At Service Management Group, LLC, 85 percent of employees say their workplace is great.



This review is based on 280 employee surveys, with a 90% confidence level and a margin of error of ± 2.29. It was published on Mar 1, 2018. 3427 Visitors

What Employees Say

People celebrate special events around here.
People here are given a lot of responsibility.
Management is honest and ethical in its business practices.
People care about each other here.
I am able to take time off from work when I think it's necessary.

What They Do

We asked Service Management Group, LLC to explain what they do. Here is what they had to say.

SMG uniquely combines technology and insights to help more than 450 brands listen better, act faster, and outperform competitors. By evaluating 200+ million surveys annually, we help brands create better employee and customer experiences, which drive loyalty and performance.

About this Company

Website: Industry: Professional Services
US Headquarters: Kansas City, Missouri, 64108 US Sites: 3
Major Locations: Boston, Massachusetts, 02110; Nashville, Tennessee, 37205 Employees Worldwide: 358
Corporate Structure: Private Founded: 1991

SMG's Bootcamp class stops by Union Station

Perks and Programs

We asked Service Management Group, LLC to share a few programs they feel really capture what's unique about their workplace. Here is what they had to say.

  • Frequent Celebrations: From their very first day at SMG, employees quickly learn that we take advantage of every opportunity to celebrate. New hires are welcomed with a tray of treats and a company-wide email that encourages everyone to come meet the new employee (and eat the treats). In their first month, new hires are toasted and introduced to everyone at a company-wide happy hour. As they gain tenure at the company, every anniversary is celebrated with an announcement at staff meetings, a gift card to a client business, and a catered, group lunch with the CEO. Five-year anniversary celebrations include an employee-selected glass fish for display on their desks, and the ten-year anniversary includes a stipend for a vacation. The only requirement is for the employee to send back a picture with a fish (an important symbol of loyalty and longevity at SMG).
  • Charity PTO: To encourage employees to give back to the community, SMG offers additional paid time off for charitable causes. This new policy was spearheaded by our CEO for SMG’s 25th anniversary in 2016. That year, employees were encouraged to donate 25 hours of their time, with SMG covering half of it as paid time off. The CEO led the charge by making a sizable donation to a local charter school. That “Year of Giving” was so successful, it’s become a permanent policy at SMG that has produced a rash of giving, with 30+ employees visiting an inner city school each week to read with students in a second-grade classroom, teams choosing to volunteer at local animal shelters for their team-building outings, and the SMG employee base as a whole ultimately contributing more than 2500 hours to the Kansas City community over the past two years.
  • Head-to-toe wellness program: SMG’s focus on total wellness is evident in multiple ways, including free, onsite biometrics screenings and flu shots to all employees (not just those on SMG’s insurance); daily, employee-led fitness classes; active participation in Kansas City Corporate Challenge; free, healthy snacks available on every floor; walking meetings; open stairwells to encourage employees to take the stairs over the elevator; and an active “Get Fit” team that focuses on bringing new wellness opportunities to the SMG office and provides leadership opportunities for those involved. The culture of wellness is prevalent at SMG and has inspired multiple employees to adopt a healthier lifestyle. In one case, an employee lost over 100 pounds and continues to be an example of healthy living. Due to SMG’s comprehensive commitment to wellness, our health insurance rates have decreased by 26% over the last 5 years.
  • Employee-inspired giving: In testament to the SMG family mindset, employees are able to organize company-wide giving opportunities to causes important to them. As an example, an employee was diagnosed with acute myeloid leukemia in early 2017. In response, his fellow employees quickly organized a bone marrow registration drive in partnership with international non-profit DKMS, with SMG covering the cost of testing. The drive collected more than 100 registrations, with over 40% of SMG employees registering.
  • Privileged holidays: In addition to standard PTO, SMG provides qualified employees with an additional 5.5 paid days off each year around major holidays, and to allow employees to celebrate their birthdays. Between Memorial Day and Labor Day, employees have the opportunity to take advantage of “Summer Hours” and leave the office at noon on alternating Fridays.
  • Toastmasters club: An international organization focused on communication and leadership development, the SMG “Top Box” Toastmasters Club was founded by an SMG employee in 2004. SMG sponsors employees’ membership and provides lunch for meetings held twice a month. The club consists of about 75 members representing all departments and levels of the SMG organization, including executive leadership. In addition to cultivating their public speaking skills, members are given the opportunity to build relationships with co-workers they may not otherwise meet, and are able to serve leadership roles as club officers or organizers of special events. SMG’s club touts its success as a whole and through individual members. The “Top Box” club consistently achieves distinguished club status as determined by Toastmasters International, and its members compete in and win Area, Division, and District contests. In 2017, SMG sent its first member to compete in the World Championship of Public Speaking in Vancouver, Canada.
  • Dog day Fridays: Each Friday, employees are able to sign up to bring their dogs to work. Welcome in meetings, under desks, and even roaming the stairwells, SMG’s dogs are another reason for employees to meet each other and communicate. Furry regulars quickly learn which employees keep treats at their desks, and new lasting friendships are formed.
  • PTO Donation: In cases where it’s authorized by the employee in need, SMG allows fellow employees to donate PTO, which creates a shared community of caring and makes it possible for employees to continue to hold their jobs while dealing with difficult health situations for themselves or immediate family members. In the past 3 years, SMG employees of all levels donated more than 600 hours to 4 associates.
  • Wanted poster program: Referrals and recommendations are an important driver of loyalty for our clients, and we find it’s the most effective way to hire at SMG, too. Employees are encouraged to recommend candidates they know, because we know the best way to grow our teams is to hire more people like those we already know to be successful. As an incentive, SMG offers cash bonuses (either on-the-spot or after 6 months of employment, depending on the role hired). This program has led to top-caliber talent being hired at SMG. Over a third of our hires come from the employee referral program.
  • Free Bikes: As an add-on to our wellness program, SMG gifts Trek road bikes to employees willing to compete in the Kansas City Corporate Challenge triathlon or duathlon (up to 5 each year). This encourages broad participation across the organization, with even historically inactive employees being inspired to take on a rigorous athletic event due to the incentive. Since 2007, 78 bikes have been awarded to SMG competitors.


