Serbia is still the worst in the region in terms of service quality at points of sale
Serbia retained last year’s last sixth place among countries in the region according to the quality of services at points of sale, according to the research “Regional service-GUEST” by the Herakle agency in cooperation with regional agencies.
This is the 16th service quality survey conducted by Heraklea from June 1 to June 30 in cooperation with secret shopping agencies from Bosnia and Herzegovina (BiH), Montenegro, North Macedonia, Slovenia and Serbia.
Secret shoppers visited a total of 800 points of sale from various industries – auto industry, gas stations, financial industry, retail, tourist and hospitality facilities and service facilities.
The research measures the basic elements of service quality, namely the greeting, determining the needs/desires of customers, knowledge of the product, offering an additional product and thanking for the visit.
The best of Bosnia and Herzegovina
Bosnia and Herzegovina stood out with the best service in the region again this year, achieving a result of 89.53 percent, which is an increase of even 5.55 percentage points compared to last year.
In second place is North Macedonia with a result of 79.73 percent and an increase of 1.10 percentage points compared to 2023, and in third place is Slovenia with a result of 78.80 percent and an increase of 0.20 percentage points. Montenegro is in fourth place with a score of 76 percent.
Croatia and Serbia are below this year’s average of 75.22 percent and took fifth and sixth place respectively – Croatia with a result of 69.50 percent, with a drop of 0.18 percentage points, while Serbia with 66.67 percent achieved growth of 0.36 percentage points.
Additional product – the worst category
The category that achieved the best overall result, as in previous years, is the product knowledge category with a result of 87.25 percent, although it recorded a drop of 6.56 percentage points compared to 2023.
As in previous years, the worst-ranked category is the offering of an additional product, which achieved a result of only 48.12 percent, although it recorded an increase of 9.95 percentage points compared to last year.
Observed by activities, the best result, same as last year, was achieved by service activities, achieving a result of 8.18 percent.
For a number of years, retail has stood out as the industry with the most areas for improvement, and this year it achieved a result of 68.08 percent, which is an increase of 0.52 points compared to last year’s results.
Source: Agencies, BIZLife
Photo: Pixabay, Freepik
Source: bizlife.rs
