‘Value for money’ was the motto of this year’s 6th mystery shopping day held on February 18 at the Antunović hotel in Zagreb, organized by the Heraklea agency. In front of about a hundred visitors from as many as 62 companies, this year’s traditional award for commitment to service quality was awarded to T-Com for its continuous investment and dedication to improving service quality.
– For several years, we have been monitoring the level of our services with the help of secret shoppers. Based on their observations, we have managed to improve our service. We were criticized for being slow, that clients could not resolve all their problems and requests with a single phone call, or that some of our employees were not dedicated enough. Last year, we ordered secret shopper services on two occasions – said Sanja Bračun, senior advisor and head of the Market Research Department at T-Com, admitting that in the early years this move caused unrest and discomfort in the company, but as soon as it became clear that the observations of secret shoppers served to improve the system, not to punish, employees accepted it.
