Online Reporting System

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Blog

  • Customer-centric initiatives take center stage at Retail Week Live

    SMG Insights | Mar 19, 2015
    We thoroughly enjoyed playing a key role at Retail Week Live in London last week. To see so many retailers talking about genuinely putting customers back at the heart of the business, both by listening and looking for ways to take action, was refreshing and exciting.
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  • Does more holiday traffic mean less manager interaction?

    SMG Insights | Dec 10, 2014
    It’s that time of year—when your restaurants fill with holiday shoppers, and you wonder if it’s still possible to deliver on the basics. With that in mind, SMG wanted to know whether managers are more or less attentive to customers during the holidays.
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  • Are guests looking for something different when they’re away from home?

    SMG Insights | Nov 6, 2014
    With people getting ready to hit the road for the holiday season, we explored how consumer preferences change when they’re away from home. We used SurveyMini®—SMG’s location-based consumer research app—to find out, collecting behavioral data from 920,141 visits to 329 restaurant brands.
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  • Which MLB stadium hits a home run with fans?

    SMG Insights | Oct 21, 2014
    We used SurveyMini to uncover which MLB playoff stadiums hit a home run with fans. See how the 8 playoff stadiums did on food and beverage quality, cleanliness of restrooms, and overall satisfaction—and who emerged as the postseason champ of fan satisfaction.
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  • Is it possible to transform a lapsed guest into a regular?

    SMG Insights | Oct 14, 2014
    In June, we used SurveyMini®--SMG’s location-based consumer research app—to show how a highly satisfying experience drives quicker return visits (you can read about it here). For our October edition, we again used SurveyMini to explore actual return behavior of lapsed guests.
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  • We shared. We learned. We celebrated. We created impact.

    SMG Insights | Sep 19, 2014
    We just wrapped up 3 crazy impactful days at our annual Power User Exchange. More than 100 clients and prospects joined us in Kansas City for collaborative workshops, roundtables, and idea exchange. Famed improv group The Second City led our keynote address and provided some laughs along the way.
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  • Do kids’ programs make a difference?

    SMG Insights | Sep 11, 2014
    For our latest Hit or Myth, we used SurveyMini®—SMG’s location-based consumer research app—to investigate what happens when kids pick the restaurant, and whether kids’ programs play a role.
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  • How does your brand fare when guests are traveling?

    SMG Insights | Aug 28, 2014
    With so many people hitting the road during the busy summer season, we wanted to focus on these traveling guests in our latest Hit or Myth. For this edition we used SurveyMini—SMG’s location-based consumer research app—to see how behavior changes when guests are outside of their home market.
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  • Paul Hunt hired to structure domestic and international growth

    SMG Insights | Aug 11, 2014
    Service Management Group (SMG) hires Paul Hunt as global head of sales. SMG is the global leader in customer experience measurement and tops the industry in shopper insights with its consumer-facing mobile research app, SurveyMini®.
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  • Does a highly satisfying experience really drive return?

    SMG Insights | Jun 18, 2014
    For this month’s Hit or Myth, we used SurveyMini’s GPS-detection technology to track actual return behavior of nearly 20,000 consumers. We already know highly satisfied guests report higher likelihood of returning, but what does their behavior show us?
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  • Is restaurant age just a number?

    SMG Insights | May 14, 2014
    For this month’s Hit or Myth published in Nation’s Restaurant News, we examined the link between restaurant age and cleanliness. We found Cleanliness scores steadily decline as restaurants age, but it’s at the 7–9 year stage that restaurants should consider remodeling. When restaurants reach the 10-year mark, Cleanliness scores dip below the average, and Intent to Recommend decreases by 4 percentage points.
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  • New Report Coming Tomorrow: Dollar Wins Big at Easter

    SMG Insights | May 7, 2014
    Securing seasonal placement for holiday products is essential for awareness and sell-through, as this is where the majority of Easter purchases are made. In addition, Dollar saw success from displays placed at the front of the store. Activation plans that help move shoppers around the store can increase seasonal purchases and basket attachment.
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  • Service Management Group (SMG) promotes Chris Egan to President and Chief Operating Officer

    SMG Insights | Apr 10, 2014
    Service Management Group, Inc. (SMG) has announced the promotion of Chris Egan to President and COO. Egan oversees client services, research, and sales. Chairman and CEO Andy Fromm continues to focus on product innovation and global expansion while remaining accessible to clients.
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  • How do outdoor diners rate your restaurant experience?

    SMG Insights | Apr 8, 2014
    This month, with the weather finally beginning to warm up, we looked at how the experience changes for diners who choose to eat outside.
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  • SMG to provide customer experience program to McDonald's USA

    SMG Insights | Apr 1, 2014
    Service Management Group, Inc. (SMG) has been selected by McDonald’s USA to provide a customer feedback program to approximately 14,000 U.S. restaurants. Customers will be able to offer real-time feedback on their restaurant experiences by accessing an easy-to-use website via any Internet-enabled device.
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  • Does customer behavior match their New Year’s resolutions?

    SMG Insights | Mar 20, 2014
    As you might remember from our research posted in January, we found 18% of frequent fast-food, fast-casual, and casual-dining customers planned to eat healthier in the new year. So how did this resolution actually play out?
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  • What does text analytics tell us about customers that mention price and friendliness?

    SMG Insights | Feb 13, 2014
    It can be easy to believe that if customers aren’t happy with price, they won’t be happy with anything. Our Text Analytics Benchmark Database shows this isn’t true. We analyzed more than 1.2 million open-ended comments and found that when guests mention friendliness positively and price negatively, they’re far more likely to return than if the opposite were true. In fact, a 23% point gap exists between these two groups of customers, proving the strong positive influence a friendly server can have on the guest experience.
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  • MIT big data expert hired to lead SMG’S mobile platform

    SMG Insights | Jan 23, 2014
    Kansas City-based Service Management Group (SMG) has added a senior engineering professional to lead its mobile technology development. R. Louis Bellaire, Ph.D. was named Vice President Mobile Technology.
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  • Are customers of your restaurant category concerned with healthy eating in the new year?

    SMG Insights | Jan 16, 2014
    Despite the perception that fast-casual customers are more interested in eating healthy than customers of other restaurant categories, SMG found 18% of frequent diners to fast-food, fast-casual, and casual-dining restaurants resolve to eat healthier in the new year. It appears to be a common desire for all customers – no matter where they usually eat. Of course the desire to eat healthier doesn’t always translate to changes in behavior, but restaurants can offer healthy menu options to help consumers stay true to their resolutions and keep frequent customers coming back.
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  • Do Christmas Eve diners have a cheery experience?

    SMG Insights | Dec 6, 2013
    Actually, compared to other Mondays in December, large parties have a deflated experience on Christmas Eve. Analysis of casual dining concepts in December 2012 revealed several important measures took a dip on the holiday for large parties. Atmosphere scores, which operators might expect to be elevated on this holiday, were nearly 10% points lower.
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