100% Match of employee’s 401(k)/403b contribution up to 3% of salary
Bringing lunch to SMG


  • Flexible schedule (99% use it)
  • Telecommute option (4% use it)
  • Subsidized On- or Off-site Fitness (92% have access)
  • Onsite Amenities (Healthy snacks on every floor Fitness facility Daily employee-led fitness classes Chair massages Concierge services (dry cleaning, meal delivery, shoe repair, postal services) Discounts to local businesses Early access to tickets at a nearby concert venue Scheduled food truck lunches and coffee breaks Frequent celebratory lunches/happy hours/company-wide breaks Breakfast at company meetings Regular lunch-n-learns on personal improvement topics (e.g., healthy eating, meditation, financial health) Employee-led Mental Break sessions Biometrics screenings Flu shots For the past 2 years, we have been awarded the Healthy KC Silver Certified.)


60 days Job-protected maternity leave (including FMLA/STD) 30 days Fully-paid maternity leave (does not include personal vacation or paid time off)*
60 days Average length of maternity leave new mothers take60 days Job-protected paternity leave (including FMLA)
5 days Fully-paid paternity leave (does not include personal vacation or paid time off)*6 days Average length of paternity leave new fathers take
60 days Job-protected parental leave for adoptive parents (including FMLA)*5 days Fully-paid parental leave for adoptive parents (does not include personal vacation or paid time off)
*Employees are not required to use all their personal paid time off before taking parental leave. All employees are eligible for parental leave benefits.

Community and Environmental Impact

8 hours Paid time off to volunteer Yes Sustainable commuting program
Yes Recycling program


  • Written policy prohibits discrimination based on (at a minimum) age, disability, race/ethnicity, religious beliefs, gender and sexual orientation
  • Non-birth parents in same-sex relationships can take parental leave

Workforce Diversity

Making a difference with Lead to Read at KC elementary schools


SMGers are going green by planting trees with the Heartland Tree Alliance.

How to Get Hired

We asked Service Management Group, LLC for some inside information on how to get hired at the organization. Here is what they had to say.

What key characteristics tell you a prospective employee will be a great fit for your company?

To be a great fit for SMG, prospective employees should be collaborative, possess a continuous learner mentality (in learning about the role, the industry, the vertical, career progression), be self-motivated, a critical thinker (someone who has the ability to think outside the box to accomplish a project), well-versed in numbers and data, competitive, an active listener, a relationship-builder, and have superb verbal and written communication skills.  

What can prospective employees do to get your attention?

Prospective employees should do research on SMG and its product offerings (via, the SMG blog, social media) in preparation for their interview. At a bare minimum, prospective employees should have done enough pre-research to be able to articulate what SMG does in the very first conversation. This is a key indicator of initiative. Recruiters are looking for candidates who are confident and engaging on the phone and have prepared strong questions to ask that show a legitimate interest in SMG and the SMG business. 

Are there any positions or types of candidates you are particularly focused on hiring in this coming year?

SMG is focused on hiring account management and technology positions over the coming year. Account Management roles are focused on building strong client relationships, executing air-tight project management, and delivering analysis and insights through storytelling presentations to client executives.  Our tech team builds most of our technology in-house. This technology is responsible for everything from data collection, data intercepts, and survey instruments to how this information is aggregated within our reporting platforms and portals.  In fact, we have received 4 U.S. patents on our proprietary technology.  

What should interested candidates do to find out more and get started?

Interested candidates should spend time researching SMG—by visiting, downloading and reading content from the website, exploring the SMG blog, and getting a sense for the company and culture through our LinkedIn and Facebook pages. It’s also recommended that candidates make an effort to network with current SMG employees, either by reaching out to someone they already know or establishing a connection with someone in the position currently. This is especially relevant because we incentivize referrals from current employees. Finally, candidates should get to know our industry and our clients as a way to show thought leadership during the interview process.  

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