surveys - Survey Customization - Goal and Challenge Creation - Science-based templates **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Generative AI** - AI Text Generation - AI Text Summarization **Platform Additional Functionality** - Employee Segmenting - Goal and Challenge Creation - Peer Recognition - Social Feedback Portal **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Platform** - Customization - Integration APIs - Internationalization - User, Role, and Access Management - Dashboards ## Top SMG - Service Management Group Alternatives - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - 4.3/5.0 (725 reviews) - [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) - 4.5/5.0 (207 reviews) - [SAP SuccessFactors HCM](https://www.g2.com/products/sap-sap-successfactors-hcm/reviews) - 4.1/5.0 (1,474 reviews)