Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
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
On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
Services
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
Experiences
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
Industries
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
Client Success
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
Resources
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
Company
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
Reporting + Analytics
Benchmarking
Our core survey benchmark houses billions of data points spanning categories, regions, and consumer demographics. By using this database to see how you rank on different measures compared to the competition, you can gain a clearer picture of where you stand. Plus, the information isn’t restricted to the brand level—so you can filter by visit type, department, day part, and many more attributes to zoom in on the data you need to answer your most specific, pressing questions.
Get industry benchmarks on the data behind open-ended comments. You can use this data to gain a deeper understanding of the customer experience and to see what customers are saying about your brand versus the competition. Being able to see what customers are mentioning, as well as the sentiment behind their comments, provides qualitative context on how they really feel about your brand.
Customer experience performance
See how your brand stacks up relative to competitors on key customer experience metrics (overall satisfaction, value, ease of shopping, etc.) so you can understand your brand’s competitive edge + identify growth opportunities.
Purchase funnel metrics
Understand your customer acquisition performance (from awareness to purchase and beyond) relative to the competition to identify key priorities of brand health.
Brand + category usage
Use brand and category purchase behaviors to measure visit and wallet share for your brand and the competition, providing insight into historical performance so you can protect + grow your share moving forward.
Loyalty (NPS + actual return) metrics
Identify how individual experiences impact actual return cycles to understand where you’re driving long-term loyalty, affecting visit frequency, or influencing customer churn.
With access to ratings + reviews competitive benchmarks at the location level, you can uncover rich customer insights that drive intelligent interactions. These real-time benchmarks include:
Benchmarking is the process of comparing your CX information to a dataset of similar businesses to see how the two compare. Benchmarks can also be used to compare individual locations or regions within a larger company.
It doesn’t help a restaurant to know how their CX data compares to a big-box retail store. Benchmarking by industry means data is compartmentalized by industry so similar business types are compared.
XM benchmarking allows you to determine what’s most important to your most-likely customers, where your brand is coming up short, and where you should focus your efforts to be better than the competition.
Text benchmarks move beyond comparative scoring to analyze customers’ open-ended comments for trends based on keywords and phrases.
Clients use data from text benchmarks to compare what customers are saying about their brand versus other similar brands or to compare comment trends across an organization.
