About us

About Heraklea
  1. Company profile

Heraklea d.o.o. is the first specialized agency for mystery shopping in Croatia and the first company in Croatia who received a membership of the MSPA (Mystery Shopping Professionals Association (MSPA) and from 2016 has the Elite Member Status.

Heraklea is on the market since 2002.

It has a network of 500 mystery shoppers of all profiles throughout the whole of Croatia.

Through its own web application for mystery shopping, Marti 3.1 Heraklea provides the clients all information from the point of sale within 24 hours of the visit.

On 2006, Heraklea publishes the first expert book about mystery shopping in the world - Measuring Management and The Moment of Truth - The Book About Mystery Shopping, by the authors Veronica Boxberg Karlsson and Kristina Ercegović Horbec. Also it publishes A Guide for the super service, Booklet on mystery shopping in the Croatian.

At the beginning of the 2017, Heraklea translates into Croatian the first book written for employees who are to be evaluated by mystery shoppers - The employee's guide to Mystery Shopping by authors Veronica Boxberg Karlsson and Lina Thomasdotter Schölin.

In September 2004 and May 2005, Heraklea received MSPA Europe Marketing&PR Award, award for most successful promotion of mystery shopping in Europe.

In 2007, Kristina Ercegović Horbec, founder of Heraklea, received the CROMA Manager of the Year reward in the category of Young Manager and in May 2008 she received the largest reward from MSPA - Hall of Fame Award as recognition for a special contribution to the development of mystery shopping in South East Europe.

  1. Who is Heraklea?

OUR MISSION – We measure and improve the quality of service

OUR VISION – We are among the best at what we do and in doing so we enable mystery shoppers to live for free


We are looking forward to new challenges, difficult projects, to something that is not common and simple, to something not everyone can manage…

When we want to solve any problem, first step is to realize our current position. When we do that we will find a chain of solutions and improve our efficiency in short time. The same thing is with customer service and mystery shopping.

  1. Facts about Heraklea


  • We are the FIRST agency specialized in mystery shopping in Croatia
  • We are the FIRST company in Croatia, a member of MSPA (Mystery Shopping Providers Association), and we have the Elite member status since 2016
  • We are on the market since 2002
  • We cooperate with more than 250 clients from 25 different branches and continuously participate in numerous international projects
  • We wrote the first expert book about mystery shopping in the world – Measuring Management and The Moment of Truth, Manual for super service, Booklet on mystery shopping in Croatian…
  • We translated into Croatian the first book written for employees who are to be evaluated by mystery shoppers - The employee's guide to Mystery Shopping
  • We write articles, case studies, give lectures, write a newsletter and we organize a Mystery shopping day
  • We continuously organize pro bono surveys about service quality to raise awareness how much is quality of the service important
  • Our performance has been awarded many times – MSPA Marketing&PR Award, MSPA Hall of Fame Award, CROMA Manager of the Year


  • We have 600 constantly educated and motivated mystery shoppers throughout Croatia


  • We have our own web application, Marti 3.1., which provides our clients all information from the point of the sale within 24 hours after the mystery visit or call


  • We cooperate with the agencies in the territory of former Yugoslavia and other MSPA members in other countries


  • As our client, you will gain control over what is really going on in the points of sale, improve your service and increase sales, and you will additionally get:
  • Free advices on how to improve service quality
  • Free articles from the area of improving service quality
  • Opportunity to win the Customer Service Commitment Award etc.
  1. How do we work?

We choose to be EXCELLENT and not BIG!

In cooperation with our clients we apply the following principles:

  • The client is the one who provides us with salary
  • Complaint is a gift
  • We are the example of excellent service, we are quick, easy to work with; we are always a source of solution, not additional problem to our client.
  • We do not bargain
  • We do not compensate

We address employees and mystery shoppers in the following manner:

  • Our people are always at the first place
  • Not everybody can work for us – we choose our associates carefully, they are the basis of our performance
  • We employ people with the right attitude towards service quality and we constantly educate them for everything else

Towards suppliers and partners:

  • We pay on time
  • We have a long-term attitude towards suppliers, win-win relationship.

Towards the media and public:

  • We respond to all inquiries always and immediately, as soon as possible.
  1. Who are our clients?

Since the beginning of our business in 2002, we conduct mystery shopping in various fields on a daily basis.

Among our clients, there are some of the leading Croatian companies, as well as the ones that want to become a leader, but also small companies which had identified the importance of customer service quality on time. They all recognized the quality and importance of information provided on time by our online system MARTI 3.1. and reporting within 24 hours.

