Kvarner newsletter / no 42

Mali Lošinj Tourism Office
Quality at test – mystery shoppers are coming!

Despite Mali Lošinj having a reputation for being one of Croatia's best seaside destinations, the determination to keep this level of quality has inspired the Mali Lošinj Tourism Office to invite mystery shoppers to anonymously survey the quality of services offered in the town.

To keep the high level of quality of tourist services and to further improve those elements that still aren't on the highest level, the Mali Lošinj Tourism Office decided to take a radical step. During summer, this destination will be visited by mystery shoppers who will anonymously survey the quality of services provided. The project was recently agreed between the Mali Lošinj Tourism Office and the Croatian mystery shopping agency Heraklea.
Mystery shoppers are agency's people of various professions. During summer, that is, the main tourist season, they will rate various elements of Mali Lošinj's tourism offer and services. During their visit, the mystery shoppers will survey various elements of the tourism offer, such as: the availability of tourist signs, the way officials reply to the questions of the visitors, cordiality, dealing with inquiries and complaints, proactivity of tourism professionals etc. The aim of such mystery survey is to reveal flaws in the area's tourism offer and to use this information to improve the quality of services. This will provide a detailed insight into the quality of the services in tourism facilities at the level of the whole destination, and enable a comparison with other resorts.
The contract was signed for the period of three years, with the obligation of improving the quality of services, developing human resources, and investing into personnel education. After a mystery shopper leaves Lošinj, project partners will become the requested data for respective facilities. Data comparison will be provided after one year of the survey.