Case Study: Signet Jewelers boosts online reputation, search ranking, and customer engagement with Service Management Group (SMG)

How Signet Jewelers optimised online reputation management to strengthen customer relationships + boost digital presence

Signet Jewelers faced the challenge of managing fast-paced, high-volume ratings and reviews across channels without overburdening its workforce. Signet partnered with Service Management Group (SMG) to add an online reputation solution to its experience management program, integrating ratings + reviews with solicited location-level feedback in the smg360® platform.

Using SMG’s smg360 platform, Signet implemented real-time, role-based alerts, scripted response templates, location-level benchmarking, and combined solicited and unsolicited feedback to prioritize review responses and improve local search signals. Service Management Group’s solution drove rapid, measurable gains: a +97% response rate from the contact centre, +85 percentage points in Page 1 Google My Business rankings across keywords, 1,300+ uplift in Google My Business interactions, +235% uplift in click-to-call and website traffic, and significant increases in overall digital engagement.

Signet Jewelers

Ivan Kokuti

Search Engine Optimization Lead