Besides working on domestic market, it is our great pleasure to participate in international mystery shopping projects, where we have a chance to exchange experience with the leading names of our industry.

More than 250 clients from 25 different branches have given us their confidence and that number is getting bigger every day.

A detailed and updated list of clients is available on request.

  1. Why choose us?

Here we could wrote that we are the first agency specialized in mystery shopping in Croatia, that we wrote many books and received many awards… But, that isn’t our message for you and why should you choose us.

Today the most important thing is what our clients and cooperatives say about us because it tells you who we really are. In order to find out what do they say, please click HERE.

Anyway, if you would like to see our official post where we are providing you with some facts about us, please click HERE.

  1. Our services and products

When we want to solve any problem, first step is to realize our current position. When we do that we will find a chain of solutions and improve our efficiency in short time. The same thing is with customer service and mystery shopping.

Heraklea measures, improves and promotes the importance of customer service.

Measuring: Mystery shopping, mystery calling, mystery e-mail and web

Service quality can be measured by mystery visits to points of sales, mystery calls (points of sales, branches, call canter), sending e-mail queries and by analysis of your web page. You can measure service quality at your own business but at your competitors as well. In fact, whatever is measured at your company, can be measured at competitors.


Education about customer service for employees – True service quality

Education “True service quality” provides you with all the necessary knowledge and skills how to be customer oriented, but also explains why and how to do so. It is based on individual approach to a client and uses recent mystery shopping results in your company with special highlight on areas of improvement.

Heraklea Customer Service Academy

Based on many customer service analyses, we have developed a program which is based on FIVE unique steps that are preparing you to improve your customer service. Consequences of these five steps would be increasing number of loyal customers, their increased consumption and your increased profit as well. Which are the steps and how you can use them find out HERE.


Public researches Summer, GUEST, Smiling report, Queue survey, Service starts with Hello, Catch a smile, Back to basics, Christmas market in Zagreb… more info about our researches find out HERE (The results are provided in Croatian.)

Mystery shopping day

Customer Service Commitment Award

  1. Get a job at Heraklea!

Life is too short to have a wrong job!

We don't have open positions in our office at the moment (as project manager, assistant etc.), but you are more than welcome to send an open application and CV to info@heraklea.hr and we will keep your CV in the case we needed a new employee.

If you want to become mystery shopper – fill in the FORM.

Our ideal employee:

  • is a proactive person
  • is a person who pays attention to details, accepts responsibility, truly understands that client is the one who provides the salary and that complaint is gift
  • is a person who is excellent at writing and speaking both Croatian and English and who uses the computer (Power Point, Word and Excel)
  • is a punctual and organised person who obeys deadlines
  • has great communication and presentation skills
  • loves to learn and self-improve and share the knowledge

What can we offer to you?

  • permanent employment and regular income
  • possibility for extra income
  • reimbursement
  • career plan and development with mentorship
  • great working atmosphere
  • plenty of education
  1. What they say about us?


Tourist Board of Mali Lošinj, Đurđica Šimičić, Managing Director

“It is a challenge to start a new project and be the first one to do it. And that is exactly what happened with the project of mystery guest at destination – at the island of Lošinj, at the beginning of cooperation between Town of Mali Lošinj Tourist Office and Heraklea.

The whole Heraklea team is extremely professional and kind and results were available extremely fast. Accurate reports and sense for details, guidance and assistance in analysing comprehensive reports. A modern and fast way of communicating, which suites us extremely, but again a human and reasonable approach that makes our job easier.

Thank you for your cooperation, I believe in our progress in service quality. I wish you much success and excellent clients, who know how to appreciate quality.”


Opel SE Europe, Ana Bagarić, Market&Forecast analyst

“I would like to thank the whole team for professionally conducted project. Certainly we would like to commend the speed with which all was delivered to us.”


Kraš trgovina d.o.o., Azur Abadžić, CEO

“Conduction of mystery shopping is a wise and commercially viable business decision if you are willing to accept the truth contained in reports, based on how customers evaluate us. This moment of truth should be boldly used for corrections and improvement of our weaknesses. My sincere thanks for quality collaboration and quick reporting. You do your business very analytically and professionally.”


Vegehop restaurant, Dalibor Marić, Owner

“We are delighted with your report. I had no idea it will be done so professionally. After this, I now see a much longer collaboration than I had planned.”


