1 Lanka Startex Mystery Shopping (Pvt) LtdCompany 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 ProgramsMystery 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 ShoppingBest tool to gauge quality of service offered to customers at the moment of truth
6 Marketing & OperationsA 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 MethodsNon-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 standardsImprove presentation of your business Preserve brand image Enhance accountability at every level
10 Voice of the Customer Customer Satisfaction StudyGet 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 ProgramMost 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 inPreparation 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 LankaLanka 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 ; ;