Business
Barista tops LMD Customer Service Online Survey for 2nd time
The largest café chain in Sri Lanka, Barista topped the charts for the second time in the renowned LMD Customer Service Online Survey for 2021. The survey is carried out by the LMD magazine every year and gauges customer service excellence in various sectors via an online survey by its readers. The 2021 edition was carried out during the most challenging time period for Sri Lanka as the country was under a lockdown several times and businesses were forced to operate under stringent COVID-19 regulations.
Speaking of the recent achievements Chief Executive Officer of Barista Dilupa Pathirana said, “In the aftermath of the COVID-19 restrictions, the hospitality and food industry took a huge hit. We had to redefine our customer service standards and move to serving customers online. Barista decided to change our strategies and take all the risks and chances and came out of our comfort zone to treat customers with love and care during this time. We were able to prove that the brand is not just a cup of coffee but a lifestyle partner who’d face anything with our stakeholders. Throughout the pandemic, Barista increased brand accessibility and affordability despite many challenges. Timely digital transformation of business platforms and redefinition of service standards that are suited for digital operations helped the brand to win the hearts of customers.”
Barista embeds customer service into the organization’s DNA through initiatives involving change management, open communication, employee empowerment and instilling collective brand responsibility across all departments. Barista’s human resource department plays a vital role in carrying out brand enhancement activities, be it to conduct a complete training and development program for their young brew masters, implement an incentive plan for following customer service guidelines diligently or simply send a letter of appreciation upon receiving customer compliments.
“As the leader in the market we believe that we have a greater responsibility to expand the market and set service standards and we have decided to use innovative and alternative channels to reach out to new customers to increase Barista’s customer base and consumption frequency. Our intention is to grow our business through partnerships with global and local delivery platform providers, and the newly launched Barista E-PSHOP and Barista Mobile App which is also the first ever mobile app launched in Sri Lanka by a café chain. As a company we plan to reach new geographical markets – especially tourist hot spots such as Mirissa, Ella, Sigiriya, Arugam Bay and more suburban areas by franchising with local entrepreneurs who are interested in operating a café with top rated coffee and service experiences’’ added Pathirana.
The total outstanding market liquidity surplus or excess funds available in Sri Lanka’s banking system for lending and transactions declined by Rs. 36.65 billion in a week, according to the Central Bank’s latest economic indicators report.
An economic researcher analysing the data noted: “Treasury bill and bond auctions likely drained liquidity. If this tightening persists, short-term interest rates could rise, raising borrowing costs and potentially slowing economic growth. The situation warrants close monitoring, especially as the manufacturing sector is already facing a slowdown whether due to seasonal or structural factors.”
The report also highlighted the following developments in Sri Lanka’s economy:
Fiscal improvements: The deficit has narrowed but remains elevated.
Sectoral trends: The stock market rallied, and the services sector showed slower expansion (tourism, retail and IT driving resilience).
Total expenditure and net lending increased to Rs. 1,301.9 bn during the three months ending March 2025 compared to Rs. 1,197.5 bn in the corresponding period of 2024.
During the three months ending March 2025, the overall budget deficit decreased to Rs. 234.5 bn compared to Rs. 281.3 bn recorded in the corresponding period of 2024
The rupee value of T-Bills and T-Bonds held by foreign investors decreased by 2 per cent in comparison to the previous week.
“The April 2025 industrial slowdown points to weaker output, likely due to seasonal factors such as holidays or subdued demand. However, this was partially offset by an expansion in the Services PMI, offering some relief. The broader economic outlook for Sri Lanka remains uncertain, as these mixed signals unfold as Sri Lanka would receive a tariff letter from the US in the coming weeks. With market liquidity already tightening due to government borrowings from the banking system, policymakers face mounting challenges in balancing growth and stability,” the economic researcher noted.
By Sanath Nanayakkare
AIA Sri Lanka’s ‘Pawfect Match’ campaign, in partnership with animal welfare groups, inspired 500+ adoptions of stray pets. The initiative highlighted adoption, responsible ownership, and compassion, tackling Sri Lanka’s stray animal crisis. AIA thanks all supporters for their life-changing impact.
The campaign served as a reminder that even small acts of kindness like adopting a stray can make a big impact. It also provided an opportunity for the public to learn more about responsible pet ownership, animal rights, and the importance of compassion toward all creatures.
Calton Sweet House Pvt. Ltd., a key part of Calton Group, was honored as the Best National Industry Brand in the Medium-Scale Food and Beverage Sector at the National Industry Brand Excellence Awards 2024, organized by the Industrial Development Board. Deshamanya Mahesh De Silva, Director of Finance and IT at Calton Group, accepted the award.
Established in 1991, Calton Sweet House has over 30 years of excellence, specializing in cakes, snacks, and frozen bakery items, with 20+ outlets across Negombo, Katunayake, and Colombo, including at Bandaranaike International Airport. The company holds ISO, HACCP, and GMP certifications, ensuring top-quality standards.
Starting as a small store in 1983, Calton Group now employs 300+ staff and operates multiple businesses, including Calton Hyper Market and Calton Catering, while partnering with global brands like Unilever and Upfield. The group remains committed to serving customers with high-quality, safely packaged food products.
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