Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Solutions from industry leaders
Data you can trust
Holistic customer + employee journeys
Localized opportunities for improvement
Deliver on customer intent
Better reputation, better relationships
Facilitate first-rate customer connections
Understand your customers + competition
Employee engagement opportunities
Customizable, powerful, actionable
Customized access to data
Machine learning algorithms
Agile answers to complex problems
See how you rank
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
Evolve from data-driven to insights-driven.
XM program management partners dedicated to helping you move your business forward
Answer your specific business challenges with measurable results + tangible ROI
Uniquely combining an end-to-end platform with hands-on professional services
Deliver uniquely positive experiences.
Improve business outcomes across expanding touchpoints + evolving expectations
Drive engagement + reduce turnover at every stage of the employee life cycle
Gain a deeper perspective with brand tracking, branded benchmarks, + behavioral insights
Industry-specific XM solutions
Tailored insights for every touchpoint
Online + offline customer management
Differentiate your service experience
Cross-channel shopper interactions
Data for agile actions
Drive customer lifetime value
Customized + proven support
Proactive partnership at every step, designed to move your business forward
Success comes when you can justify XM investments + future-proof your business
See how top-tier brands use SMG’s XM platform to achieve meaningful outcomes
On-demand XM education
Industry insights and updates
Access hundreds of assets
Demonstrated client impact
Industry data shaping the future
See the business impact
The value of improved EX
A leader in enterprise XM
Catalysts for change
Platform + professional services
Loyal employees –> loyal customers
Meet the SMG team
Your hub for XM updates
Creating inspired experiences
Restaurant experience management
TOP 50 RESTAURANTS
TOP 10 CONCEPTS
TOP 20 RETAILERS
Do you know the value + business impact of improved customer experiences across touchpoints?
How will it impact your business to deploy an EX program that reduces employee churn?
We combine attitudinal research (what customers think) with behavioral data (what they actually do) to provide competitive benchmarking and actionable insights on how to influence consumers at each stage in the purchase conversion funnel.
We have the most robust restaurant 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.
Partnering with SMG has allowed us to increase automation, reduce costs, and improve the contact center experience for our customers.
VP, Strategy + Transformation | CKE
We love our SMG team, they are great partners in helping us really take things to the next level.
Senior Principal Team Leader, Customer & Market Insights | Chick-fil-A
SMG brings a great deal of restaurant industry experience to the table, and the industry benchmarks and research insights they provide are added value that will help us continually advance our program.
Vice President of Off-Premises & Menu | QDOBA
SMG offers the professional services and technology solutions we need to serve our guests—enhancing their experience and earning their loyalty.
Senior Manager of Customer Experience | Papa Murphy’s
Our partnership with SMG has allowed us to learn from customer feedback and uncover insights that have helped us improve same-store sales company-wide.
CEO and President | Krispy Kreme Doughnut Japan Co., Ltd.
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 restaurant business.
Omdia Market Radar: AI-enabled Experience Management Platforms
Restaurant brands have any number of options to improve the customer experience, but to enact change that really moves the needle for customers, collecting and analyzing existing customer experience data from each touchpoint (e.g., dine-in visits, drive-thru interactions, third-party delivery) is an essential part of the process.
A wide range of data is necessary to gather intelligence about the end-to-end customer journey. Optimally, brands collect + cross-reference business data—like sales information—with solicited and unsolicited feedback from customers to find the potential areas of improvement that will have the greatest impact.
The most impactful individual points to benchmark will vary from brand to brand, but generally we suggest benchmarking key aspects of the customer experience (e.g., likelihood to return, speed of service, tase of food, etc.), blinded text analytics, social activity, visit share, and brand comparisons.