Rajitha Cooke
Director

Q: How important are customers as key stakeholders of your business?

A: Customers are paramount as key stakeholders of our business. Their significance extends beyond being consumers to shaping our strategies and influencing our growth.

Customer satisfaction is the bedrock of our success, driving loyalty and fostering positive word of mouth. We prioritise understanding and meeting their needs, recognising that a satisfied customer not only ensures business continuity but also contributes to the overall success and reputation of our organisation.

Q: And how do you view today’s consumers and their needs?

A: Modern consumers prioritise transparent and effective services, driven by a discerning and value oriented approach.

Increased awareness of health and environmental concerns fuels the demand for eco-friendly pest control solutions. Discerning customers expect personalised services for their specific pest control needs, emphasising the importance of swift and reliable responses.

The convergence of technological innovation and service provision plays a crucial role in meeting the evolving expectations of today’s clientele.

Q: In what ways has the country’s economic environment impacted buying behaviour?

A: The economic crisis has had a nuanced impact on the pest control sector. The surge in remote work has increased demand for professional pest management – particularly for homes facing mosquito and termite issues.

Simultaneously, financial constraints have led consumers to prefer cost-effective DIY pest control solutions.

This dual demand underscores the sector’s adaptability to provide professional interventions with the rising popularity of self-administered methods, showcasing resilience and innovation in response to economic fluctuations and changing consumer behaviours.

Q: What steps does your organisation take to achieve customer excellence?

A: Dedicated to customer excellence, our organisation prioritises satisfaction and long-term relationships. We actively listen to customer feedback, maintaining open communication and addressing concerns promptly.

Unwavering commitment to high quality, environmentally sensitive solutions is upheld through staff training and cutting-edge technology.

Our customer-centric culture fosters empathy, creating positive and memorable experiences. We take proactive responsibility for resolving issues, ensuring a proactive and customer focussed resolution approach.

Q: Does your organisation offer customers a ‘phygital’ experience?

A: Suren Cooke Agencies seamlessly blends digital technology with physical services to deliver an integrated phygital customer experience, elevating convenience and operational efficiency.

Our commitment to innovation is evident in the incorporation of cutting-edge pest control technologies. These solutions amalgamate traditional physical treatment methods with advanced digital monitoring and reporting tools.

Q: In your view, is customer loyalty a thing of the past?

A: Our unwavering commitment to building lasting relationships – especially with emerging segments like Gen Z – is integral to our success. Customers are not merely clients but vital contributors to our thriving community engagement and environmental education initiatives.

Our customer-centric ethos extends beyond transactions to provide exceptional after sales services, exemplified by over 36,000 warranties issued since 2014 with a remarkable 0.5 percent return rate.

Our 50-strong customer relations team and ongoing investment in research underscore our dedication to meeting evolving customer needs.

Q: What role does technology play in achieving customer excellence? And how does your organisation leverage technological advancements?

A: Leveraging cutting-edge technology, our eco-friendly pest control organisation ensures customer excellence through innovative solutions.

Technological advancements such as termite detection cameras, targeted termite baiting and drone surveillance for disease prevention to name a few underscore our commitment to safety and efficiency.

Telephone: 2686020 | Email: info@surencooke.com | Website: www.surencooke.com