| What People Say About Us |
|
SOME OF OUR CLIENTS DINOVA - DIONA d.o.o., Alisa Tartaro, Marketing ManagerWe are aware that the key of success is an excellent service. Mystery shopping helped us to become aware of the level of service quality that we provide and to communicate it towards all of our employees, starting with CEO and ending with each and every one of employees at our stores. That is what prepared a ground for improvement and we can already see good results. We thank Heraklea for a great partner-relationship and their useful suggestions that are welcomed anytime. WEST END Foreign language centre, Lana Varšek, co-owner 'Everything starts with a vision for entrepreneurs. What kind of a service to offer, to whom, at what price. The creative ones decide to improve it. But it is the brave ones and self-critical ones that decide for a 'Moment of Truth'. This means – call Heraklea and have mystery shoppers perform for the benefit of service, its users, and mostly the owner of the service/vision. Ready to have your work scanned, reality check, praise list, black list, you dare to log into Marti and read what mystery shoppers have to say. And there – there is something to read – absolute support to your business, kind criticism where you need one, approval with applicable suggestions, generous contribution that exceeds your expectations. Heraklea is more than a mystery shopping agency. Heraklea is a strategic partner with the aim to raise awareness to all participant of the buy-sell process, to activate their potential and boost creativity. That is the formula not of win-win, but of . Honestly, thank you.'Jwin-win-win-win FORTUNA sports betting, Ivana Jurković, Marketing Manager 'In our attempts to offer a better service to our players, we decided for the first time to, using mystery shopping, examine the level of our own service in order to gain valuable information that we later used to improve our business in the CRM segment, taking the desires and needs of our players into consideration. Heraklea was our first choice for this research method regarding the offered conditions, execution time, professional approach and flexibility in every sense. WE would like to thank Heraklea for such great work and we kindly recommend them to everyone who would like to use such a method in order to improve business.' PLIVA, Sanja Benco, Sales Manager, Pliva Hrvatska d.o.o. 'Heraklea conducted the ordered mystery shopping with high quality and rapidly, literally over night. WE ordered everything on Thursday at 2 p.m. and we got our results online the next day at around 4 p.m.' METRO Cash & Carry, Igor Kotaran, Marketing Director '...On the basis of the reports we receive, we are able to identify flaws efficiently and improve our overall service towards the clients.' Autobusni Kolodvor, Ljudevit Gračanin, Assistant Director '.... Since it is sometimes hard to be objective about yourself, we decided to get help from mystery shopping, and I might say that that was the right move!...' Euroline d.o.o., Authorised Dealer for Daimler AG for Croatia, Ferdo Počuča '... the possibility for our partner to see their results on Heraklea's portal makes the mystery shopping management process really comfortable.' Pavletić d.o.o., Vesna Pavletić, director ‘Your reports are very comprehensive and objective as opposed to the agency that we hired before. All they wrote was: we came, they said and we left...' Pavletić d.o.o., Ljiljana Tomac, Sales Director ‘I would like to point out the professionalism and approach towards the overall project by Heraklea employees, as well as the swift flow of information which are extremely important in our business. Adaptability to our requests and changes, as well as the update of processed data proves to us that we are developing in the right direction. WE will for sure continue this cooperation, at mutual satisfaction.' PZ Auto d.o.o. Alma Lisse, HR Manager “Mystery shopping is a quality feedback if you clearly define criteria and requests you have from the company conducting the project. Our experience say that with clear criteria for estimating the 'subject' and defining the average 'client', the results from mystery shopping will help you change and/or confirm the expected.' T-HT d.d., Sanja Bračun, Market Research Department Manager 'Classic research methods no longer provided us with answers we lacked, so we decided to apply mystery shopping. IN a brief period of time we got some concrete results we wouldn’t have gotten with any quantitative research. We are aware that our approach to the user needs to be in accordance with their expectations and only continuous monitoring of our service can tell us whether we are heading in the right direction. Users expectations are changing, our offer as well, thus our approach needs to change also, and in the overall process the continuous monitoring of given guidelines and defined mystery shopping rules are of great help to us.' Pet centar d.o.o.; Ljiljana Markov, Director “Mystery shopping is an excellent tool that raised the level of our service rather quickly, enabling us to spot weak sides, that we until then couldn’t establish ourselves, and to take action in order to eliminate flaws. By including monthly results of mystery shopping in one of the relevant criteria for staff bonus, we motivated all employees to provide a more quality service. In that