Improve customer experience [CX] based on in-depth research

We present our clients with customer experience analytically, set realistic metrics and develop a unique corrective action strategy.

MYSTERY SHOPPING

Mystery Shopping helps our clients to measure the performance of the quality of service, see the situation in the facilities from the eye of their customer, reduce employee turnover and improve sales results.

RESEARCH

Customer behaviour research is one of the key elements for our clients’ decision making. As Edward Deming said, "Without data, you're just another person with an opinion."

01

PERFECT SERVICE PROGRAM

Motivational PSP is based on the mystery shopping results. According to our clients' salespeople, PSP is the first fair motivation program that focuses on the essence.

02

INSTORE AND PRICE AUDIT

Providing examination of client's and competitor's prices and discounts in the field, as well as control of the client's retail store quality.

03

NET PROMOTER SCORE

Customer loyalty is correlated with the sale increase-decrease in the upcoming period. NPS is a leading tool for measuring loyalty.

04

NET HAPPINESS SCORE

The happiness level of a salesperson at work is connected with customer loyalty. NHS is a tool for measuring happiness of employees in sales and an HR program evaluation.

Our clients, fieldwork and AdHoc projects in Serbia and Southeast Europe

REFERENCE LIST

Petrol stations

Lukoil, NIS Gazprom, AVIA, Mol, Petrol Ofisi, OMV

Real Estate

MPC Holding, Navigator, Ušće Shopping Center, Immo Center, Novi Mercator

Retail

DexyCo, Doming, Roma Company, Djak Sport, Dubravica

Drogerie and Pharmacy

Lilly Drogerie, Novartis, NIVEA, The Body Shop

Finance and Insurance

Porsche Leasing, Uniqa, EBRD and Tilburg University, MFB

Fashion

LC Waikiki, Galileo, Springfield, Cortefiel, Womens’ Secret, Converse, Lindex, Max&Co

Automotive

Volkswagen, Audi, Seat, Porsche, AK Kompresor - Renault, Jeep, Fiat, Hyundai, Nissan, JEEP

Betting

Balkan Bet

FMCG

Gomex, Metro CC, Univerexport, Wolt - Doordash

Telecomunication

Comtrade distribution, Win-Win, Huawei

HoReCa

Hotel Intercontinental Slovenija, Dufry Srbija, Maistra Hoteli Hrvatska

B2B

Albo, AHK, Rio Tinto, Koumakis, Tarket, Philip Morris, Ebart

Mystery Shopping

MYSTERY SHOPPING

How mystery shopping can help your business grow.

Research

RESEARCH

How surveying customers can help your business grow.

Mystery Shopper

MYSTERY SHOPPER

Who is a mystery shopper? An agent or a customer?

Our clients already know this

INTERESTING STATISTICS