The best way to battle an economic downturn?

Turn up your focus on experiences.

SMG is a leader in experience management (XM), helping brands determine what matters and how to act on it. As the industry’s only software with a service (SwaS) provider, we uniquely pair an enterprise platform with professional services–making it faster and easier to see value at a time when value really matters.

SMG has served as a partner and trusted advisor, helping us create alignment across our customer journey, advance our feedback collection methods, and deliver insights faster.

VP, Customer Experience | Party City

The smg360® app is fantastic….when I see accolades from a guest that are worthy of recognition, I will forward it back to the operator with my own note of positive reinforcement.

CEO | Firehouse Subs

Partnering with SMG has allowed us to increase automation, reduce costs, and improve the contact center experience for our customers.

VP Strategy + Transformation | CKE

The human experience is at stake

Operations. Marketing. Consumer insights. HR. These are the teams using our enterprise platform and professional services day in and day out to change the human experience. It’s about taking informed actions that lead to tangible business outcomes.

What we offer

Our industry-tuned smg360® platform + services packages allow brands to choose the options that best meet their needs.

More than 500 brands partner with SMG to drive XM results

McDonalds Logo
Sally Beauty Logo
Party City logo
Chick-fil-A logo
Papa Johns Logo
AMC logo
Taco Bell Logo
Giant Eagle logo
Krispy Kreme Logo
The Fresh Market logo
Pandora logo
Kroger logo
Wendys logo
Shell logo
Chipotle logo
European Wax Center logo
KFC logo
Valvoline logo
Michaels logo
Panda Express logo
Books-A-Million logo
Dairy Queen logo
Qdoba logo
papa murphys logo
smg360 customer experience management app

The industry’s highest-rated reporting app puts the power of CX data in your hands

Empower on-the-go employees with role-based data views, real-time alerting + case management, text analytics, and 24/7 access to critical metrics.

Analyst-evaluated ROI

If you want to compete on customer experience, you have to choose an ROI-driven solution. SMG commissioned Forrester Consulting to conduct a Total Economic Impact™ study of the smg360® CX solution, identifying the real-world ROI a composite organization saw through their program.

Forrester ROI

The SMG advantage


active + passive signals per year


of feedback data from non-survey sources


API/out-of-the-box integrations


daily active users


annual platform enhancements*

Highest score

possible in the customer relationship, success, and support criterion*

Clients 3X as likely

to realize strategic program execution

10+ years

average CX experience per employee

Highest score

possible in the services strategy criterion*

“A standout

when it comes to developing insights and partnership”*


Top Partnership Insights awarded

Clients 2x as likely

to take action on insights

“…deep expertise

in delivering highly relevant and actionable insights”*


The Forrester Wave™: Customer Feedback Management Platforms, Q2, 2021

Vertical Leader

Omdia Market Radar: AI-enabled Experience Management Platforms


G2 Grid Report for Experience Management, Summer 2021


Gartner Magic Quadrant for Voice of the Customer

CX partner

for more than 50% of NRN’s Top 50 Restaurants + 20% of NRF’s Top 20 Retailers

*The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021

Drive business outcomes

With more than 30 years of experience rooted in The Service Profit Chain research methodology, SMG’s approach to experience management is proven to help clients:

smg360 dashboard
generate revenue icon
Generate new revenue
  • Attract more customers/buyers
  • Open more channels
  • Expand product offerings
grow revenue icon
Grow existing revenue
  • Increase lifetime value
  • Reduce return cycles
  • Build loyalty for the brand
reduce churn icon
Reduce churn + detractors
  • Lessen at-risk revenue
  • Recover lost customers
  • Curb employee churn
drive efficiencies icon
Drive operational efficiencies
  • Serve customers better
  • Reduce costs to operate
  • Increase employee satisfaction

enterprise experience management

Our end-to-end experience management platform delivers always-on insight. Users can immediately see what’s going well and what needs to be fixed to drive better experiences for customers and employees.

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