Mystery shoppers visited in total 800 points of sale from various activities: car showrooms, banks, gas stations, retail, supermarkets, points of sale of telecommunications companies, tourist and catering facilities, service facilities. Slovenia leads in the quality of service in the region, Croatia in third place Heraklea doo, mystery shopping agency The research was done according to the acronym of the English word GUEST (guest) for Greet, Understand, Explain, Suggest, Thank, which consists of: greeting, determining the needs / desires of customers, product knowledge, offering an additional product to zthanks for visiting. Heraklea doo, mystery shopping agency In this year’s survey, Croatia is with a score of 75,12% occupied third place recording an increase of 1,96 percentage points compared to last year. With the best service in the region stood out Slovenia achieving a result of 83,44% and increase from 7,84 percentage points. S most areas for improvement and with a drop of even 15,41 percentage points she stood out Montenegro which achieved a result of 55,18%. Source: Heraklea doo, mystery shopping agency / Cover photo: Ibrahim Boran, Pexels.com As the best category, as in previous years, the category stood out product knowledge achieving a result of 92,57% you rise from 0,89 percentage points compared to the previous year. On the other hand, for several years in a row, the category offering additional products highlighted with the most areas for improvement. She achieved a result of only 34,35% and is the only category that recorded a decline compared to the previous year, and for 6,41 percentage points. In Croatia, the situation is the same as in the region, in the category product knowledge (90,27%) we achieved the best result, and we had the most areas for improvement in the category offering additional products (39,10%). In the period from 3 to 30 June 2019, for the eleventh time in a row, the Heraklea Agency, in cooperation with mystery shopping agencies from the region (Bosnia and Herzegovina, Montenegro, Macedonia, Slovenia and Serbia), conducted a service quality survey measuring the basic elements of good or quality service.