Company
Profile
Startex Marketing Services
Lanka Startex Mystery Shopping (Pvt) Ltd
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
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
Services
Customer Experience Programs
Voice of the Customer Programs
Mystery Shopping
Customer Satisfaction
Study
Video Mystery
Shopping
Telephone Mystery
Shopping
Brand Standard Audits
Service Plan
Preparation
Staff Training
(for effective implementation
of Service Plan)
Net Promoter
Program
(Customer Loyalty)
Service Plan
implementation
Post-implementation
review and strategy
Services
Mystery Shopping
Best tool to gauge quality of service offered to
customers at the moment of truth
A successful Mystery Shopping Program helps all
departments to improve…
Marketing &
Operations
HR
• Ensure that
promises are
kept
• Right people
are chosen for
the right jobs
• Brand/product
visibility
• Save training
costs by
focusing only on
areas where
trainings are
required
• Ensure brand
image is
preserved
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
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
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
Brand Standard Audits
• Ensure adherence to
compliance standards
• Improve presentation of your
business
• Preserve brand image
• Enhance accountability at
every level
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
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
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
It is said that…
So…
The choice is yours!
For smiles
Tissa Jayaweera
Chairman/Managing Director
Tel ; +94 72 224 3468
Email; tissaj2009@yahoo.com,
Startex Marketing Services – Sri Lanka
Lanka Startex Mystery Shopping (Pvt) Ltd
Level 6, East Low Block, World Trade Center
Colombo 00100
Email ; lankastartex@gmail.com,
Amintha De Silva
Chief Operations Officer
Tel ; +94 77 441 6655
Email ; amintha67@hotmail.com,