Case Study: Party City achieves a seamless cross-channel customer experience and boosts feedback and satisfaction with Service Management Group (SMG)

How Party City enhanced its cross-channel XM strategy to create a more seamless customer experience

Party City partnered with Service Management Group (SMG) to address the challenge of delivering a consistent, seamless cross-channel customer experience as new digital touchpoints emerged. Party City and SMG focused on identifying experience breakdowns to reduce friction and attrition, uncovering insights to strengthen the brand impression, and integrating reporting so insights could be more easily interpreted and adopted enterprise-wide.

Service Management Group (SMG) implemented a combined program of unsolicited review monitoring, targeted site-intercept surveys, an always-on feedback button (SMG Next), and linkage of feedback with behavioral data in the smg360® platform. That cohesive approach drove rapid, measurable impact: feedback collection increased (in-store responses 2.1x YOY; off‑premise responses 4x YOY) and Overall Satisfaction rose by 8 percentage points in Q4 2020, enabling Party City to act on real-time insights and prioritize the changes that mattered most to customers.

Party City

Shannon Symalla

VP, Customer Experience