Hotel Antunović, Zdenko Posavec, Managing Director

“Antunović Hotel Zagreb is using several ways of controlling customer satisfaction: survey “We appreciate your opinion”, Mystery shopping, daily communication of employees at their workplace – Guest relation, daily communication of employees at their workplace – Quality manager, surveys at web portals etc. The most efficient and our favourite is Mystery shopping. Why?

Apart from large amount of information about hotel itself, our offer, quality of service, emotions, guests' returns and recommendations, you also get suggestions for improvements and changes that should be made to correct mistakes that we all believe are invisible for guests!

We made smiling standards (sounds weird but feasible), we changes the name tags, improved breakfast offer, and although none of us likes critics we at Antunović are looking forward to our next Mystery shopping - because there is never enough quality and it is best recognized by the ones we are here for –the guests. smiley


Diona d.d., Alisa Tartaro, Marketing Manager

“We at Diona are aware that an excellent service is the key to success. Mystery shopping helped us to become aware of the level of service quality that we provide and to communicate it at all levels in our company, from the Board to every individual employee in our stores which was the basis for making positive changes. The results are already visible. We want to thank Heraklea for partnership and helpful suggestions.”


WESTEND School of foreign languages, Lana Varšek, co-owner

“For entrepreneurs, it all starts with a vision. What kind of service to provide, to whom, for what value. The more creative ones then commit themselves to improve it. But only the more courageous and self-critical decide for the "Moment of Truth." This means calling Heraklea and arranging with mystery shoppers to act at the service of the service, in the name of its customers, and mostly the owner of the service/vision.

Prepared for dissecting your work, reality check, the list of praise, the black list, you should be dare to log in onto Marti and read the mystery shoppers' reports. And there – there is much to learn – the absolute support to your business, well-intentioned criticism right where it should be, praises with concrete suggestions, altogether a generous contribution beyond all your expectations.

Heraklea is more than a mystery shopping agency. Heraklea is a strategic partner with the mission of raising the awareness of all participants in the sale-purchase process, activating their potential and encouraging creativity. This truly is a formula for not win-win but rather win-win-win…:smiley

Indeed – thank you.”


Fortuna Sports Betting, Ivana Jurković, Marketing Manager

“In an effort to provide the best possible service to our players, we decided for the first time to review the level of our own service using mystery shopping in order to gather valuable information that we later used to improve our business in the CRM segment keeping in mind wishes and needs of our players. Heraklea has established itself as the first choice for this method of research, given the terms offered, timing of the service, professional approach and flexibility in every aspect. We would like to thank Heraklea for high quality work they have done and we strongly recommend them to anyone who wants to use this method to improve their business.”


Pliva Hrvatska d.o.o., Sanja Benco, Sales Director

“Heraklea conducted requested mystery shopping for us very well and quickly, literally overnight. We sent our query on Thursday around 2pm and got all the results online next day around 4pm.”


Pavletić d.o.o., Ljiljana Tomac, Sales Director

“I would like to point out an extreme professionalism of Heraklea employees and their approach to our project, as well as really quick information transfer which is very important in our business. The adaptability to our requirements and changes and their promptness of the data processing give us confirmation of whether we are evolving in the right direction. We certainly will continue our cooperation with mutual satisfaction.”


T-HT d.d., Sanja Bračun, Market research manager

“Classic methods of consumers’ satisfaction research could no longer give us the answers we were missing, so we decided to try mystery shopping.

In a very short period of time we received particular results that none of the quantity research could give us.

We are aware that our approach to customer should be in line with their expectations and only with continuous measuring of the service quality we will know if we are going in the right direction. Customers' expectations are changing, our offers are changing, and so should our approach. Mystery Shopping helps us a lot when measuring the level of meeting the standards and defined rules.”


Pet centar d.o.o., Croatia, Ljiljana Markov Međugorac, CEO

“Mystery shopping is an excellent tool that has in a relatively short period increased the level of our customer service, enabling us to identify our weak areas, which we could not even identify before, and take steps to eliminate the flaws we have. By including monthly mystery shopping results as one of the key criteria for employees’ bonuses, we motivated all employees to give excellent customer service all the time. Mystery shopping has thus become integral part of our business and we plan to use it long-term in all of our shops, as one of the most important business tools for continuous measurement and increasing the level of customer service.”


“This kind of attitude and approach to work and employees is rare because it is truly professional and at the same time friendly, for which you deserve praise.” G.D.


“Such business performance is a rarity! I am pleasantly surprised. Your professionalism and honesty could be a role model to many. All of us, your associates, can learn something good and pragmatical from you.” R.L.


