9
NPS
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SMG - Service Management Group
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About SMG - Service Management Group's Brand
SMG provides business and employee insights and consultancy services.
Brand at a Glance
71%
Customer Loyalty
3.6/5
Product Quality
3.8/5
Pricing
3.6/5
Customer Service
SMG - Service Management Group NPS
SMG - Service Management Group's Net Promoter Score (NPS) is a 9 with 42% Promoters, 25% Passives, and 33% Detractors. Net Promoter Score tracks whether SMG - Service Management Group's customers would recommend using the product based on a scale of -100 to 100.
SMG - Service Management Group Overall NPS
| 42% | Promoters |
|---|---|
| 25% | Passives |
| 33% | Detractors |
SMG - Service Management Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2020 0 | Sep 2020 | 0 |
Jun 2022 -33 | Jun 2022 | -33 |
Jul 2022 0 | Jul 2022 | 0 |
Oct 2022 20 | Oct 2022 | 20 |
Jan 2023 0 | Jan 2023 | 0 |
Mar 2023 -15 | Mar 2023 | -15 |
Apr 2023 0 | Apr 2023 | 0 |
Jun 2023 20 | Jun 2023 | 20 |
Sep 2023 9 | Sep 2023 | 9 |
Jan 2024 8 | Jan 2024 | 8 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
SMG - Service Management Group NPS by Gender
SMG - Service Management Group's NPS was rated 50 by Male customers on Comparably.
Male
50
SMG - Service Management Group's NPS was rated 50 by Male customers on Comparably.
75%
Promoters
0%
Passives
25%
Detractors
Female
N/A
SMG - Service Management Group's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
SMG - Service Management Group NPS by Ethnicity
SMG - Service Management Group's NPS was rated 34 points by African American/Black customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 34 | African American/Black | 34 |
SMG - Service Management Group Customer Loyalty
71%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
71% of SMG - Service Management Group users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
SMG - Service Management Group Customer Loyalty Score by Gender
SMG - Service Management Group's Customer Loyalty score was rated 100 by Male customers on Comparably.
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Male
100%
Yes
Female
N/A
Yes
SMG - Service Management Group Customer Loyalty Score by Ethnicity
SMG - Service Management Group's Customer Loyalty score was rated 100% by African American/Black customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of SMG - Service Management Group.
100
out of 100
African American/Black
SMG - Service Management Group Product Quality
3.6/5
SMG - Service Management Group has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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SMG - Service Management Group Product Information
SMG - Service Management Group’s product quality score is a 3.6 out of 5 as rated by its users and customers.
- Website
- http://smg.com/
- Company Size
- 201-500 Employees
Industry
Tech
Analytics
Business Services
Quick Insights into SMG - Service Management Group Product Quality
SMG - Service Management Group's Product Quality score was rated highest by African American/Black customers.
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Ranked SMG - Service Management Group Product Quality the Highest
SMG - Service Management Group Product Quality Score by Gender
SMG - Service Management Group's Product Quality score was rated 4.5 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of SMG - Service Management Group.
Male
4.5/5
Female
N/A
SMG - Service Management Group Product Quality Score by Ethnicity
SMG - Service Management Group's Product Quality score was rated 4.6 stars by African American/Black customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of SMG - Service Management Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 4.6 | African American/Black | 4.6 |
SMG - Service Management Group Pricing
SMG - Service Management Group ROI & Value For Money
3.8/5
SMG - Service Management Group has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Quick Insights into SMG - Service Management Group ROI
SMG - Service Management Group's ROI score was rated highest by Male customers.
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Ranked SMG - Service Management Group ROI the Highest
SMG - Service Management Group ROI Score by Gender
SMG - Service Management Group's ROI score was rated 4.6 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of SMG - Service Management Group.
Male
4.6/5
Female
N/A
SMG - Service Management Group ROI Score by Ethnicity
SMG - Service Management Group's ROI score was rated 4.5 stars by African American/Black customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of SMG - Service Management Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 4.5 | African American/Black | 4.5 |
SMG - Service Management Group Customer Satisfaction (CSAT)
SMG - Service Management Group Customer Satisfaction (CSAT) Score
63 / 100
SMG - Service Management Group has an overall Customer Satisfaction score of 63 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
25%
Satisfied
38%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
0%
Very Dissatisfied
25%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into SMG - Service Management Group Customer Satisfaction
SMG - Service Management Group's Customer Satisfaction score was rated highest by Male customers.
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Ranked SMG - Service Management Group Customer Satisfaction the Highest
SMG - Service Management Group Customer Satisfaction Score by Gender
SMG - Service Management Group's Customer Satisfaction score was rated 75 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of SMG - Service Management Group.
75 / 100
MaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 25% |
SMG - Service Management Group Customer Satisfaction Score by Ethnicity
CSAT according to African American/Black
SMG - Service Management Group's Customer Satisfaction (CSAT) score was rated 67% according to African American/Black users and customers.
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67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
SMG - Service Management Group Customer Service
3.6/5
SMG - Service Management Group has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About SMG - Service Management Group's Customer Service
Website
http://smg.com/
Quick Insights into SMG - Service Management Group Customer Service
SMG - Service Management Group's Customer Service score was rated highest by Male customers.
Sign Up to unlock insights into how customers have ranked SMG - Service Management Group's Customer Service score.
Ranked SMG - Service Management Group Customer Service the Highest
SMG - Service Management Group Customer Service Score by Gender
SMG - Service Management Group's Customer Service score was rated 3.5 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of SMG - Service Management Group.
Male
3.5/5
Female
N/A
SMG - Service Management Group Customer Service Score by Ethnicity
SMG - Service Management Group's Customer Service score was rated 3 stars by African American/Black customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of SMG - Service Management Group.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
African American/Black 3 | African American/Black | 3 |
SMG - Service Management Group as an Employer
4.1/5
SMG - Service Management Group has a 4.1/5 stars for its overall company culture rated by their employees
top
25%
CEO of SMG - Service Management Group
In the Top 25% of Similar Sized Companies on Comparably.
Consumer vs. Employees
SMG - Service Management Group scored a 9 for Net Promoter Score and a -17 for Employee Net Promoter Score. NPS gauges how likely a customer of SMG - Service Management Group would recommend the brand to a friend. ENPS measures how likely SMG - Service Management Group employees would recommend working at SMG - Service Management Group to a friend.
Net Promoter Score
9
NPS Score
| 42% | Promoters |
|---|---|
| 25% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-17
eNPS Score
| 33% | Promoters |
|---|---|
| 17% | Passive |
| 50% | Detractors |