way mystery shopping has become an integral part of our business and we plan to use it at all our points of sale, as one of the most important tools for constant measurement and raising service quality level.' Hoteli Maestral d.d., Davorko Obuljen, President of the Management Board “WE are hoteliers and the satisfaction of our guests is always on the first place. What makes us special in Dubrovnik is the high quality of personalised services and close relationship with guests who feel at home in our hotels. That is why we are constantly trying to improve our services and we use various methods to find out what our guests think about us. But it is not enough to increase the service quality, it is extremely important to measure our guests' satisfaction and define segments in which we can be even better. That is why we chose Mystery Shopping, which enabled us to instantly define weak sides with such precision that no methods we used before ever could. The effect of Mystery Shopping on employees was very positive, we created a sort of a competitive environment, and everyone is trying even harder to give their best.' ‘Wellness centre of the Uvala Hotel got an award as the best city wellness in Croatia in 2007, and we can partly thank Heraklea for helping us improve the quality of our services.' Poslovni savjetnik, Sandra Mihelčić, editor-in-chief and director “Marti is great, easy to use. Thank you for the presentation and professionally conducted project.' -------------------------------------------------------------------------------- SOME OF OUR MYSTERY SHOPPERS 'Such business performance is a rarity! I am pleasantly surprised. You could be a role model to many. All of us co-operators might learn something good and pragmatic from You' R.L. "This is a rare fair company. Just like a big family.' D.P. 'My first impressions are great. We have an interesting and useful job. Your organisation is great and every day I look forward too new information from You.' Z.L. 'You are really well organised' M.G. 'I am really happy to be a part of your team and I wish you a lot of success!' S.R-Š. 'I see that mystery shopping really functions. A great difference in changing crucial behaviour elements is visible. I was really surprised. Congratulations!' V.L. ‘I am proud to be a part of Your team' R.M. 'It is a pleasure to witness your professional development and to be a part of the whole project. You (we) are really great!' I.M. 'Thank you for the support you gave me after my first mystery shopping experience! You are truly great!' G.P. ‘I just wanted to thank you for the swiftness in payment, but also for the well prepared tasks.' Ž.J. ‘I did not know that the fees will be paid so quickly. I worked with other agencies and I used to forget about my money by the time I finally got it.' M.G. ' I am more than satisfied with the fee!' D.P. 'Thank you for contacting me so quickly! It is no wonder that the media say great things about you!' T.R ‘I must admit that this job is great fun!' P.S. 'Thanks for the stimulation. I must admit that with each new task I enjoy more. I lost the fear and I am really looking forward to each new task!' D.D. 'Thanks for the compliments and encouragement before assessment.'D.H. 'It is nice to have feedback. In this job the satisfaction after having something done is also important, as well as the fact that our effort was beneficial to someone.' A.M. 'It shows that you care about your co-operators.' M.G. 'Although it was by accident, I am glad that I became your co-operator. You have brought something new to my life and you enriched it. ' I.K. 'This job is really fun!' D.D. 'Even before I knew that interest for this job is great and I was surprised when I passed all selection levels and was selected as mystery shopper. Being a mystery shopper has opened some new horizons for me. Now I se how good it is to be informed about everything, even with the most trivial things.' J.K. 'Being a mystery shopper has really boosted my self-confidence in many aspects of life that include people contact, both privately and professionally. I have learned how to better ask for and get information, take the best out of the person you talk to, believe that it is possible to be better and achieve more. I have become more demanding, but also more patient. In fact, this is not a job to me but a part of my everyday life. Shopping has a new dimension for me now – it has become a challenge, but also satisfaction.' I.B. 'It is a true pleasure to 'get out to the field' and conduct a task successfully. The feeling that we contribute to service quality improvement is also important.' D.G 'Working as a mystery shopper has helped me gain various experience in writing, grammar, using the Internet etc. It gave me self-confidence, individuality, education, courage and many other positive characteristics that make a successful individual.' A.P. "I have to point out that as Heraklea's mystery shopper I have only the most positive experience, and I especially like the fair and friendly approach as well as the opportunity to harmonise assessments wand my private life. AS a mystery shopper I have learned to write, express myself and notice things that normally I wouldn’t see at all. I have learned a lot about the Croatian language from my mistakes.'' N.B. -------------------------------------------------------------------------------- OTHERS
|