On March 21, 2018, representatives of major Slovenian companies attended the Mystery Shopping Day held at the Radisson Blu Hotel in Ljubljana. The event was organized for the seventh consecutive year by the agency Skrivnostni nakup, d.o.o. While service quality and customer relationship evaluations at points of sale abroad are very well established, such practices are still lacking in Slovenia, particularly in the hospitality, tourism, and healthcare sectors.
Skrivnostni nakup, d.o.o. is the only specialized mystery shopping agency in Slovenia and the only one from Slovenia to be included in the elite club of the MSPA – the Mystery Shopping Providers Association. Over its 14 years of operation, the agency has carried out more than 75,000 evaluations for numerous Slovenian and international companies.
As emphasized by the agency’s director, Natalia Ugren, today it is not only sales results that matter, but above all customer satisfaction. “Many Slovenian companies still monitor only basic business indicators, such as monthly turnover. However, attention must also be paid to other key performance indicators, among which customer satisfaction is crucial and is significantly influenced by employees through their attitude. Customers go where they feel good, where in addition to the desired product they also receive eye contact, a smile, and kindness. Customer interaction and continuous improvement of the customer experience are essential,” Natalia Ugren further explained.
The management of Slovenian companies (directors and heads of sales, marketing, human resources, and quality departments) were introduced to new developments and examples of best practices in improving customer experience by:
- Natalia Ugren, Director of the agency Skrivnostni nakup, d.o.o.
- Stefaan Vandroogenbroeck from Belgium, Board Member and incoming President of the MSPA – Mystery Shopping Providers Association
- Boštjan Trstenjak, Director of Corporate Business Control and Investigations for Slovenia and international markets at Petrol, d. d.
- Gorazd Mavretič, Sales Support Specialist in the business network at Sberbank, d. d.
- Slavko Očko, Executive Director of M Tehnika, Mercator, d. d.
- Dr. David Đukić, Director of the Institute for Professional Sales.
Experiences and opinions on mystery shopping were also shared during a roundtable discussion. At the conclusion of the event, 19 companies that participated in the Mystery Shopping Star 2017 project were highlighted, namely:
- Avto Krka, d. o. o.
- Bambini, d. o. o.
- Bauhaus, d. o. o., k. d.
- Colby, d. o. o.
- Engrotuš, d. o. o.
- Fraport Slovenija, d. o. o.
- G4S, d. o. o.
- Gorenje GSI, d. o. o.
- Lagardere Travel Retail trgovina, d. o. o.
- Loterija Slovenije, d. d.
- Mercator, d. d., izvršno področje M Tehnika
- Metro, d. o. o.
- Mlinotest, d. d.
- Mol Slovenija, d. o. o.
- Petrol, d. d.
- Telemach, d. o. o.
- Tinkal, d. o. o.
- Tobačna, 3DVA, d. o. o.
- Unicommerce, d. o. o.
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