In terms of the quality of services, politeness of service staff and knowledge of what is being offered to customers, Serbia ranked fourth among six countries in the region this year.
Slovenia is in first and Montenegro is in last place, according to the Regional Service-GUEST survey conducted by the Heraklea agency.
This is the 11th survey on the quality of services in the region, conducted by Heraklea in cooperation with similar agencies via mystery shoppers, encompassing Serbia, Croatia, Slovenia, Bosnia and Herzegovina, Montenegro and Macedonia. The survey was conducted in June this year, and mystery shoppers visited a total of 800 different points of sale in all surveyed countries – the auto industry, petrol stations, financial industry, retail, tourist and catering facilities and service facilities.
In the Western Balkan region, Bosnia and Herzegovina ranks first, North Macedonia second, while Croatia, Montenegro and Serbia are below this year’s average.
For several years in a row, retail has stood out in Serbia as the industry with the most room for improvement, and this year it achieved a result of 67.56 percent and a drop in the quality of service compared to the previous year, by 3.14 percentage points.
A decrease compared to the previous year was also recorded at petrol stations, by 3.29 percentage points.
(Bloomberg Adria, 03.09.2023)
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