Looking to uncover guest insights and drive action, Marston's partners with customer experience management provider SMG

"We chose to partner with SMG for its proven ability to deliver actionable insights about our guest experience," said Sarah Padden, Marston's Head of Insight and Guest Experience. "In addition to an intuitive technology offering and a robust reporting platform, we have the support of an experienced team that's invested in our success." "We chose to partner with SMG for its proven ability to deliver actionable insights about our guest experience," saidSarah Padden, Marston's Head of Insight...

"We chose to partner with SMG for its proven ability to deliver actionable insights about our guest experience," said Sarah Padden, Marston's Head of Insight and Guest Experience. "In addition to an intuitive technology offering and a robust reporting platform, we have the support of an experienced team that's invested in our success."

Marston's is capturing and measuring guest feedback at the point of sale with SMG's customer experience management platform. The real-time guest feedback is delivered to the smg360® reporting dashboard and mobile app, giving the company a holistic view of the guest experience while empowering field leaders with local guest feedback, role-based reports and location-level insights.

"As an organisation that's focused on helping brands use customer insights to drive business outcomes, our dual-focus on technology and professional services is a true differentiator," said Jeremy Michael, SMG Managing Director. "We're excited to partner with Marston's to help the company uncover new opportunities to enhance the guest experience."

About Marston's PLC
Marston's is the UK's leading pub operator and independent brewer. It has an estate of around 1,500 pubs situated nationally, comprising managed, franchised and leased pubs. It is the UK's leading brewer of premium cask and bottled ales. Marston's employs around 13,000 people. For more information about Marston's, please call Lauren Hagan at their press office Vital on 01926 338811 or email: [email protected].

About Service Management Group
SMG inspires experiences that improve people's lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyse, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.

Media Contact:
Paul Arnhold
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[email protected]

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