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.
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
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.
“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.
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.
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.
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?
Mystery Shopping quality - how to measure it? Why is it so important? After all, based on the results of the tests, future action plans are established - "treatment" is determined. How to evaluate the quality of a doctor? The level of who prescribes (recommends) the medicine? The article highlights, among other things, the advice for organizing mystery shopping from a document created on the basis of a thorough analysis by the EBA (European Banking Authority) of the European Union, published on July 21, 2021. You will find mature advice with recommended guidelines for organizing Mystery Shopping in Europe. Read more ...
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