This year, Montenegro achieved the worst result in the categories Greeting, Product Knowledge and Thanks for visiting. Slovenia complied with all standards in the Product Knowledge category (100,00%), but had the most areas for improvement in the Customer Desire / Needs Determination category (55,00%). Serbia achieved the weakest result in the category of offering additional products (23,60%). The best category, for many years in a row, is the category Product knowledge, and this year it achieved a result of 95,26% you rise from 2,69 percentage points compared to the previous year. On the other hand, also several years in a row, category Offering additional products stands out with the most areas for improvement. This year she achieved a result of only 39,47%, although it recorded an increase compared to the previous year, by 5,12 percentage points. In the period from June 15. by July 15, 2020, Heraklea conducted research for the twelfth time in a row in cooperation with secret buying agencies from the region (Bosnia and Herzegovina, Montenegro, Macedonia, Slovenia and Serbia), despite the emergency situation caused by the coronavirus pandemic. quality of service by measuring the basic elements of quality service, namely: greeting, determining the needs / desires of customers, knowledge of the product, offering an additional product and thanks for the visit, according to the acronym of the English word GUEST (guest) for Greet, Understand, Explain, Suggest, Thank. ACTIVITIES BY REGION In Croatia, the situation is the same as in the region, in the category Product knowledge (94,21%) we achieved the best result, and we had the most areas for improvement in the category Offering additional products (34,90%). Source: Heraklea / Photo: Andrea Piacquadio – Illustration: HrTurizam.hr The largest increase compared to last year was recorded by the category Determining the wishes / needs of the customer, and that for 6,46 percentage points. In this year’s survey, Croatia achieved the same result as in 2019, 75,12% and thus confirmed its third place last year. As last year, Croatia she occupied third place and achieved the same result as in 2019, 75,12%. In this year’s survey, Croatia is with the same result as last year (75,12%) occupied third place. With the best service in the region stood out Bosnia and Herzegovina achieving a result of 86,65% and an increase of even 16,82 percentage points, which is the largest increase comparing results by country. WITH most areas for improvement and this year stood out Montenegro achieving a result of 63,00% and fall from 7,82 percentage points. Comparing this year’s results achieved by Croatia with the results from last year, we can see that the decline was recorded in two categories. Bigger, for 4,20 percentage points in the lowest rated category, Offering additional products and somewhat smaller, for 2,12 percentage points in the category Greeting new member of. Bosnia and Herzegovina has achieved best result, respectively 86,65% and compared to the previous year it recorded the largest increase, for 16,82 percentage points. In elsewhere is again this year Macedonia with a score of 82,47% and falling from 0,67 percentage points compared to the previous measurement. These are the only two countries above this year’s average 75,58%. Mystery shoppers from the five listed countries visited in total 800 points of sale from various industries, namely: car dealerships, banks, gas stations, retail, supermarkets, points of sale of telecommunications companies, tourist and catering facilities, service facilities. As in previous years, the worst ranked category is Offering additional products, which achieved a result of only 39,47%, although it recorded the largest increase compared to the previous year, and for 5,12 percentage points. In the first place in this category, with a result of 60,00%, Macedonia stood out, while Serbia had the most areas for improvement, since it achieved a result of only 23,60%. Category Product knowledge has, as in previous years, achieved the best overall score since 95,26% and recorded an increase of 2,69 percentage points compared to the previous year. With the best result in this category, Slovenia stood out (100,00%), while Montenegro with the result of 82,00% recorded the most areas for improvement and achieved the largest decline in this category, by 2,00 percentage points. Category Thanks on a visit also recorded an increase over the previous year. She achieved an overall score of 77,97% and increase from 0,80 percentage points. Bosnia and Herzegovina recorded the largest increase in this category (24,47 percentage points) and achieved the best result, with 90,67% ahead of Slovenia, which was in first place in this category for six years in a row and which is in this category. achieved only a slightly weaker result, 90,00%. Montenegro is at the bottom of the list again this year with a result of 64,00%. Looking at the results by activities, we can conclude that this year they stood out the most car showrooms with a score of 97,22% and record an increase in service