Grocery Customer Experience Management

Expectations for grocery experiences have increased to keep pace with other industries, with more shoppers interacting with you on their own terms across multiple channels. With end-to-end measurement solutions, integrated reporting tools, and hands-on professional services, SMG is focused on keeping your brand at the forefront of customers’ minds.

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CX + EX management

By combining customer + employee feedback in an integrated reporting platform, you can access deeper insights to make more informed business decisions.


Brand experience

SMG’s brand experience solution helps organizations understand what customers really think and do through traditional brand trackers, branded competitive benchmarks, and real-time behavioral insights + visit metrics from millions of consumers. Our dedicated team of brand research experts helps you answer critical business questions and gain deeper perspective on your customer, your brand, and the market.

Overall satisfaction stats

Grocery benchmarks

We have the most robust grocery benchmarks in the industry—enabling clients to compare performance against industry averages and same-segment competitors based on billions of quantitative + qualitative inputs from customer feedback.

The insights SMG shared with us were very actionable, and I specifically refer to it as a ‘light bulb moment’ in the development of our business.

Senior Director, eCommerce Operations | Giant Eagle

We can optimize store performance and leverage the insights SMG provides to better train team members and improve the performance of future stores.

VP of Marketing | Fresh Thyme

With SMG in place, we know that our decisions are backed by accurate data.

Director of Operations | Heinen’s

List of professional services

Professional services

Don’t settle for being data rich but insights poor. SMG’s client insights teams + advanced-degree researchers partner proactively each step of the way to help you turn mountains of feedback + behavioral data into actionable insights for your business.

Top Partnership Insight Award | Heinen’s Fine Foods
Executive Brief , Playbook
Interactive XM Playbook | Grocery
How the grocery industry can earn “share of stomach” with fresh-and-prepared food

Get in touch with our industry experts.