CUSTOMER EXCELLENCE SURVEY 2024

VOICES OF CONTENTMENT

LMD’s exclusive online survey unveils Sri Lanka’s most revered service providers

Your most unhappy customers are your greatest source of learning

Bill Gates

In today’s competitive landscape where choices are plenty and customer loyalty is a precious asset, knowing what makes consumers tick is more important than ever.

With the pandemic and economic downturn affecting the dynamics of customer service over the last few years, understanding consumer expectations has become essential for businesses that are aiming to thrive.

In its latest international Customer Experience Excellence report, KPMG reveals that continuous disruption is the new normal. Keeping pace with the modern digitally connected customer isn’t good enough – the greater challenge lies in staying ahead by implementing emerging technologies, processes and organisational changes.

The report also highlights the transformative power of technology, particularly AI, to effect massive change and redefine the customer experience.

“Consumers are becoming hyper aware of price and want to stretch their dollars, making them more conscious of the value for spend. Consumers are also seeking a high quality experience – including in-person – that goes beyond product quality, range and price. In essence, they want the best [of what] companies can deliver,” states Jeff Mango, the Managing Director of KPMG USA’s Customer Experience Practice.

To check the pulse of local consumers, LMD’s annual online survey was conducted across 34 diverse categories, reflecting the broad spectrum of services that impact our lives.

Our mission?

To uncover the service providers who excel – and discover what delights (or disappoints) consumers.

For the second consecutive year, Fashion Bug retains its leading position in the clothing and accessories category with NOLIMIT, Hameedia, Bata Shoe Company of Ceylon and Barefoot as close contenders.

Among home and kitchenware stores, Singer Mega gains top position, followed closely by Abans, Damro, House of Fashions and Arpico.

The most popular supermarkets continue to be Keells and Cargills Food City, with Arpico Supercentre moving ahead of SPAR this year and Lanka Sathosa claiming fifth place.

In the online categories, Daraz remains at the forefront for electronics and homeware while Fashion Bug retains its pole position in clothing. Meanwhile, Digital Mobility Solutions Lanka (PickMe) claims the prime spot in the online food and grocery category.

Colombo Jewellery Stores takes over from Vogue Jewellers as the leading jewellery store for the year. Meanwhile, Chatham Luxury Watches continues to claim the top spot in the luxury watches category.

Among spas and wellness centres in Sri Lanka, Spa Ceylon and Siddhalepa Ayurveda Spa continue to lead for service excellence, holding their positions from the previous year, while Serenity Spa claims the third spot.

The five hospitals celebrated for service excellence are consistent with last year’s results, though their rankings have shifted. Asiri Hospital Holdings continues to shine at the top, followed by Nawaloka Hospitals, Hemas Hospitals, Lanka Hospitals Corporation and Durdans Hospital.

In a recently introduced category, Asiri Pharmacies secures the highest ranking among pharmacies with Rajya Osusala, Hemas Hospitals Pharmacy, Healthguard Pharmacy and Union Chemists trailing closely.

The three leading service oriented telcos this year are Dialog Axiata, SLT-MOBITEL and Hutchison Telecommunications Lanka.

In the international airlines category, the national carrier SriLankan Airlines retains its lead over Emirates, Singapore Airlines, Qatar Airways and Malaysia Airlines. Meanwhile, Cinnamon Air, Helitours and FITS Aviation are the most popular choices in the domestic airlines segment.

Commercial Bank of Ceylon maintains its No. 1 position in the banking sector, followed by Bank of Ceylon in second place and Hatton National Bank (HNB) in third.

And Softlogic Life Insurance secures the top position in the life insurance category while Ceylinco General Insurance remains the favoured option for general insurance.

In the Colombo hotels category, Hilton Colombo holds the prime position, followed by Galadari Hotel, Shangri-La Colombo, new entrant ITC Ratnadipa, and Cinnamon Grand Colombo.

According to survey respondents, The Lagoon and Upali’s Restaurant are the top two restaurants for the year.

And for the second consecutive year, Digital Mobility Solutions Lanka (PickMe) emerges as the favoured option for taxi services, surpassing Uber.

With many established leaders maintaining their positions and new contenders emerging, understanding the nuances of customer satisfaction will be pivotal for organisations in this country that seek to improve their level of service excellence.