Customer feedback gathering

What are the benefits of collecting customer feedback?

Customer feedback is priced in gold. Trendline feedback gathering and survey service helps You to be constantly informed about Your customers’ opinions, assessments and satisfaction levels.

We collect it for you and display the results in our interactive, multilingual Platform.

We do not display the data collected about your company in any public database or ranking. The collected customer feedback is intended for you to draw the necessary conclusions for internal use and to improve the quality of service.

The tools we offer are designed for in-house mapping of development needs.

Customer feedback collection opportunities!

E-MAIL

We will send an email invitation to your customers to participate in completing your questionnaire in the Trendline user interface.

SMS

We send your customers an invitation via SMS and a unique link where they can give feedback about your product or service.

CALL

We call your customers and interview them on the basis of an agreed questionnaire. Data directly to the user interface.

F2F

Our interviewers talk face-to-face with your customers and we map the customer feedback.

Customer feedback gathering technical options?

Before we start collecting customer feedback, we create unique codes (“doors”) that help differentiate data in our user interface based on agreed parameters.

For example, in the case of hotels, we separate which department it was (cafe, reception, room cleanliness, restaurant, spa, …). The data will be displayed to you automatically under the respective departments and on the basis of the respective questionnaire.

For example, in the case of a shopping center or retail chain, it is possible to see the data of the entire company as well as by offices, location or other categories.

It is possible to differentiate customer feedback even based on your employee or customer profile, etc.

With “smart” links, we can differentiate between feedback given on weekdays and weekends, for example.

We enter the LANGUAGE or languages of the surveys according to your wishes. If your customer enters data in, for example, Finnish or Swedish, you can view the results in English.

We can leave the “door” of each survey either open, or allow it to be answered only once.

Unique LINK and QR code

We create unique department and parameter-based links (and QR codes) that you can install in any place you choose.

Feel free to try it for yourself!
Enter to the SAMPLE QUESTIONNAIRE either by reading the QR code by your smart device or by clicking on the image to check it out! Data entry is anonymous.

What do customer feedback questionnaires look like?

In the preliminary work process, we provide suggestions on how to put together questionnaires that customers would find easy and logical to answer. The number of questions undoubtedly depends on the purpose and structure of the survey. In the Trendline interface, you can use different questionnaires for different time periods, but the data is still comparable on the same desktop.

Corporate design

Our system makes possible to set specific desing to mach Your corporate brand-book. We will use Your fonts, colours, logos etc. It makes the questionnaire a nice element of Your general marketing.

On the exit page ("thank you" page) it is possible to enter a different logo or image from the home page.

In the survey header, your logo and the background color of the header. For example, the distinctive color of your business.

Possibility to unsubscribe.
In this case, personal invitations will no longer be sent.

You can use different types of questions in the surveys:
- multiple choice answers
- yes/no
- rating 1 - 5
- NPS, (0-10)
- free text

Languages of the polls are chooseable by every user. We will enter translations during the preparation work. The person who fills the poll can do it for example in Finnish but You can read the results in English.

SURVEY SAMPLE

“THANK YOU”

Option to enter the same or different logo as on the home page.

“UNSUBSCRIBE”

Surveys will no longer be sent to these customers.

“ALREADY FILLED”

Relevant notice in one-time respond polls.

Net Promoter Score collection

In addition to the final value calculated according to the NPS formula, we also visually display the volumes of different evaluators in our user interface. This way you can see which opinions are dominant and if, for example, there are a lot of ratings 7 and 8, then you can feel at ease.

Thanks to the interactive features of the Trendline user interface, you can analyze the net promoter score based on different customer groups, regions, etc. For example, to see what a loyal customer vs. a new customer thinks, etc.

Net Promoter Score NPS Customer Feedbaco Surveys Sample

Sample: Trendline™ Platform screenshot

360° feedback

Trendline services allow you to get a 360 ° overview of both the company and employees. It is possible to compare and interactively analyze the results of the feedback from CLIENTS, COLLEAGUES, MANAGEMENT, EMPLOYEE OF THE EMPLOYEE, INTERNAL AUDITORS and TESTERS.

Customer feedback analysis in the Trendline user interface

The Trendline user interface displays the results of customer feedback surveys, based on regions, topics, and other freely agreed parameters. We develop the user interface according to the wishes of the customers.

Read abuot our platform ›

Baltika Group, Board member, Latvia

Jevgenijs Kozlovs

"Together with Trendline, we have developed not only service and service standards, but also a whole training platform for all employees of the company, which also includes video materials that help new employees understand the brand and our standards. Over the course of two years, we see phenomenal returns and progress every season, both in employees' knowledge and understanding of the importance of brands and service, as well as in mystery shopping results, which improved every time and this success story will definitely continue. Customer service and convenience are still an important priority for Ivo Nikkolo brand, and we will continue our partnership with Trendline during these changing times to further the development of our business."

