This year, Bosnia and Herzegovina is in the first place in terms of the quality of services at points of sale among the countries of the region, according to the research “Regional service-GUEST” by the Herakle agency in cooperation with agencies from the region.
This is the 14th survey of the quality of services in the region, which was carried out from June 1 to July 8 by Heraklea in cooperation with secret shopping agencies from Bosnia and Herzegovina, Montenegro, Macedonia, Slovenia and Serbia.
Secret shoppers measured the basic elements of good, i.e. quality service, such as greetings, determining customer needs/desires, knowing the product, offering an additional product, and thanking for the visit, according to the acronym of the English word GUEST for Greet, Understand, Explain, Suggest, Thank.
The best result was achieved by Bosnia and Herzegovina
The best result this year was achieved by Bosnia and Herzegovina, 87.67 percent, achieving an increase of 10.21 percent compared to last year.
In second place is Slovenia with a score of 81.03 percent and an increase of 5.19 percentage points compared to 2021, and in third place is Macedonia with an increase of 7.08 percentage points.
Together with Montenegro and Serbia, Croatia is below this year’s average of 75.29 percent, and took fourth place with a score of 72.47 percent.
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