03 Feb 2026
In today’s fast-paced business world, feedback is no longer “nice to have” — it is a critical asset. But what does the process look like through the eyes of the people who ensure this quality? We analyzed the results of our traditional annual satisfaction survey, involving hundreds of active mystery shoppers, and the findings tell a story of professionalism, efficiency, and mutual trust.
19 Sep 2025
Imagine the following situation: You walk into a store to buy a new coffee machine because your old one has stopped working. The sales consultant greets you with a smile and asks how they can help. You explain your problem, and they not only suggest suitable models but also tell you about different types of coffee, the production process, share tips for brewing, and even let you try a few varieties to find what suits your personal taste. In the end, you leave not only with a coffee machine but also with a pack of aromatic coffee beans, a new filter, and a wonderful mood!
08 Aug 2025
The article has been translated and reprinted from the MSPA EUROPE/AFRICA website. Its author is our colleague Ana Kraševac Brink, with whom we have worked on joint projects.
We consider the topic close to our reality and therefore interesting, which is why we have decided to share it with our audience.
08 Aug 2025
The article has been translated and reprinted from the MSPA EUROPE/AFRICA website. Its author is our colleague Bhairavi Sagar, Founder and Director of Onion Insights Pvt. Ltd.
We consider the topic to be close to our reality and therefore interesting, which is why we have decided to share it with our audience.
24 Apr 2025
Why is the smile one of the most frequently measured criteria in evaluating customer experience? Because it reflects attitude and is one of the simplest and most effective components of customer service. A smile is an invitation—it puts people at ease, signals confidence, and shows a willingness to help. Best of all, a smile is contagious! When someone smiles, they often receive a proportional reaction from the other side. And what business wouldn’t want their customers smiling and satisfied?
