Service Management Group (SMG) B2B Case Studies & Customer Successes

Service Management Group (SMG) partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCX, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries.

24 Hour Fitness achieves stronger program engagement and improved member experience with Service Management Group (SMG)

24 Hour Fitness

David Roth

Sr. Director of Club Operations

AMC Theatres achieves actionable guest insights for its new dine-in theatre concept with Service Management Group (SMG)

AMC Theatres

Books-A-Million reduces store turnover and boosts engagement & learning with Service Management Group (SMG)

Books-A-Million

Caribou Coffee builds a winning culture, boosts employee engagement and cuts turnover with Service Management Group (SMG)

Caribou Coffee

Renee Auseth

Senior Manager of Total Rewards and HR Innovation

Caribou Coffee achieves rapid, actionable customer insights to validate sparkling tea & juice launch with Service Management Group (SMG)

Caribou Coffee

Casual Dining Restaurant achieves increased consideration and revenue growth with Service Management Group (SMG) custom brand research

Casual Dining Restaurant

Checkers & Rally’s achieve improved guest satisfaction and operational consistency with Service Management Group (SMG)

Checkers & Rally’s

Robin Gough-OBrien

Director of Operations Services

Church’s Chicken achieves higher guest satisfaction and actionable customer insights with Service Management Group (SMG)

Church’s Chicken

Steve Branco

Regional Franchise Director

CKE Restaurants (Carl's Jr. & Hardee's) achieves streamlined contact center operations and six-figure cost savings with Service Management Group (SMG)

CKE

Ryan Hanawalt

VP, Strategy + Transformation

Co-op humanises customer experience and boosts colleague engagement with Service Management Group's video feedback solution

Co-op

Danny Slevin

Customer Experience Insight Manager

DICK'S Sporting Goods achieves richer customer insights and improved satisfaction with Service Management Group (SMG) video feedback

DICK'S

Kristin Boyle

Vice President, Insights & Analytics

Domino’s Pizza Group achieves higher franchisee engagement and links customer experience to sales with Service Management Group (SMG)

Domino’s Pizza Group

Jason Prescott

Operations Project Manager

Fast-Casual Restaurant Chain achieves faster service, improved guest satisfaction, and a 3% sales lift with Service Management Group (SMG)

Fast-Casual Restaurant Chain

Fast-Casual Restaurant Chain achieves actionable menu insights to win customer loyalty with Service Management Group (SMG)

Fast-Casual Restaurant Chain

Festival Foods achieves rapid employee engagement wins and improved associate satisfaction with Service Management Group (SMG)

Festival Foods

Michael Siakpere

Organizational Development and Training Manager

Firehouse Subs achieves 1st-place beverage satisfaction and improved guest experience with Service Management Group (SMG)

FireHouse Subs

Rich Goodman

Director of Operations Services

Hand & Stone Massage and Facial Spa boosts Attention Button awareness 20 points and improves guest satisfaction with Service Management Group (SMG)

Hand & Stone Massage and Facial Spa

Cindy Meiskin

Chief Experience Officer

Heinen's Fine Foods achieves higher associate and customer satisfaction and increased sales with Service Management Group (SMG)

Heinen's

Chris Foltz

Director of Operations

HMV restores its iconic brand and boosts customer satisfaction and spend with Service Management Group (SMG)

HMV

Rupert Banning-Lover

Central Operations Manager

International Family-Style Restaurant achieves 80% program adoption and measurable sales gains with Service Management Group (SMG)

International Family-Style Restaurant

Kansas City Zoo achieves world-class status and higher visitor satisfaction with Service Management Group (SMG)

Kansas City Zoo

Randy Wisthoff

Director of Operations

Krispy Kreme Doughnut Japan Co., Ltd. achieves 7‑ppt satisfaction lift, 4× loyalty app growth and YOY sales gains with Service Management Group (SMG)

Krispy Kreme Doughnut Japan Co., Ltd.

Takako Wakatsuki

President and Chief Executive Officer

La Madeleine achieves streamlined feedback channels and 15% annual savings with Service Management Group (SMG)

La Madeleine

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

Large Convenience Store Brand

Leading Apparel Retailing Company achieves a $310M conversion opportunity and faster, easier shopping with Service Management Group (SMG)

Leading Apparel Retailing Company

Leading Apparel Retailing Company boosts loyalty and revenue by improving fitting-room cleanliness with Service Management Group (SMG) text analytics

Leading Apparel Retailing Company

Leading Energy Retailer achieves a 35-point increase in customers finding information with Service Management Group (SMG)

Leading Energy Retailer

Leading Grocery Company achieves a 6-percentage-point increase in produce freshness satisfaction with Service Management Group (SMG)

Leading Grocery Company

Leading Grocery Brand Retailer achieves consistent customer satisfaction and cross-store collaboration with Service Management Group (SMG)

Leading Grocery Brand Retailer

Leading Retail Company achieves "incredible" shopping experiences by identifying associates as the key with Service Management Group (SMG)

Leading Retail Company

Lidl achieves rapid U.S. expansion insights and improved purchase conversion with Service Management Group (SMG)

Lidl

MAPCO doubles survey response rates and cuts completion time with Service Management Group (SMG)

MAPCO

McDonald’s achieves safer, higher-satisfaction customer experiences with Service Management Group (SMG)

McDonald’s

National Co+op Grocers boosts customer satisfaction and value perception with Service Management Group (SMG)

National Co+op Grocers

Alex Mytelka

Retail Benchmarking Program Manager

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

Party City

Shannon Symalla

VP, Customer Experience

Pets at Home achieves 102,316 customer responses and boosts customer satisfaction with Service Management Group (SMG)

Pets At Home

Dave Poole

Retail Operations Manager

Regional Grocery Store Chain achieves a refreshed guest experience and a 3% overall satisfaction lift with Service Management Group (SMG)

Regional Grocery Store Chain

Shell achieves 159% increase in survey responses and 26% faster completion with Service Management Group (SMG)

Shell

Umer Asif

Global CX Innovation Manager

Shell achieves higher customer satisfaction and a £2 spend increase with Service Management Group (SMG)

Shell

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

Signet Jewelers

Ivan Kokuti

Search Engine Optimization Lead

T.G.I. Friday’s achieves a near-doubling of excellent guest experiences and stronger employee engagement with Service Management Group (SMG)

T.G.I. Friday’s

Darrell Wade

UK Commercial Director

Valvoline achieves higher customer trust and +11% overall satisfaction with Service Management Group (SMG)'s Customer Satisfaction Index

Valvoline

Tony Puckett

VP of Corporate Operations

Wendy’s achieves +8% total sales and higher breakfast satisfaction with Service Management Group (SMG)

Wendy's

Carl Loredo

Chief Marketing Officer

Wild Birds Unlimited achieves higher customer value perception by raising awareness of its community involvement with Service Management Group (SMG)

Wild Birds Unlimited

Bo Lowery

VP of Marketing

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

World Energy Retail

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