SMG launches smart survey technology to help brands collect richer insights and deliver a better feedback experience for customers


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KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has introduced a point of sale (POS) smart survey technology that makes surveys shorter and less tedious, allowing brands to capture higher quality data and uncover more actionable insights.

Traditional surveys can be long and arduous, leaving customers frustrated and more likely to abandon. Alternatively, short surveys can lack the quantitative data and qualitative insights brands need to properly evaluate the customer experience. With 27 years of experience in customer feedback management, SMG recognizes this challenge and has developed technology to deliver tailored, POS-driven surveys that reduce abandonment rates and give brands more accurate and insightful customer feedback.

Through a new application programming interface (API), POS data is available to SMG in real time so transaction information—like visit date and time, location, items ordered and total spend—doesn’t have to be manually entered by the customer. This allows brands to ask purchase-informed questions and deliver succinct, customized surveys. For example, if a customer purchases a limited-time offer, the survey is prepopulated with the transaction data so the brand can promptly ask purchase-specific questions and uncover richer data about purchase satisfaction and the customer’s overall experience.

“With all of the competition for the time and attention of today’s consumer, it’s essential we provide technology that’s both intuitive and streamlined,” said Dennis Ehrich, SMG Chief Product and Technology Officer. “Our smart survey technology is informed by transactional data so brands can collect more meaningful and actionable data while providing a better feedback experience.”

About Service Management Group
SMG (Service Management Group) 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 omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries. To learn more about SMG, visit or call 1-800-764-0439.

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