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Press release

Bulgaria – Smiles, Greetings, and Upselling: Where Do We Stand on the Global Customer Service Map?

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!

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Were We Smiling More in 2023 – What Insights Does the "Smiling Report" Reveal?

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?

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  • Smiling report Client X 2020

Smiling Report 2020: North America smiles and greets the most while there is a worldwide tendency of increasing the add-on sales

21 May 2020

MSPA Europe/Africa has released the 2020 Smiling Report for 16th year in a row. The 2020 report provides a summary of almost five million answers to questions focusing on Smile, Greeting and Add-on Sales metrics from 68 countries during 2019. Client X took part in the survey for 11-th year presenting the data collected by mystery shoppers in Bulgaria.
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  • 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%.

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  • 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.

By Client X Client X in the media Press release Read more...

Client X introduces an updated system for research results

25 Jun 2015

Following several months of designing, developing and testing, on June 5, 2015 we launched an upgraded version of the online platform for research results. The entire interface has been changed, so it could meet the highest needs of the company’s clients and also, make the access through mobile devices easier.
 
Many new result visualizations and processing options have been implemented. Most significantly:

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