A customer service audit compares what your policy says with what your customers actually get. We test the real experience across your branches, phone lines and online channels and score it against your own standards.
Greeting, helpfulness, patience and problem solving at counters and on the shop floor.
How quickly calls are picked up, whether the script is followed and whether the problem is solved on the first call.
Response time, tone, accuracy and whether the customer needs to ask twice.
What happens when a customer raises a problem: who listens, who owns it, and whether it is closed.
Whether customers can be served in Sinhala, Tamil and English where you promise it.
Which branches match your standard and which fall below it.
Customers who have a poor experience seldom tell you. They quietly go to a competitor, or they tell ten friends. An audit gives you the problem before it costs you the customer, and shows you which team to train.
We agree the standards and scenarios with you, run the checks over a set period, and score every location. The report shows the island wide picture first, then each branch, with practical fixes ranked by impact.
We cover every district of Sri Lanka, including smaller towns and remote areas, and we can work in Sinhala, Tamil and English.
Mystery shopping is the main method, and a service audit is the wider study. An audit can also include phone, email and chat checks and a review against your written standards.
Yes. We score against your policies and service promises, so the report matches how your team already works.
Yes. We cover the whole island, including smaller towns and remote areas.
Tell us what you need. We reply within 24 hours.
Request an Audit