SMG collects feedback from customers and colleagues through online surveys and turns these into a) live dashboards, b) real-time reporting apps, c) live action plans and d) strategic insights to help drive financial performance. Using text analytics and customer sentiment analysis coupled with understanding the customer experience across multiple touchpoints (store/website/app/delivery, contact center), we then pull these data sets together to provide a full omni channel CX/feedback programme. We also have a geo-location tool (SurveyMini) that uncovers insights about non-purchasers.

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