1. Lanka Startex Mystery Shopping (Pvt) Ltd
Company
Profile
Lanka Startex Mystery Shopping (Pvt) Ltd
Startex Marketing Services

2. Our Mission
Our mission is to assist businesses in making informed decisions about their customer care and service delivery. We strongly believe that this can only be achieved through Honesty, Relationship Building, Customer Loyalty, Cross Selling with result oriented trained Employees

3. Company Facts
Since 1998, our parent Company Startex has been actively engaged in helping national & international clients improve their customer experiences
Member MSPA (Mystery Shopping Providers Association) since 2000
Field operations since 2010 in Sri Lanka

4. Services Customer Experience Programs Voice of the Customer Programs
Mystery Shopping
Video Mystery Shopping
Telephone Mystery Shopping
Brand Standard Audits
Customer Satisfaction Study
Net Promoter Program
(Customer Loyalty)
Service Plan Preparation
Staff Training
(for effective implementation of Service Plan)
Service Plan implementation
Post-implementation review and strategy
Customer Experience Programs
Voice of the Customer Programs

5. Services Mystery Shopping
Best tool to gauge quality of service offered to customers at the moment of truth

6. Marketing & Operations
A successful Mystery Shopping Program helps all departments to improve…
Marketing & Operations
Ensure that promises are kept
Brand/product visibility
Ensure brand image is preserved HR
Right people are chosen for the right jobs
Save training costs by focusing only on areas where trainings are required
Supply Chain
Ensuring product is available at the right time at the right place
Finance
Invest in the right people & processes
Management
Focus on the core areas of concern

7. Mystery Shopping Methods
Non-video
Trained mystery shoppers visit designated client locations posing as customers
Interact with staff and make observations as per agreed format
A scored report is shared with the client
Video
Entire experience is recorded using hidden audio/video equipment
Acts as a self-validating tool
Provides excellent input to training
Telephone
Telephone etiquettes of staff
How Product info is provided over telephone
Telephone protocols are being followed
Courtesy and helpfulness

8. Everything just a click away!!
Reporting
Our state of the art online reporting system has been developed keeping in view international mystery shopping reporting standards and client requirements
Dashboard view for senior management
Comparison reports
Oops & Wows report
Geographical reporting
Variety of analyses
All reports downloadable
Time
Resources
Money
Everything just a click away!!

9. Brand Standard Audits Ensure adherence to compliance standards
Improve presentation of your business
Preserve brand image
Enhance accountability at every level

10. Voice of the Customer Customer Satisfaction Study
Get feedback regarding
Your products and services
Your performance vis-à-vis customer expectations
How your products compare with the competitor offering
Process level gaps
Suggestions for improvement

11. Voice of the Customer Net Promoter Program
Most preferred customer loyalty metric that helps businesses grow by strengthening customer relationships
Helps converting customers into brand ambassadors
A comprehensive program that promotes customer-centric culture
Helps a company manage retention, share of wallet, positive word-of-mouth and attrition figures

12. Service Planning Startex can provide assistance in
Preparation of Customer Service standards
Works as a CS bible in which everything related to Service is laid down including process details, stakeholders involved, accountability framework etc.
Helps clearly communicate management expectations across the organization
Clearly mentions working parameters and helps in inter-departmental communication
Service Plan Development
A comprehensive Customer Service strategy for standardized experience across channels
Channel-wise efficiency, goal setting, accountability and communication structures
Review, rewards & rehabilitation framework

13. It is said that…

14. So…
The choice is yours!

15. For smiles Startex Marketing Services – Sri Lanka
Lanka Startex Mystery Shopping (Pvt) Ltd
Level 6, East Low Block, World Trade Center
Colombo 00100 ;
Tissa Jayaweera – Chairman/Managing Director
Ph:
Tissa Jayaweera
Chairman/Managing Director
Tel ; ;
Amintha De Silva
Chief Operations Officer
Tel ; ;