The fifth Mystery Shopping Day was held today at the Antunović Hotel in Zagreb, where the award for commitment to service quality was presented for the fourth consecutive time. The award was won by PZ Auto, the general importer of Volkswagen, Audi, Škoda, and Porsche, and it is awarded to the company that has managed to meet the prescribed service quality standards.
‘Companies send secret shoppers to their stores or branches for internal control, and their goal is to observe and record the behavior and attitude of employees towards the company’s clients. In this way, a customer-oriented business culture is developed,’ says Hrvoje Prpić from the Crane association and one of the initiators of the HG Spot IT equipment sales chain.
-This event aims to familiarize companies and highlight the need to align their business with the end user, i.e., the customer. Secret shoppers primarily have the role of sensing the atmosphere that a real customer might encounter in a particular store or branch. Their goal is to assess the mood, helpfulness, and friendliness of all employees, as well as the overall impression of a particular store or branch. In this way, the company’s management receives the necessary information, making it possible to develop a business culture of that company oriented towards the end user, i.e., the customer, said Prpić.
As part of the program, it was demonstrated how to develop a customer-oriented business culture, how mystery shopping truly affects the work atmosphere, and why it is sometimes very important for the customer to be offered another product. The event also presented the results of the second regional research on the basic elements of service quality from the entire former Yugoslavia, as well as from Bulgaria. (Siniša Maksimović, photo: Lider)
