SMG recognized as a Visionary in the Gartner Magic Quadrant for Voice of the Customer

SMG recognized as a Visionary in the Gartner Magic Quadrant for Voice of the Customer

KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has been positioned in the Visionaries quadrant of the Gartner Magic Quadrant for Voice of the Customer. Of the 15 vendors evaluated, SMG is the only provider positioned in the Visionaries quadrant, which Gartner defines as organizations that understand where the market is going or have a vision for changing market rules.

The smg360® experience management platform was evaluated for the Magic Quadrant based on its completeness of vision and ability to execute. With a customer experience management approach that combines platform technology and professional services, SMG helps global enterprise brands develop a customer-centric culture, deliver remarkable experiences and drive growth.

“We are honored to be recognized as a Visionary in the first-ever Gartner Magic Quadrant for Voice of the Customer,” said SMG President Ken White. “We believe the positioning is a testament to our differentiated offering, our capacity to surface actionable insights and our experience partnering with leading brands to drive better customer experiences. As we’ve witnessed during the COVID-19 pandemic, experience management is now more important than ever, and we believe our ability to drive business outcomes is a key differentiator.”

As customer experience programs become more complex, brands need partners that can surface insights throughout the customer journey that help them drive action. In the report, Gartner highlighted SMG’s focus on helping brands create a competitive advantage and documented the experience management vendor’s strengths in the following areas:

  • Journey focus – Out-of-the-box solutions that are aligned with the customer journeys across its target markets
  • Purpose-driven vision – A purpose-driven business with a clear mission and focus on helping clients improve financial performance
  • Multilocation industries – Accommodates the needs of large-scale organizations and has expertise in multiple location-based industries

Furthermore, on Gartner Peer Insights, SMG has a 4.8 out of 5.0 customer rating for its smg360® voice of the customer platform and a perfect rating in the product capabilities section. In July 2020, a vice president in the services industry said SMG provides “extraordinary analysis and insights” and added, “Our leadership team takes action on these insights—SMG helps to steer our ship.”

The Gartner Magic Quadrant research methodology provides a graphical competitive positioning of four types of technology providers in the Voice of the Customer market. The quadrant is a culmination of research designed to give organizations a wide-angle view of the relative positions of 15 of the market’s leading voice of the customer vendors. To learn more about the Gartner Magic Quadrant for the Voice of the Customer, visit

About Service Management Group

SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit

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