first_imgComparing the quality of service at Advent in Zagreb over the past four years, it is noticeable that the quality of service is constantly increasing. During the first measurement of service quality, 2016. year the total result was 76%, 2017. The the result was 78%, last year the result was achieved from 82%, while this year he started at 85%. The results of this year’s research show that it is even 90% The staff greeted the guest on arrival, but only 65% it made them smile. During communication with the guest, 94% looked the guest employee in the eye. He thanked for the visit 68% employees, and the outgoing greeting from the employees was received 80% guests. The secret guests had the task of assessing the quality of service by measuring the basic elements: greetings, smiles, offering help i thanks for visiting. Also, the secret guests asked the employees questions about the Advent program to find out how familiar the employees are with the offer and what they recommend to guests and tourists. Heraklea doo, the first specialized agency for mystery shopping in Croatia, for the fourth year in a row is measuring the quality of service at one of the most important events in the tourist offer of the City of Zagreb, Advent.  During Advent in Zagreb 2019/2020, secret guests visited 100 stands at the most attractive locations in the city: Advent in Maksimir, Christmas Fair on Cvjetni Square and in front of the Croatian National Theater, Caffe de Matoš, European Square, Fuliranje, fair at Klovićevi dvori, Ice Park – Tomislavac, Stross, the fair on Ban Jelačić Square and Zrinjevac. In addition to the above locations, the secret guests also visited the Tourist Information Centers at the Bus and Railway Station, in the Lotrščak Tower and on Zagreb’s main square. For the end as a summary of the research, the secret guests pointed out that they were satisfied with the cleanliness, offer and atmosphere at Advent. Most of the staff were kind during communication with guests and answering their inquiries, however a large part of them were not sufficiently informed about the program and offer during Advent. “Given that the employees with whom guests come into contact greatly affect the quality of service, we believe that with a little more information about the offer and program, employees next year will have the opportunity to provide even better service to guests visiting Advent in Zagreb and that Advent in Zagreb to continue to be the best in Europe ” conclude from Heracles.  Cover photo: Boška and Krešo, Zagreb Tourist Boardlast_img