Customer feedback gathering

Our service is right for You if You want that …

– the guestionnaire allows to give feedback in differet languages, but You as user could still look the answers in Your language (also open text comments!)

– the feedback could be grouped by any known parametre without asking it from the feedback giver

– the connections and influencing factors between the different questions could be visible on the same dashboard

– the result could be comparable in time (to make conclusions about the efectiveness of the taken measures during this period)

– the results could be viewed by department and by employees (!!!) and all this without asking the feedack giver “For what department You are giving a feedback?” (Perfect in case You have multiple departments or locations)

– the questionnaires could be replaced or changed between different seasons, and this without changing the QR codes and printouts already installed to Your departments

– the surveys could not be sabotaged with multiple answers from the same device (for example employees themselve could be tempted to give tens or even hundreds of feedback opinions to themselves or about colleques)

– the same customer could not give the feedback too usually to dominate the feedback (we can set an agreed interval)

– the different level’s managers could have access only to the information what is nesessary and useful for them

– the feedback giver feels that he/she is still in Your web-enviroment and will still get the marketing impact (our questionnaires are designed in Your visual identity)

– You will have the option to compare Your results inside Your structure between departments and areas or by countries

– We would help You to set the right and meaningful questions and that the the one who asks and the one who answers can understand the matter (the questions) similarly

kliendi tagasiside kogumine ja küsitlused soovitusindeks NPS Trendline customer feedback gathering

Services with 2 different nature!

1. We ASK from Your customers feedback, opinion, satsfaction, … at an agreed interval.

2. We open modern and easy to use, private options for Your customers to GIVE feedback when THEY are ready or would like to do it.

What are the benefits of knowing customer experience and getting feedback?

Customer experience and getting 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.

QR

Customers have an opportunity to give feedback whenever THEY want. Motivates employees. Customers feel took cared.

Customer experience and feedback gathering technical options?

Before we start collecting customer feedback or customer experience, 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 can leave the “door” of each survey either open, or allow it to be answered only once.

Multilingual solution?

Generally it means that Your customer can enter feedback in his/her language and You can read analysis and also singel entries in Your language. 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. Our solution includes also translating text comments!

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 experience 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.

Customer feedback gathering collecting surveys

“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.

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 ›

TELIA, Service Quality Manager

Julia Estreich

"At Telia, direct communication with the customer is the key to successful sales. To support our sales consultants to be able to offer the best service and help customers find the most suitable solutions, continuous training and development is essential. Trendline offers us the perfect solution that allows us to: Measure the skills and knowledge of sales consultants. Monitor the progress of each employee and provide targeted feedback. Analyze sales processes and identify development points. Train employees personally using the results of Mystery Shopping waves. Trendline’s Mystery Shopping platform is simple, intuitive, pleasant and efficient. We are very pleased to have found a solution that will help us increase the competence of sales consultants and improve customer service."

Sandra Ķikute

SPICE & SPICE HOME, Marketing Project Manager

"We, the "Spice" shopping center, are very satisfied with Trendline work and highly value the professionalism of the company's employees and their contribution. Trendline is a knowledgeable and competent company in providing mystery shopper service and data analysis and reporting. Throughout our cooperation, Trendline has been able to adapt to our needs as a customer and create an appropriate and high-quality mystery shopper process. Spice shopping center definitely recommends Trendline as a good cooperation partner to others!"

OMNIVA, Customer Experience and Customer Relations Quality Manager

Jaanika Lindre

"In recent years, Omniva has updated its retail concept and improved service standards, with the desire to offer the best service on the market. As part of this journey, Trendline has been an invaluable partner, helping us to ensure that the expectations we set for our service providers are met and exceeded. The Trendline platform provides us with an accurate and user-friendly solution that allows us to regularly evaluate the quality of service processes and employee performance. Trendline’s Mystery Shopping service gives you the opportunity to go deep, clearly highlighting the stages where we excel and pointing out the places that can be further improved. Trendline’s flexible solution supports our goal of providing reliable and caring service that customers can always count on."

SPORTLAND, Retail Manager

Kadri Koppel

"At Sportland, customer service is always one of the most important areas, because customer service is an essential part of the brand’s identity. Trendline has proven itself as an efficient and reliable partner, offering solutions that are both practical and easy to use. The cooperation model packaged by Trendline is flexible, allowing to effectively evaluate the service levels analyzed by it. One of the biggest advantages of Trendline is that we can offer service level monitoring with the help of both Mystery Shopping and with internal audits solution. Trendline’s QR code-based customer experience collecting solution is also a very valuable tool for us, which allows us to get quickly customer-friendly and convenient feedback. The tools they offer and theyr services have helped Sportland to keep our customer service standards in a high level and in constant progress."

Riina Eisler

PET CITY, 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

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."

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

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."

 Brit Peterson

RIMI, 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

Brigitta Kippak

IVO NIKKOLO, 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!"

Linda Kalniņa

SPICE & SPICE HOME, Head of Marketing (2015 - 2022)

"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."

CIRCLE K, 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, Chief Human Resources Officer

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 (also in 2022 and 2023), 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."

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!"

SWEDBANK, 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

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

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 SPAA 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

testimine testostud testkülastused Mystery Shopping koolitused

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.

hea teenindus kaalujälgimine testostud testkülastused cx mystery shopping teeninduse parandamine

Good service doesn’t happen when you collect information in a drawer!

Measuring a blood pressure in itself does not improve health! If the result shows that health is out of order, then measuring again and again, even 20 times, will not change the health. This principle applies perfectly to customer service and sales communication. A lot of valuable information can be gained from Mystery Shopping or gathering customer feedback (CX), which can then be used to demonstrate either the implementation of service standards or the fulfilment of customer expectations. But, again, measuring in itself does not change the result!

testostud tagasiside andmine klienditeenindus juhtimine lugupidamine mystery shopping service service staff

Why do we need Mystery Shopping service in our company?

Mystery Shopping service could easily cause an allergic reaction in company. Read in this article what can go wrong and how a company can avoid it. It is alaso very important to help service staff to understand the goal of this service and not to overreact.

tagasiside andmine juhtimine tagasisidestamine vestlus testostud põhjal Trendline Analytics

Providing feedback based on Mystery Shopping. How to improve it?

Feedback based on Mystery Shopping can either lift an employee up or bring them down. Imagine if a family doctor gave a patient their blood test results and said, "Well, you know, it's just a meaningless obligation that you need to fulfill ... check your iron levels." And that's it! Without explaining which indicators, how, why, what's the expected level of iron, and what's considered too low? Or, if the doctor took a blood sample, held it up to the light, and subjectively said, "What a wonderful color!" It wouldn't be very trustworthy, would it?

Trendline Analytics is a member of MSPA