uk.smg.comCustomer Experience Management and Insights | SMG

Why SMG As a leading customer experience management (CEM) firm, SMG helps you get smarter about your customers and employees to drive changes that boost customer loyalty and improve business performance Overview Technology Services Insights Culture Partners A catalyst for change. We’re as passionate about your business as you are. Discover why we do what we do…and what that means for you. Learn More Solutions We're passionate about helping you create superior customer and employee experiences. Customer Experience Management Employee Experience Brand Research Reporting + Analytics It's all here. Introducing the smg360® app: All of your data. All in real time. All at your fingertips. Learn More Industries We share our insights and apply proven best practices that guide leading global organizations. Restaurant Retail Grocery Convenience Store Travel + Entertainment Services Healthcare Mix it up. Discover how this restaurant used the right recipe to make a big impact on the customer experience. Learn More Resources Contact Us Company COVID-19 Blog News Events Leadership Careers English English 日本語 LOG IN Log In CFM FORRESTER WAVE™ HIGHLIGHTS SMG is the only customer feedback management vendor to receive the highest score in the managed and professional services criterion. Clients “unanimously agree [SMG] helps them show business impact on an ongoing basis.” Request Demo COVID-19 Resources Get the latest coronavirus-related content + best practices for customer experience management + employee experience management. Learn More Solutions Customer Experience Your customers and patients are talking, and we speak their language. We know the right questions to ask and the best way to deliver actionable insights that help you impact the conversation and drive customer satisfaction. Learn More Employee Experience Your customer experience is tied to your employee experience. We have the tools that uncover the heart of your organization, decreasing turnover and increasing sales performance. LEARN MORE Brand Research What customers think and how they act can be different. That's why we track pre-purchase, purchase, and even non-purchase behavior against your brand and your competition. LEARN MORE View Our Solutions Industries We make your business our business. We connect what matters to your customers with what matters to you, understanding the unique behavior motivators and operational demands of your industry. Restaurant Retail Grocery Convenience Store Travel + Entertainment Healthcare + Services View Industries Focus on Innovation Digital CX 87% of shoppers begin product searches online, which means digital touchpoints are your first chance to make a great impression. SMG eTrack helps you gain deeper insights on both purchaser and non-purchaser behaviors with capabilities like an always-on feedback tab, session replay, and targeted survey triggers. And with integrated reporting, you can see digital feedback alongside your other touchpoints—so you understand exactly how to improve and optimize the customer journey to increase conversion rates and drive loyalty. Watch Video Client Partners Hear It from Clients Why SMG is the Industry Leader for Managed and Professional Services There are many reasons to be proud of our performance in Forrester Wave™: Customer Feedback Management Platforms, Q1 2020. But we’re especially excited to be recognized by our clients for “the strong value they receive from [our] combination of technology and services.” Want to know more about the “actionable high-quality insights” clients are raving about? Watch Video Featured Resources Client Only Webinar Third-party delivery disruption: Take control + protect your brand Learn More Client Only Best Practice Guide Anatomy of a true CX insight Learn More Client Only Best Practice Guide Ditch your CX data silos Learn More View All Resources From Our Blog Trends in off-premise dining + why restaurants should (still) prioritize digital efforts Since the onset of the pandemic, off-premise dining has been a lifeline for restaurants and consumers craving food from their favorite establishments. As dining rooms shut down, more customers hit up drive-thrus or turned to digital channels to place pick-up and delivery orders. In fact, our latest research shows half of consumers say they’ve ordered food online more frequently since COVID-19. Now, as dining room doors begin to reopen, brands are again tasked with readjusting operations—adhering to strict policies in social distancing, personal protective equipment (PPE), and more. But before restaurants completely shift focus, it’s important to remember that off-premise dining will continue to be the preferred option for most customers. Though going out to dinner was the number one activity most consumers were likely to engage in once the pandemic curve has flattened, only 42% are ready to make the jump within the first 30 days . That means more than half of customers will still be opting for drive-thru, pick-up, or delivery to get food from restaurants—even with the option of dining in. So as more and more customers increase their digital engagement, brands must lean into this digital maturity and provide customers with a seamless online ordering experience. To help you do that, we launched a third wave of our proprietary research and got feedback from 8,500 consumers on their off-premise dining experiences. Let’s take a look at some of the top trends we found. Consumers are prioritizing a contactless experience Today’s consumers have a heightened awareness and concern for their health and safety and by this point, they will only remain loyal to brands that have the same priorities. With 3 out of 4 customers prioritizing a contactless experience, it’s important brands implement the right operational procedures to adhere to those expectations. During a recent restaurant industry roundtable, we addressed some of the biggest pain points brands are currently facing with off-premise dining and providing a contactless experience. One big challenge is being able to win over the customer in this very isolated and brief exchange. The dine-in experience holds many opportunities to impress, but when your entire interaction is running food out to a car or handing over a carryout bag, there is little room for error. And with 84% of consumers agreeing how food is packaged—secured, free of stains, + properly labeled—is important, the stakes are even higher. Most customers are turning to branded apps/websites for online orders We know more customers are ordering food online, but what’s their preferred method? Currently, 70% of consumers are using digital channels to order food, with 58% turning to the brand's website or app. Another interesting point here is, though third-party delivery usage continues to grow , only 12% of customers’ off-premise orders are coming through a third-party delivery provider. This is likely for 2 reasons: With heightened health concerns, customers feel safer interacting directly with the brand—as opposed to adding another point of contact. Economic and financial impact means customers are more conscious of price. Ninety percent will only pay $5 or less on delivery fees, with only 35% agreeing delivery is worth the cost. But before you throw your efforts into an in-house delivery strategy, consider this: 80% of customers want to pick up their own food (using either curbside or drive-thru) vs. having their food delivered. Your attention would be better served evaluating your branded app + website, ensuring it’s user-friendly, and providing a seamless ordering experience. Or, if your brand does not have these capabilities, it may be time to make the investment. Customers expect a seamless digital experience When launching a branded app, there are many things to consider. Many new apps don’t take off or succeed because they lack table-stakes features like ordering ahead, loyalty programs, and personalized discounts. To get a better idea ho...