--- 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: '2026-08-07' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # SMG - Service Management Group Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by SMG - Service Management Group but has limited features. Are you part of the SMG - Service Management Group team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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. * * * Seller [SMG - Service Management Group](https://www.g2.com/sellers/smg-service-management-group) Discussions [SMG - Service Management Group Community](https://www.g2.com/products/smg-service-management-group/discuss) Languages Supported Danish, German, English, French, Italian, Japanese, Korean, Dutch, Portuguese, Russian, Spanish, Swedish, Chinese (Simplified), Chinese (Traditional) Solution Type All-in-One Overview by Stephen Shaffer Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 3 months [ View More Pricing Information ](https://www.g2.com/products/smg-service-management-group/pricing) ## Top-Rated Alternatives [ ![Qualtrics Customer Experience](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Qualtrics Customer Experience") Qualtrics Customer Experience 4.3/5(751) ](https://www.g2.com/products/qualtrics-customer-experience/reviews) [ ![Medallia Customer Experience](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Medallia Customer Experience") Medallia Customer Experience 4.5/5(210) ](https://www.g2.com/products/medallia-customer-experience/reviews) [ ![SAP SuccessFactors HCM](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SAP SuccessFactors HCM") SAP SuccessFactors HCM 4.1/5(1,657) ](https://www.g2.com/products/sap-sap-successfactors-hcm/reviews) [ View All Alternatives ](https://www.g2.com/products/smg-service-management-group/competitors/alternatives) ## User Insights Average based on 50 real user reviews. Implementation Time 3 months [Log in to unlock pricing and user insights](/login) NC Nathan C. Director of Operations Enterprise (\> 1000 emp.) 4/25/2022 "Moderate experience and use" 4/5 What do you like best about SMG - Service Management Group? Accessibility of reports and ease of interface, have more graphs on the homepage. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? The report builder interface could be more user friendly, easier to navigate. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite EF Eric F. District Manager Mid-Market (51-1000 emp.) 6/27/2021 "Good product for getting information from customers experiences" 4/5 What do you like best about SMG - Service Management Group? Quick links in order to have fast accessed setup Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4828853/official_response/edit) 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. [See how SMG - Service Management Group improved](https://helpline.smg.com/) 7/7/2021 Current UserValidated ReviewerIncentivizedSource: Seller invite MP Maxim A. P. Operations Manager Enterprise (\> 1000 emp.) 10/26/2021 "Pretty Good" 5/5 What do you like best about SMG - Service Management Group? I like how it is almost idiot-proof. Almost. Review collected by and hosted on G2.com. 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). Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: See above. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-5079512/official_response/edit) 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. [See how SMG - Service Management Group improved](https://helpline.smg.com/) Current UserValidated ReviewerIncentivizedSource: Seller invite KS Kerrie S. g Mid-Market (51-1000 emp.) 6/9/2021 "SMG Helps improve our Customer Service" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4789316/official_response/edit) 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. Current UserValidated ReviewerIncentivizedSource: Seller invite ![Jordan Charles D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jordan Charles D.") JD Jordan Charles D. Market Research Officer Small-Business (50 or fewer emp.) 12/12/2021 "Almost Perfect" 4.5/5 What do you like best about SMG - Service Management Group? Abundance of data you can get from the website. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Mid-Market (51-1000 emp.) 1/2/2022 "SMG 360" 4/5 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. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? The one thing I would like to see improved is the layout of the program. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Restaurants](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Restaurants") UR Verified User in Restaurants Enterprise (\> 1000 emp.) 12/7/2021 "SMG has a good tool, from listening, consumer, capturing feedback, insights. good tool" 4.5/5 What do you like best about SMG - Service Management Group? The support and flexibility we get from the team. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? The time difference for different regions, sometimes things get delayed. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? What are the pain points in the customer journey? Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic XT Xina T. Director, Education and Training Mid-Market (51-1000 emp.) 8/17/2021 "Great partners to improve performance!" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? There is nothing to dislike about SMG's service. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4943843/official_response/edit) 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! Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Hospitality](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospitality") UH Verified User in Hospitality Enterprise (\> 1000 emp.) 10/20/2021 "SMG - Highlights" 3.5/5 What do you like best about SMG - Service Management Group? Information that you receive to teach employees Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Not receiving recognition for 4's and 5's in the system Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-5070679/official_response/edit) 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. [See how SMG - Service Management Group improved](https://helpline.smg.com/) Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Consumer Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Services") AC Verified User in Consumer Services Mid-Market (51-1000 emp.) 8/19/2021 "Detailed and Thorough Platform" 4/5 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Response from Shelley Bosler of SMG - Service Management Group [Editedit](https://www.g2.com/survey_responses/smg-service-management-group-review-4954058/official_response/edit) 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. Validated ReviewerIncentivizedSource: G2 invite ## Questions about SMG - Service Management Group? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about SMG - Service Management Group ](https://www.g2.com/products/smg-service-management-group/discussions/new) SF Shawn Floyd • Last activity about 5 years ago what is the best way to get the weekly and period reports to send on there own 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/36762-what-is-the-best-way-to-get-the-weekly-and-period-reports-to-send-on-there-own) KC Kendra Conn • Last activity almost 4 years ago 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 Upvote 1 [ Join the conversation ](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) [ View all Discussions ](https://www.g2.com/products/smg-service-management-group/discuss) ##### Pricing Pricing details for this product isn’t currently available. Visit the vendor’s website to learn more. 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