Service Management Group Pay & Benefits | Glassdoor

Service Management Group Overview

Kansas City, MO
201 to 500 employees
Company - Private
Advertising & Marketing
$25 to $50 million (USD) per year
SMG (Service Management Group) is the leading international customer experience research firm. Driving business results by partnering with brands to improve customer loyalty and employee engagement, SMG provides actionable insights and recommendations at both the front-line and ... Read more

Company Updates


    KC-based SMG drives market research innovation with open-minded culture - Silicon Prairie News

    Kansas City-based Services Management Group (SMG) uniquely combines technology and insights to help clients listen better, act faster and outperform competitors. But 26 years ago when the market research company was just starting out, they didn't operate in such a high-tech space. "We started doing phone based collections.


    Service Management Group keeps its focus on CX tech and insights with two executive promotions

    SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe listen, understand and act on feedback and behavioral data. With those critical insights, brands can make informed business decisions and take fast actions that drive loyalty and financial performance.

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Service Management Group – Why Work For Us?

This is who we are.

At Service Management Group (SMG), we believe in getting to know your business and your customers. It's why we combine technology and insights that keep you more informed and advance your brand to the next level of customer and employee loyalty. We connect the links between employee engagement, customer satisfaction, and financial performance. In short, we built our company to deliver on the promise that increasing the number of loyal employees and customers is a proven way to drive sustainable, profitable sales growth.

Working with SMG goes beyond exclusive in-house technology and superior insights. Behind it all is a group of smart, curious people who believe in your brand and come to work eager to make it even stronger, as if they are members of your team, as well as ours. These creative, talented, innovative individuals simply can’t help sharing what they know, through cross-collaboration and open communication. And we wouldn’t have it any other way.


In a world of big data, we're a big deal. In fact, we're building one of the deepest data lakes in the omnichannel space, filling it with new and innovative technologies. How do we do it? Our research teams and our tech teams sit and work side-by-side, continuously advancing our own capabilities and skill sets. We consider the role of technology in all of our decisions, ensuring "that's so cool" is also "that's so useful."


Data in. Data out. Day in and day out. At the risk of sounding redundant (because our systems are), trust SMG to keep your surveys and reporting tools up, running, and available.


Use your data when you need to and how you want to. With exceptional uptime reliability and our open architecture, you always have a clear picture of the right here, right now.


We thrive on change. Our passion for innovation leads to configurable technologies that can be quickly deployed to meet specific client needs.


Put worries about hackers and fraud to rest knowing your data is safe and secure. We deploy technology that monitors for valid usage, looks at the quality of data, and protects against denial of service attacks.


If you don't think technology and creativity go hand—in—hand, let SMG change your mind. Our tech gurus live and breathe for the chance to create the latest and greatest. They fill their heads-and their days- with ideas in database, infrastructure technologies, native app visualizations, and anti-legacy software. 

We believe innovation can be applied to almost anything. From the "Big I" of patent and awards (we've got them) to the "little i" of the small details that make a lasting impact, we celebrate all of our proprietary cutting-edge advancements. We revel in our well-earned reputation as an agile, quick, and lean software factory. We apply world-class technologies to data science to create our own configurable platform. We consult our road maps to forecast technology developments and ensure all actions lead to realizing short- and long-term goals.

Better. Together. When what you do is a part of who you are, work doesn't seem so much like, well, work. Like a chef who cooks from the heart or an artist who creates from the soul, this blend of passion and performance is rare. But when you have an entire company that lives, works, and thrives this way, you have more than one in a million: you have SMG. We created our company to be the leader in customer and employee insight. It's literally what we were born to do and we actively nurture its growth. We encourage strong collaboration across departments, teams, and industries and equip our members with the right tools for the job. We champion respect, communication, and personal advancement. And we believe that because we love what we do, you'll love the results.

Ask Questions

We're driven by curiosity, the pursuit of what's next and what's best. It's the underlying foundation of our success and we see it in action every day. From creating innovative technologies to exploring how we can solve problems better, we empower our employees to use their talents to move our clients and company forward. We're all in, whether it's digging deep into your data or sharing time and knowledge with our peers. Never bored, we flourish in an atmosphere of continuous learning, skillset expansion, and access to the best of the best.

Reward Loyalty

Fish are part of our environment—and our culture. When SMG was founded in the basement of an ad agency, we used fish tanks to bring life to the workspace. Today, 5,000 gallons of saltwater circulate through tanks on every floor of our LEED Gold certified headquarters. And because they’ve always been with us, fish have become a symbol of loyalty and longevity at SMG. When clients and employees reach their five-year anniversary with SMG, they’re rewarded with a beautiful glass fish.

