Measurably better!

Mystery Shopping survey internal audit platform Trendline

Mystery Shopping testostud Trendline

We evaluate and develop Customer Service Companies!

Trendline – since 2002.

testostud Trendline Mystery Shopping customer service sales process

Mystery Shopping

We measure Your staff`s service and sales skills.
We find out where the “leaks” are.

Learn more ›

teenindus standardid customer service sales process

Customer Service Standards

“Lets play ball!” … but based on what rules? Basketball, volleyball, football, … baseball?
We create Customer Service Standards and detailed guides according to the concept of each company and its departments.

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We teach new ones and make trainings for experienced ones.

Thanks to our Mystery Shopping experience (in retail, hospitality, financial and catering areas) we know exactly where the weak spots are.

Refresh Your teams!

Mystery Shopping customer service sales process

Trendline Internal Audit Tool

Our User Interface is a practical tool for midlevel managers, coaches, trainers and etc.  to make shadow observations and to analyze the progress of employees.

User Interface will analyze and show exact weak spots by company, by department and by employee.

testostud Mystery Shopping customer service sales process

Multilingual Service

Trendline Platform “speaks” and “swiches” between ENG, RUS, LAT, LIT, FIN, EST, ESP …
We like to learn new languages.

Great solution for international corporations who are operating in different Countries.

3 key factors of High Quality
Mystery Shopping

testostud Mystery Shopping customer service sales process


Thanks to the 19 years
of traning work experience we know how to focuse on relevant.

During the preparation period we make the Questionaires which are in harmony with Your Service Standards and expectations.

testostud Mystery Shopping


Our Mystery Shoppers are experienced and well trained and they offer their service exclusively to Trendline.

We rather use less different* test customers than many because in this case the experience and the ability to follow scenarios is constantly growing.

* Of course in every Mystery Shopping project we follow the minimum quantity needed for different test customers.

testostud Mystery Shopping


Developed by Trendline to meet the dynamic needs of our Customers in different regions and in different languages.

Learn more ›

Linda Linda Kalniņa Spice & Spice Home, Head of Marketing "For Spice and Spice Home Shopping Centres is important priority to offer high level customer experience. We work together with our leasees to acomplish this. We are very satisfied with an important role of Trendline offring objective and service process based Mystery Shopping. We are pleased with our cooperation. We do reccomend the Trendline Mystery Shopping services especially for their interactive Platform and customer oriented service." mystery shopping slepena vertesena testostud Taivi Viru Center, Marketing and Communications Director 
(Nov 2008 - Jan 2020) Taivi Koitla "Trendline stands out from its competitors for its thoroughness and dedication, and its readiness to adapt existing solutions to customer needs. The will to improve the field in essence and the tireless work to do it may seem elemental, but when you work with Trendline you notice a big difference. I recommend working with Trendline and look forward to seeing the new heights they will reach under Eero Palm's leadership." testost testostud trendline referents Mystery Shopping Tiiu Shopping Center Põhjakeskus, Manager Tiiu Onga "The news of Trendline's service to measure the service level of Shopping Malls in a concept-based way came to us in the fall of 2019. The cooperation that has begun has been professional, and the process has been enjoyably fast and efficient. We value the partner who contributes to the common goal. We encourage you to try it out!" testost testostud trendline referents Mystery Shopping Nelli Sportland Estonia, CEO Nelli Nilson "We are very pleased with cooperation with Trendline. Trendline employees are innovative and thoughtful people whose passionate attitude towards their work is reflected in customer orientation and quality assurance. Sportland uses only the best, we recommend!" testimine testostud testkülastused Mystery Shopping koolitused Riina Riina Eisler Daily, General Manager "We were looking for a partner who could provide an innovative yet professional Mystery Shopping system. The user interface provided by Trendline is very good and comprehensive, yet simple and usable for all employees. We have gained a better overview of our level of service. I definitely recommend using it for other service companies as well." testimine testostud testkülastused Mystery Shopping Dimitri Dimitri Demjanov President of Bocuse d'Or Estonia "In my opinion, excellence in service starts with fixing the concept, and from there on, there is a constant commitment to put it in practice. Gloria still works with the service standards developed and implemented by Trendline. I strongly recommend!" testost testostud trendline referents Mystery Shopping standardid teenindus Illi Illi Ojavere Tallink Group, Hotel Manager "Mystery Shopping with Trendline began in our hotels in the spring of 2018, followed by highly professional and practical training. Trendline is a strong choice for reliably measured results. Tallink Hotels strongly recommends using Trendline's skills and knowledge to develop service quality!" testimine testostud testkülastused Mystery Shopping Jaan testostud testkülastused testimine Mystery Shopping "The cooperation with Trendline has been going on for many good years. Today, Trendline is one of the strongest and best ways in the market to monitor your customer service level. I recommend using the solutions offered by Trendline!" Jaan Ratnik Tervis Spa Group, General Manager Helena "Postimees Group used Trendline in a large-scale training project, which included practical trainings for the entire sales team. The trainings gave to the participants confidence, professional skills and motivation. We recommend Trendline with calm heart because we know that their solutions will help you achieve results." Helena Laus Postimees Group, Training Mangager testimine testostud testkülastused Mystery Shopping koolitused Sve-Erik "We have worked with Trendline quite a few times. In particular, I would highlight their ability to provide trainings that closely matches the specifics of a particular house. They can train both fresh starters and experienced sales people. And besides all this professionalism, a pleasant and friendly attitude. I strongly recommend!" Sven-Erik Volberg Villa Ammende, Hotel Manager teenindusstandardid testkülastused Mystery Shopping

testostud Mystery Shopping customer service sales process

We can!

More than 19 years of experience. Lot of experience in making training, producing service standards and organizing Mystery Shopping waves.

Satisfied with our work:
Spice and Spice Home, Ericsson, Citycon Rocca al Mare, Citycon Kristiine, Viru Center, Bauhof, Sportland, Swedbank, Expert, BENU, Hawaii Express, Apotheka, Luminor, Europcar, Daily, Prisma,
Hedon Spaa, Tervis Spaa Group, Tallink Group, AQVA Spaa, Radisson BLU, Swissôtel Tallinn and others.

testostud jaemüük kaubanduskeskus testkülastused mystery shopping Mystery Shopping for retail We evaluate Your Retail Company or
Will show where the customer service problems are located.
e-poe müügi ja teeninduse testimine analüüs Trendline For Call Center or Sales Department Lets find out how the incoming calls are handled! Service for all of them who are waiting for incoming calls. ASK MORE testimine testkülastused testostud teenindusaudit Evaluation of Your Catering chain We show where the "leaks" are. Important data as for a new ones and for experienced workers. ASK MORE testkülastused testostud teenindusaudit Evaluate Your Hotel or SPA Customer service analyze from booking call to check-out. Wea use finnish, russian, estonian, latvian, lithuanian and english speaking test customers. READ MORE

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mystery shopping service evaluation

Let’s meet!

We are happy to introduce our Mystery Shopping and our Platform and make a demo
presentation in Your office or by a video meeting.