About Us

SMG is famous for its culture—both in our local communities and across our client base. And our culture is driven by our people. That’s why hundreds of the world’s leading brands partner with SMG, regularly citing our shared commitment to excellence, passion for service, and unrelenting drive to inspire exceptional experiences.

OUR VISION

Make human experiences the heart of every business.

MISSION

Accelerate value by changing how brands act on customer + employee insights.

smg leaders
VALUES

Teamwork | Recognize and reward cooperation; collaborate to define and accomplish common goals

Integrity | Consistently do the right thing; be honest and always keep your word

Excellence | Establish and maintain very high standards for quality and achievement

Respect | Value others; acknowledge that others’ ideas and views matter, treat everyone fairly

Service | Be helpful; proactively deliver on others’ expectations, be responsive and adaptable

Our history

1991

SMG founded as a unit of KC ad agency Barkley

1991

Launched employee experience solution

1995

Launched customer experience solution

1997

SMG co-founder Leonard Schlesinger published "The Service Profit Chain"

1999

SMG spun off from Barkley as an independent company

2003

Introduced competitive benchmarks to the marketplace

2007

Launched brand experience solution

2012

Launched top-rated smg360® mobile reporting app

2016

Launched digital feedback + call center solutions

2020

Patent granted for tracking consumer brand strength data

2020

Patent granted for capturing consumer location + behavior

2021

Identified by Forrester as a Leader in Customer Feedback Management Wave

2021

Received significant strategic investment from Brentwood Associates

Culture

We created our company to be the leader in customer and employee insight. It’s literally what we were born to do and we actively nurture its growth. We encourage strong collaboration across departments, teams, and industries and equip our members with the right tools for the job. We champion respect, communication, and personal advancement. And we believe that because we love what we do, you’ll love the results.

Careers

SMG is certified as a Great Place to Work—and that’s largely due to the quality of our people. Because we put such a premium on hiring candidates who uphold our values, add to our culture, and excel in their personal professional development, it’s no surprise we’re always growing. Check out our careers page to find the right role for you.

SMG by the numbers

smg company map and stats

Diversity, equity, and inclusion

We firmly believe all benefit when everyone is heard, recognized, and valued. Our commitment to diversity, equity, and inclusion fundamentally shapes and influences how we operate as a company—from recruiting + hiring practices to ongoing training initiatives, interpersonal communications, and everything in between.

We embrace our collective differences and value how they enhance SMG’s ability to achieve its overall mission. Our workplace policies and practices support the cultural tone of inclusion and respect for all employees, partners, and suppliers—enhancing the work we do for our clients and fueling our success.

Want to know more about SMG?

Learn how the research methodology that started it all continues to drive employee engagement strategies, customer experience improvements, and profitable sales growth.