Customer Experience Trends for 2019

19 Apr 2019

Get customer experience right and profit will follow. That’s the conclusion of a survey by Hotjar of 2,000 CX professionalspublished in November 2018. Only 12 percent of respondents regarded their companies as being mature when it came to customer experience.
  • Репортаж с Ива Господинова по БТВ

Do salespeople greet us with a smile?

13 Nov 2018

A bTV news report stated the results from an international research which Client X participated in. The goal of the survey was to measure how frequently we were greeted as customers, whether the employees smiled at us and if they offered us additional products in the retail outlets we visited.

Based on the data, the share of employees in Bulgaria who cover these basic requirements for customer service is increasing. In 2017 the mystery shoppers were greeted with a smile in 94% of the cases, while the same criteria measured 10 years ago was 67%.

  • Juliana Goranova answers questions about mystery shopping in Bulgaria for TV Evropa

Getting paid to go shopping and munching, or mystery shopping as a profession

25 Oct 2018

Juliana Goranova, manager of Client X, tells the TV Europe broadcast team about mystery shopping as a job which could be both a pleasant activity and an extra income opportunity. The assigned tasks may vary – from bank loan inquiry to eating in a restaurant.

Watch the video and learn what the mystery check looks like and what advantages this survey method offers – both for the companies and the consumers. You will also hear the opinion of a mystery shopper – what he gets from the job as a mystery shopper and why he chose it.