Croatia moved down by one place this year, meeting 75.85% of the necessary standards, and Slovenia is first with 76.74%. Serbia, Macedonia, Montenegro and Bosnia and Herzegovina rank third, fourth, fifth, and sixth respectively, according to the survey conducted by Heraklea and a few other agencies for mystery shopping.
Form 17 May to 22 June, mystery shoppers visited 800 sales outlets such as car dealerships, cafes, banks, retail shops, telecoms, gasoline stations, supermarkets and other service providers.
Five elements were observed: greeting, understanding customers' needs and wishes, product presentation, additional offers and thanking clients for visiting. This can be abbreviated as GUEST which stands for "Greet, Understand, Explain, Suggest, and Thank".
Croatia has recorded the best results in the "Greet" standards, while Montenegro fares the worst there. Croatia also fares best in the "Thank" category.