--- 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 Pros and Cons: Top Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users commend the **customer focus** of SMG, appreciating their understanding of unique business needs and valuable insights. [(3 mentions)](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951864&qs=pros-and-cons#reviews) Users value the **helpful account team** for their understanding of business needs and valuable insights. [(2 mentions)](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951866&qs=pros-and-cons#reviews) Users value the **insightful analysis** provided by SMG's team, which greatly enhances business understanding and solutions. [(2 mentions)](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1509946&qs=pros-and-cons#reviews) Users value the **insightful analysis** from SMG's team, enhancing their understanding of business needs effectively. [(1 mentions)](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1509913&qs=pros-and-cons#reviews) Users value the **dedicated customer support** that effectively understands and enhances their survey program experience. [(1 mentions)](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951859&qs=pros-and-cons#reviews) Users often face **delay issues** with research projects in SMG, impacting overall productivity and timelines. [(1 mentions)](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951854&qs=pros-and-cons#reviews) Users often find that **research projects take too long** , leading to frustrations with efficiency and productivity. [(1 mentions)](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951862&qs=pros-and-cons#reviews) ### Top Pros or Advantages of SMG - Service Management Group ##### 1. Customer Focus Users commend the **customer focus** of SMG, appreciating their understanding of unique business needs and valuable insights. [ See 3 mentions ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951864&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Great account and insights team" What do you like about SMG - Service Management Group? Incredibly account team who understands the needs of our business. Insights team provides lots of value analysis. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Enterprise (\> 1000 emp.) 4.5/5 "Valued partnership" What do you like 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 thr ##### 2. Helpful Users value the **helpful account team** for their understanding of business needs and valuable insights. [ See 2 mentions ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951866&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Great account and insights team" What do you like about SMG - Service Management Group? Incredibly account team who understands the needs of our business. Insights team provides lots of value analysis. BL Bo L. Small-Business (50 or fewer emp.) 4.5/5 "Valuable Partnership with SMG" What do you like 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 o ##### 3. Insights Generation Users value the **insightful analysis** provided by SMG's team, which greatly enhances business understanding and solutions. [ See 2 mentions ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1509946&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Great account and insights team" What do you like about SMG - Service Management Group? Incredibly account team who understands the needs of our business. Insights team provides lots of value analysis. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Enterprise (\> 1000 emp.) 4.5/5 "Valued partnership" What do you like 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 thr ##### 4. Customer Insights Users value the **insightful analysis** from SMG's team, enhancing their understanding of business needs effectively. [ See 1 mentions ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1509913&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Great account and insights team" What do you like about SMG - Service Management Group? Incredibly account team who understands the needs of our business. Insights team provides lots of value analysis. ##### 5. Customer Support Users value the **dedicated customer support** that effectively understands and enhances their survey program experience. [ See 1 mentions ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951859&qs=pros-and-cons#reviews) See Related User Reviews BL Bo L. Small-Business (50 or fewer emp.) 4.5/5 "Valuable Partnership with SMG" What do you like 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 o ### Top Cons or Disadvantages of SMG - Service Management Group ##### 1. Delay Issues Users often face **delay issues** with research projects in SMG, impacting overall productivity and timelines. [ See 1 mentions ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951854&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Great account and insights team" What do you dislike about SMG - Service Management Group? Research projects (outside of VOC work) take too long. ##### 2. Time-Consumption Users often find that **research projects take too long** , leading to frustrations with efficiency and productivity. [ See 1 mentions ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951862&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Great account and insights team" What do you dislike about SMG - Service Management Group? Research projects (outside of VOC work) take too long. ## Top-Rated Alternatives [ ![Qualtrics Customer Experience](https://images.g2crowd.com/uploads/product/hd_favicon/8890eea0cb317c903c079caf28914e83/qualtrics-customer-experience%282%29.svg "Qualtrics Customer Experience") Qualtrics Customer Experience 4.3/5(751) ](https://www.g2.com/products/qualtrics-customer-experience/reviews) [ ![Medallia Customer Experience](https://images.g2crowd.com/uploads/product/hd_favicon/8b51395a78dd593b61bd23efdd512d12/medallia-customer-experience.svg "Medallia Customer Experience") Medallia Customer Experience 4.5/5(210) ](https://www.g2.com/products/medallia-customer-experience/reviews) [ ![SAP SuccessFactors HCM](https://images.g2crowd.com/uploads/product/hd_favicon/edf2d15ffc689390deffd10a34a9fc03/sap-sap-successfactors-hcm.svg "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) BL Bo L. Vice President of Marketing Small-Business (50 or fewer emp.) 11/13/2024 "Valuable Partnership with SMG" 4.5/5 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. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? There has been a bit of team member turnover. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Enterprise (\> 1000 emp.) 11/18/2024 "Valued partnership" 4.5/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Enterprise (\> 1000 emp.) 11/19/2024 "Great account and insights team" 4/5 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. Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Research projects (outside of VOC work) take too long. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic AS adrian s. Tech Small-Business (50 or fewer emp.) 6/18/2024 "Customer service" 5/5 What do you like best about SMG - Service Management Group? Being able to see all reviews in one area Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? No dislike it runs well and use it everyday Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Thank You page ![Cindy M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Cindy M.") CM Cindy M. Vice President of Brand Experience Enterprise (\> 1000 emp.) 2/18/2020 "SMG has helped us solve challenging business questions." 5/5 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". Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is SMG - Service Management Group solving and how is that benefiting you? helps us inspect what we expect. 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-4118783/official_response/edit) 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 7/7/2023 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller CW Christina W. Area Supervisor Mid-Market (51-1000 emp.) 6/11/2022 "I enjoy hearing back from our valued customers" 5/5 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite LL Lea L. District Manager Small-Business (50 or fewer emp.) 6/30/2022 "Great Feedback Tool" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Michael W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Michael W.") MW Michael W. D Mid-Market (51-1000 emp.) 6/24/2022 "Valuable asset for our business" 5/5 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 Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? information can be overwhelming at first Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite JB Justin B. R Mid-Market (51-1000 emp.) 6/21/2022 "In depth reporting" 4.5/5 What do you like best about SMG - Service Management Group? Being able to read a high volume of guest comments Review collected by and hosted on G2.com. What do you dislike about SMG - Service Management Group? Almost too in depth, some features are unclear Review collected by and hosted on G2.com. Recommendations to others considering SMG - Service Management Group: Make sure to use tutorials to get the most out 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? Identify issues quicker via guest feedback than personal observation Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Restaurants](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Restaurants") AR Verified User in Restaurants Enterprise (\> 1000 emp.) 12/9/2021 "SMG is the best partner to get your goals based on data driven decisions" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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'. Review collected by and hosted on G2.com. 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