We conducted the traditional Intelligence New Year’s survey among 200 mystery shoppers, and they gave us their opinion about the service in Serbia from a consumer perspective.
The findings show that the service is at the same level compared to last year (47.6%) with a tendency to improve (38.2%).
Generally speaking, the best service, when it comes to large retail chains, is in drugstores.
The fact that the employee satisfaction index is directly correlated with service, brand strength, reduced turnover, and higher profits is also evidenced by the fact that customers noticed that employees in drugstores were the most satisfied. On the other hand, those in consumer goods stores were the most dissatisfied.
You can view the entire report here .
This is the first publicly published study of its kind in our country. The study was conducted in December 2023 in all major cities and towns in our country.