SMG

A leading experience management partner for multi-location consumer brands, particularly strong in restaurant, retail, and convenience store verticals.

SMG (Service Management Group) is a Kansas City-based experience management company that partners with multi-location consumer brands — including retailers, restaurants, hospitality companies, and healthcare providers — to collect, analyze, and act on customer and employee feedback. The company combines technology-enabled survey platforms with professional research services to deliver insights that help brands improve satisfaction, loyalty, and operational performance across locations. SMG's platform captures feedback across multiple touchpoints — in-store, online, and via mobile — and integrates with operational systems to surface actionable intelligence for frontline managers and corporate teams. Its solutions span customer experience (CX) measurement, employee experience (EX) research, and brand research, making it a full-service partner for brands seeking to understand and improve their relationships with both customers and staff. In the marketing and advertising ecosystem, SMG serves as a critical measurement layer for brand marketers, helping them understand how campaigns, promotions, and customer interactions translate into real-world satisfaction and loyalty outcomes. The company competes with firms like Medallia, Qualtrics, InMoment, and Ipsos in the experience management and market research space, and is particularly well-regarded among multi-unit restaurant and retail brands.