“This is a rare fair company. Like a real big family.” D.P.


“My first impressions are great. We have an interesting and useful job. Your organization is excellent and I look forward turning on my computer every day waiting for 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 works. A great difference in changing essential 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 encouragement 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 before and I used to forget about my money by the time I finally got it.” M.G.


“I am more than satisfied with the fees!” 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 encouragement. I must admit that with each new task I enjoy more. The initial jitter is gone and now 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 receive feedback. In this business, it's also important to have the satisfaction that we've done a good job and that our effort was beneficial to someone.” A.M.


“It is clear that you care about your associates.” M.G.


“Although I came across you by chance, I am glad that I became your associate. You have brought something new to my life and you enriched it.” I.K.


“I really enjoy this job!” D.D.


“Even before I knew that interest for this job is very high and I was pleasantly surprised when I went through all the selection rounds and was selected as mystery shopper. Being a mystery shopper has opened some new horizons for me. Now I see 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 communication with people, 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 real pleasure to “go out on the filed” and conduct a task successfully. It is also important to feel that we contribute to service quality improvement in shops, banks, restaurants and all other industries essential to customers.” 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 very 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 spelling, which has always been my weakness.” N.B.


“Being a mystery shopper gives me a special feeling of power. I feel that I can change something and effect on improvement of customer service. Experiences I gained by doing this job are extremely valuable and various. I have been buying cars, computers, apartments, applying for loans, investing money, stayed at elite hotels, got haircuts, went to massages… Yes, it sounds great, but even better is a fact that I will visit all these places in my private life also. These are the places where they treat me as a valuable customer and accept my money as their salary. My life as a mystery shopper is actually my private life enriched by a possibility of impact and improvement.” V.Ž.


“I have been working in the service industry for a long time and sometimes it is not an easy job - working with people. But it seems to me that being a customer or a client is sometimes even harder. For that reason, I was attracted to the idea of a mystery shopper. In the world of mystery shoppers, I am still a freshman. I read about mystery shoppers, prepared for testing, and I was very happy when I was hired and performed my first assignment. I don’t have much experience as a mystery shopper, but because of the excitement when I entered the store as a mystery shopper for the first time and joy of being a part of a large family which contributes to Croatia being recognized as a country of cheerful and helpful people, I know I will always find time to my secret role - mystery shopper.” S.M.


“I am an unemployed person and almost all my time I spend with my daughter. Being mystery shopper fully charges my batteries. Just this feeling is indescribable, like I have some power while doing this job, I get self-confidence, and in addition I do what almost every woman loves the most ... I BUY!” A.J.-A.


“I do the job of a mystery shopper with a special zest because I really want the service and manners in our country to improve. I will be happiest when we will be present in state institutions as well. This job is very interesting and I am attracted to every new project because I am on a different task each time but in the same role. I must definitely mention that writing narratives I realized how creative I am and I dared to write an autobiographical novel. I always felt inside that I had a gift for "something" but it was only after I started to work in Heraklea I discovered that it was a gift of writing and that this is the best way to relax.” G.H.


“Being mystery shopper makes me happy. I have been working as a mystery shopper for a little over half a year. I have noticed that as a “normal” customer, I pay more attention to the salespersons' skills. It's not out of the question that the Croatian spelling has become my daily manual. Therefore, it is indefinite education.” R.K.


“You are fantastic! We are proud to have you as a member.” MSPA Europe


“Your newsletter is catchy and useful and I really enjoy getting it. I used your advice on what can be done for the buyer from your last Newsletter and rubbed it in everyone’s noses.” I.N.


“As a Customer Satisfaction manager of many years, all I can say is ‘Bravo and keep up the good work!” Ž.P.


“In all your written materials (on web, professional PR articles in newsletters) and in public media appearances (TV, radio ...), which I have followed with pride and pleasure since your beginnings with Mrs. Kristina Horbec, there was a passion for creation, for creating something new and working enthusiasm. But what is special and unique is the ethics and warmth that you nurture in your business and relationships with your employees and business associates. In Heraklea you can feel the unity, warmth, friendship and shared ideas, which exist in a business and family environment. Objectivity, fair play and responsibility are felt through the full expression of your professional achievements and through your refined PR. Anyway, we perceive Heraklea as a living being full of humanity. I would like to congratulate you on that because today it is hard to find, not only in life but also in business, someone with such valid criteria and employment relationships at that level, worthy of special respect. If this is the path that you show to others and will try to keep, I wish you all personal and professional success that you definitely deserve.” O.B.