Kadri Villemson

Südameapteek (Pharma Group), Service Manager

"The goal of the "Südameapteek" is to offer the best pharmacy service in Estonia. Trendline is an ideal cooperation partner for us on this path because of its professional and personal approach. Convincing pharmacists as highly educated specialists of the necessity of Mystery Shopping has proven to be a good test. In cooperation with Trendline, we have succeeded because of the complex approach offered (Mystery Shopping, trainings, training videos, etc.). In particular, I would like to point out the training days, the feedback of which has been one of the best among many different trainings - it has been praised by both newly starting pharmacy managers and already experienced colleagues. I recommend Trendline as a very customer-oriented and professional partner."

Kadri Villemson _ Südameapteek _ Trendline referents testostud koolitused õppevideod

Riina Eisler

PetCity, General Manager

"We were looking for a partner who could provide an innovative yet professional Mystery Shopping high quality service in all Baltics. 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 Trendline for other service companies as well."

testimine testostud testkülastused Mystery Shopping

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 offering 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."

Ramirent Baltic, General Manager

Heiki Onton

"Ramirent's main activity is the rental of various construction and industrial equipment, therefore a high level of customer service is important to us. We started conducting customer service and sales trainings almost 20 years ago, we also introduced a service standard, and we check the level of the company by conducting Mystery Shopping. Over time, we have worked with various partners and the quality has fluctuated greatly. Trendline has offered us a professional and modern approach to both training and Mystery Shopping. I recommend Trendline to all future clients."

Brigitta Kippak

Baltika Group, CEO

"Customer focus has been one of the most important focuses of Ivo Nikkolo's strategy over the past year. In parallel with the brand, we have rebuilt the entire service concept, and Trendline has been an excellent partner for us on this journey. I would especially highlight the service standards training, which received excellent feedback from the participants, both in terms of organization and content. We have never received so much positive feedback about any training before - only overflowing words of praise! Trendline is an excellent cooperation partner!"

Circle K Estonia, Retail Director

Hedi Nurme-Mc Donald

"Working with Trendline is easy and efficient. Trendline understood our wishes and needs quickly, offered solutions based on our needs and was very flexible in changing the already agreed activities and schedule. I am very pleased to have found a reliable, collaborative, flexible and solution-oriented partner for Mystery Shopping. In addition they offer a great Platform that allows you clearly visualize important information."

Hedi Nurme-MC Donalr _ Circle K _ referents _ Trendline _ testostud _ mystery shopping

Tele2, Service Guru

Helena Viiroja

"In order to become the best continuous development is necessary. We choose only the best cooperation partners to accompany us on this path! We started cooperation with Trendline in Mystery Shopping at the end of 2020, and we have made a very right choice! Trendline is a partner who actively thinks along, is flexible and with positive attitude. In 2021, Tele2 was recognized as the company with the best service in the field of telecommunications, we are extremely proud of it. In cooperation with Trendline, we will maintain this level and make leaps in our development to be even better at creating positive emotions in the service process."

 Brit Peterson

Rimi Estonia, Training Manager

"At Rimi, we focus on the customer and value-creating activities that make life easier for everyone. Trendline helps us in many ways in developing customer service skills. Through our cooperation, we support our customer service personnel thoughtfully and according to specific needs, so that they can perform their tasks as effortlessly and systematically as possible. This way we get better every day and feel more happy and satisfied with the work. We strongly recommend Mystery Shopping, trainings and customer surveys services of Trendline!"

Brit Peterson Trendline tagasiside testostud koolitused teenindusstandardid kliendiküsitlused

Swedbank AS, HR Director

Ülle Pind

"I have experienced the high quality of trainings by Trendline in various companies. Managers were very satisfied with Ericsson's time with the management training he conducted. Swedbank remembers the training with Trendline through multiple telephone counseling and customer service relations trainings. Our advisors and managers were satisfied with the content and quality of trainings. Eero is a trainer with long-term experience, who will definitely add value to companies with his trainings."

Ülle Matt referents Trendline koolitused Eero Palm

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

Sportland Estonia, CEO

Nelli Nilson

"We are very pleased with cooperation with Trendline Mystery Shopping service. 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

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!"

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 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!"

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. As the leader and representative of a large customer service organization I recommend using the solutions offered by Trendline!"

Jaan Ratnik

Tervis Spa Group, General Manager

"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

Lets meet!?

We are happy to introduce the possibilities of gathering customer feedback created by Trendline. We make a demo of the services either in your office or in a video conference.

Read our blog!

Opinion stories and analyzing articles that nicely describe our vision, specificity and emphases.

How to provide QUALITY Mystery Shopping service?

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Mystery Shopping in Shopping Centres – why and how?

How to get objective understanding of the lessees sales and service skills if in the same Shopping Centre there are hundreds of stores and restaurants with very different service models? There will be a lot of disputes and arguing if the clothing stores and coffee shops are measured using the same scale. It would be…

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