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.
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?
31 Mar 2025
Mathematics shows that good service leads to higher profits—satisfied customers return and make repeat purchases, recommend the business to their acquaintances, and are much more likely to buy additional services or products when offered. Companies that value their customers succeed.
17 Mar 2025
In today’s dynamic market, understanding customer experience quality is crucial for companies aiming to stay competitive. Traditionally, mystery shopping has been a powerful tool for gathering such insights, yet it comes with limitations such as subjectivity, scalability issues, and slow feedback. Enter Artificial Intelligence (AI), which is transforming mystery shopping—not by replacing human shoppers, but by working alongside them to provide deeper and more actionable insights.
Challenges of Traditional Mystery Shopping
26 Feb 2025
Net Promoter Score (NPS) is one of the most popular metrics for measuring customer loyalty and how they perceive a product or brand. It evaluates how likely customers are to recommend a product or service. Combining this metric with a mystery shopping survey provides the opportunity for a more in-depth analysis of customer experience.
14 Feb 2025
When conducting mystery shopper research, selecting the right methodology is crucial for the success of the project. Our work goes beyond just carrying out the research - it also involves advising on the optimal approach that best fits the specific needs of the business. Based on years of experience, our team provides practical guidance to help clients navigate the numerous available options.
21 May 2020
11 May 2020
Dear friends,
We would like to thank everyone who took part in our survey! As promised, we are sharing the results with you. The survey was conducted between 23-27 of March. 519 people participated, and the share of ladies who completed it exceeded the share of men.
11 May 2020
19 Apr 2019
