Nowadays, where competition is more ruthless than ever, businesses must reach toward the best quality of service to achieve customer satisfaction. Customers, besides the valuating wellpackaged product, creative marketing messages, makes their decision during the buying process where interaction between customer and salesman is really important. By the time mystery shopping was invented, businesses could get independent results of the research thanks to secret consumers so they would know how to fix their business and upgrade the quality of services they are giving, which would result in an increased percentage of loyal consumers, same as profit. Mystery shopping is an technic in which a secret person is acting like a mystery shopper and is going through the whole shopping process itself. A mystery shopper (explorer) can ask for special deals and that way presents itself as a tough customer. Its goal is to view all key moments while going through the process of shopping. Mystery shopping has positive and negative sides which is further explained in more detailed later. Companies, nowadays use Mystery shopping more often in order so they could gain an advantage before their competition, so they hire specialty agencies to perform mystery shopping for them. One of these agencies is Heraklea, which is the only specialized agency for Mystery shopping in the area of Balkan. Heraklea did its fair share of researches and the most intriguing will be further explained later on. Their researches will show the reality in which Croatia is standing in comparison to other countries in this region also in comparison to the whole world when it comees to service quality.