Case Study: Large Convenience Store Brand achieves 5x increase in in-app feedback and transaction-level insights with Service Management Group (SMG)

Engage customers on their terms with in-app feedback channels

Large Convenience Store Brand faced a modern feedback gap: despite growing mobile usage and extensive app investments, only 1% of survey responses came from app users. To modernize feedback collection and better link responses to transactions, the brand partnered with Service Management Group (SMG) to enable in-app feedback via a dedicated API and smg360® reporting.

SMG built an API that let the brand control the in-app survey UX while SMG delivered and processed survey content and layered in respondent-level metadata (location, loyalty status, transaction amount, device info). Service Management Group (SMG) also updated the smg360® dashboard for side-by-side app and non-app views — resulting in a 5x increase in global sample size, a more representative mix of Satisfied vs. Highly Satisfied customers, and transaction-level financial linkage that revealed root causes of dissatisfaction and their impact on average spend.