Case Study: World Energy Retail achieves a 103% increase in response volume and faster survey completion with Service Management Group (SMG)

How a convenience store + energy brand optimized its CX to improve response rates

World Energy Retail, a multi-location convenience store and energy brand, needed a faster, higher‑yield way to collect store-level customer feedback without losing insight depth. To solve this, the company partnered with Service Management Group (SMG) and its client success team to rethink its survey program and pilot short-form survey options tailored to brief c-store experiences.

SMG A/B tested two- and three-question flows and rolled out a three-question survey (OSAT + customer-selected drill-down + open comment), updated invitation language and loyalty incentives, and streamlined dashboards with AI text analysis. The result: response volume more than doubled (103% increase), survey completion time fell by roughly two minutes (from 258s to 139s by 2023), email responses rose 21 percentage points, comments increased 6 points, and monthly responses grew from 13,577 (Mar 2021) to 27,590 (Mar 2022). Service Management Group continues to support dashboard optimization and long-term CX planning.