Celebrate Success

Appreciation and celebration go hand-in-hand. Birthdays, anniversaries, promotions. New hires and new clients. They're all a big deal and we come together as a company to treat them that way. We believe that all accomplishments deserve recognition and that our employees deserve their moments in the spotlight. In an industry so often tasked with helping customers discover and solve problems, we never lose sight of our own good news.

Value Contributions

Since our earliest days, we’ve been inspired by creative employee communications. So when co-founder Andy Fromm walked into a vintage poster shop and discovered Mather & Company’s series of work incentive posters from the 1920s, he quickly fell in love with their quippy language and fresh graphics. Hailing from a time when businesses were making a shift to win over the hearts and minds of employees, the collectible posters are known to grace the walls of the DreamWorks offices, the fictional offices of Curb Your Enthusiasm—and our own SMG headquarters, of course.

Keep Moving

Research (we’re fans of research) indicates healthy employees are happier and more engaged. So when we can, we choose stairs over elevator and take advantage of on-site fitness options. We work in an open environment where we actually get to see and interact with our coworkers. The ability to get to know each other combined with the approachability of senior leadership promotes transparency and creates a more productive surrounding. We understand that taking care of each other is as important as taking care of our clients.

Work with Us

We're growing...and you can, too. SMG is proud to be listed on the AMA Gold Top 50. And while we think that is worth celebrating, SMG is about more than numbers and research and consulting — it's also a work environment that allows employees to impact company success and be recognized for talent and commitment.

SMG is growing by leaps and bounds. The Honomichl Report lists SMG as a Top 50 Market Research Firm. But SMG is about more than numbers and research and consulting—it's also a work environment that allows employees to impact company success and be recognized for talent and commitment.


This team makes sure SMG remains community-focused while being a great place to work—staying focused on identifying great talent and providing a healthy environment for professional development. In addition, they’re responsible for resource planning, forecasting, and all financial aspects of the company. 

Client Insights

Our client insights team is chock-full of smart people who analyze data to help our clients create better experiences and make better business decisions. Working side-by-side, account managers and researchers make sure clients are getting what they need to drive field engagement and move the needle on the customer experience, employee engagement, and financial performance. 

Product + Innovation

Creating and improving big data technology solutions to capture, integrate, and report results in real time, this group works to develop new tools for our clients’ evolving needs. They work hands-on with our cutting-edge full stack software—using the industry’s best technology to help brands know more and do better. 

Marketing + Engagement

Working in tandem, the engagement and marketing teams build and nurture the client community—sharing industry knowledge, publishing research-based best practices, ensuring clients have the chance to learn from each other at conferences and SMG events, and positioning the SMG brand for global growth. 

Service Management Group Reviews

Rating TrendsRating Trends
Recommend to a friend
Approve of CEO
Service Management Group President & CEO Andy Fromm
Andy Fromm
38 Ratings
  • "A decent place to work"

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Kansas City, MO
    Former Employee - Anonymous Employee in Kansas City, MO
    Neutral Outlook
    No opinion of CEO

    I worked at Service Management Group full-time (More than 3 years)


    Decent time-off, work/life balance was good, ability to move around


    ability to move around can be bad as much as good, employee review process is kind of a joke, more horizontal growth than vertical growth.

    Advice to Management

    Structure by talent and discuss internal growth opportunities prior to hiring from the outside.

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Service Management Group Photos

Service Management Group photo of: Company photo on the rooftop patio
Service Management Group photo of: Our office
Service Management Group photo of: One of our meeting rooms
Service Management Group photo of: Terrace space
Service Management Group photo of: Front entrance
Service Management Group photo of: Office Meeting Space
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Service Management Group Interviews



Getting an Interview

Getting an Interview





    Client Role Interview

    Anonymous Employee
    Accepted Offer
    Positive Experience
    Average Interview


    I applied online. The process took 4 weeks. I interviewed at Service Management Group.


    I applied online to the position then was called to have a phone interview with the recruiter. It was about 30 mins and was typical questions. They said they would get back to me with next steps and then I was asked to take an online assessment. From those results I was called in for an interview at the office.

    Interview Questions

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Service Management Group Awards & Accolades

  • Gold Top 50 Report, AMA Marketing News, 2014
  • ImpacT Award, Kansas City Business Journal, 2012
  • LEED NC 2.2 Gold Certified, United States Green Building Council (USGBC), 2010
  • Purveyor of the Year, OSI Restaurant Partners, LLC, 2010
  • Honomichl Top 50 Market Research Firms, American Marketing Association, 2010
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