Bosnia and Herzegovina has once again emerged as the star performer in the region, achieving the highest service quality score of 89.53%, a significant leap of 5.55 percentage points from last year, according to the “Regional Service-GUEST” survey by Heraklea.
The 16th annual survey, conducted from 1 to 3p June, assessed service quality across Bosnia and Herzegovina, Montenegro, Macedonia, Slovenia, and Serbia.
Key service quality metrics such as greeting, understanding customer needs, product knowledge, suggesting additional products, and thanking customers were evaluated.
The survey involved 800 secret shopper visits to various industries, including automotive, petrol stations, financial services, retail, tourism, and hospitality
Bosnia and Herzegovina’s stellar performance was followed by Macedonia, which secured second place with a score of 79.73%, up by 1.10 percentage points from 2023. Slovenia clinched third place with a score of 78.80%, showing a modest increase of 0.20 percentage points. Montenegro landed in fourth place with a score of 76%.
Croatia retained its fifth-place ranking from last year, sharing the spot with Serbia, both scoring below this year’s average of 75.22%. Croatia’s score dropped slightly to 69.50%, a decrease of 0.18 percentage points, while Serbia, with a score of 66.67%, saw a marginal improvement of 0.36 percentage points, taking the sixth spot.
Among the evaluated categories, product knowledge topped the charts with an overall score of 87.25%, despite a drop of 6.56 percentage points from the previous year. Conversely, the weakest category was suggesting additional products, which, despite being the lowest performer, improved by 9.95 percentage points to 48.12%.
Service industries, once again, led the pack in sector performance with a score of 87.18%, mirroring their top position from the previous year.