quality for 8,12 percentage points compared to last year. Regardless of the extraordinary circumstances in which we all find ourselves, the quality of service is still extremely important, says Željka Bakmaz, director of Heraklea doo and adds: “Quality service represents added value for the customer and significantly affects the overall satisfaction of the purchase, and a satisfied customer is also a loyal customer. Given the fact that research shows that 75% of customers return precisely because of sales staff and their relationship with customers, it is extremely important to continuously dedicate to improving the quality of service, which in fact includes the basic elements we all expect when we come to a point of sale. what we measure in this research” Like last year, we achieved the best result in the category Product knowledge (94,21%), and we had the most areas for improvement in the category Offering additional products (34,90%). Category Greetings is with a score of 86,96% was in second place, in third place category Thanks (85,23%), and category Determining the wishes / needs of customers with a score of 66,00% placed in the penultimate, fourth place. Supermarkets have, for many years in a row, stood out as the activity with the most areas for improvement, and this year they achieved a result of 58,04% and the largest decrease in the quality of service compared to the previous year of all activities, for 3,25 percentage points. The largest increase compared to the previous year was recorded in banks, za 10,28 percentage points, ie the result of visits to banks increased from 68,25% last year to 78,53%. In the category Determining customer needs / desires a score of 67,67% and it is the only category that recorded a decline compared to the previous year, and for 4,71 percentage points. For the second year in a row, Macedonia stood out with the best result in this category, achieving a result of 87,00%, while Slovenia stood out with the highest area for improvement, achieving a result of 55,00% and recording the largest decline in this category. , by 21,00 percentage points. First-ranked Bosnia and Herzegovina achieved the leading position in the categories of Greetings and Thanksgiving, and second-ranked Macedonia in the categories of Determining the wishes / needs of customers and Offering additional products. Na fourth je place with a score of 74,52% Slovenia, which for the second year in a row recorded the largest decline compared to the previous measurement, and this year achieved a weaker result for 8,92 percentage points in relation to last year’s (83,44%). Serbia is this year with a score of 69,26% na fifth place having achieved a decline of 1,24 percentage points. Although with an improvement over 2019 from even 7,82 percentage points, Montenegro this year with a score of 63,00% highlighted with the most areas for improvement. Category Greeting new member of is in second place, with a score of 87,54% and with an increase of 4,50 percentage points compared to last year. In the category of greetings, Bosnia and Herzegovina is in first place with a result of 95,00%, while Montenegro stood out with the highest area for improvement with a result of 72,00%, although it achieved the largest increase in this category, by 20,48 percentage points.
Our Sports ReporterGUWAHATI: The All Assam Veteran Doubles Tennis Tournament, organized by North East Tennis Foundation (NETF), concluded yesterday. The prize distribution function was attended by Amal Dutta Lahkar, former President of India Club and IP Baruah, former Director of NEEPCO.The results of the final matches are:-Ladies Doubles above 35 years:- Winner: Bonita Dutta and Sunumoni Barkataki. Runner-up: Bobita Langthasa and Nazneen Zaffar.Mixed Doubles above 35 years:- Winner: Bonita Dutta and Dipjyoti Baruah. Runner – up: Nazneen Zaffar and Sahnawaj Zaffar.Gents Doubles above 35 years:- Winner: Atanu Gogoi and Abdul Hakim. Runners up: Bikram Barkataki and Dipjyoti Baruah.Gents Doubles above 45 years: Winner: Dr Anshuman Dutta and Ashish Agarwal. Runners up: Randip Baruah and Bulbul Das.Gents Doubles above 55 years: Winner: Dr. Bharat Phukan and Siddharth Sarmah. Runners up: Gopal Dutta and Hyder Ali Rymbai.Also Read: All Assam Veterans Doubles Tennis Tournament begins today in GuwahatiAlso Watch: Protester catches fire while staging a protest against CAB in Nagaon read more
Revelstoke now meets Osoyoos in the Okanagan Conference Final.Tonight the Castlegar Rebels, leading 3-1 in the series, can eliminate the Beaver Valley Nitehawks at home. Game time is 7:30 p.m. in Castlegar.Meanwhile, the Fernie Ghostriders look to take the lead in the Eddie Mountain series against Creston when the teams hook up Thursday in Fernie.The series is tied 2-2. Two teams have booked tickets to the conference final after the Revelstoke Grizzlies blasted Kamloops Storm 10-4 in Kootenay International Junior Hockey League Playoff action Wednesday in Revelstoke.The Grizz scored four times in each of the first two periods to halt the Storm and win the best-of-seven series 4-1. read more