SMG recognized as a strong performer in evaluation of customer feedback management platforms by independent research firm

KANSAS CITY, Mo. – All Remote – Service Management Group (SMG), a global customer and employee experience management partner to more than 500 brands, was among select companies invited by independent research firm Forrester to participate in The Forrester Wave™: Customer Feedback Management Platforms, Q1 2023.

The Forrester Wave™ for customer feedback management is an analysis of the nine most significant vendors identified by Forrester in the customer feedback management (CFM) marketplace, with an evaluation conducted against a range of criteria in three categories: current offering, strategy and market presence.

In the evaluation, SMG received the highest possible scores in the Managed + Professional Services, Product Vision and Innovation Roadmap criteria and was recognized as a Strong Performer among the top platforms. The Forrester report notes, “SMG continues to be a strong choice for B2C organizations and is also worth considering for organizations that want a strong services partner that can deliver insights.”

“SMG’s team of experts helps us action insights and focus on what matters most—our team members and customers,” said Director of Store Communications & CX Josh Dover at the Tractor Supply Company.

The Forrester report further cited SMG as the only vendor with the highest possible score in the Innovation Roadmap criterion, noting that, “In line with its industry expertise, SMG’s vision zeroes in on delivering actionable insights to location-based frontline employees.”

“Our team has an ambitious vision to help brands deliver better customer experiences at individual locations,” said SMG Chief Product Officer Rod Feuer. “We believe Forrester agrees this is the right path forward and recognizes our innovation roadmap.”

SMG’s distinctive software with a service (SwaS) offering lets brands work with a true CX partner to measure experiences at every touchpoint, uncover actionable insights across the enterprise and drive business outcomes to deliver program ROI down to location-level insights.

Learn more about what to look for when evaluating a CX partner that’s right for your business with this Forrester report, Four Questions CX Pros Should Ask When Evaluating CFM Partners.

About Service Management Group

SMG is a leading experience management (XM) provider, accelerating value by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise platform with professional services to help brands generate new revenue, grow existing revenue, reduce churn + detractors, and drive operational efficiencies. To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.

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