Could these 14 factors help take your CX collection to a new level?

We serve you across all of Europe

We provide customer-experience mapping as a full service (preparation, running the surveys and summaries) across the Baltics, the Nordics and everywhere in Europe. This is an excellent way to measure and develop your companies and brands everywhere on the same scale. Results can be analysed by individual country, by a more detailed region, or even by a single outlet.

Multilingual solution

With the Trendline survey solution you can show respondents the questions in the languages they freely choose, for example ENG, EST, LAT, LIT, FIN, SWR, GER, RUS, ESP … or any other agreed language.

An excellent solution if you have customers who speak different languages. And although the respondent enters their feedback in their chosen language, you can still view the results in the language you choose. The free-text comments are also translated instantly.

Especially useful when the head office’s language differs from the language of the country where the departments and/or customers are located.

Tailor-made questionnaires

During the preparation phase we build customer-feedback questionnaires that reflect the specifics of your company (a department-based approach). We create customer-feedback questionnaires that at the same time motivate your employees to keep the important things in mind and put them into practice.

In different time periods you can use different questions (questionnaires) that matter at that particular moment. And although in the background we route the survey to different forms, you don’t have to change anything in your printed or electronic materials (links).

Free-text questions

Free-text answers can be requested both as standalone questions and, for example, added next to specific answers (such as in multiple-choice questions) as a required free-text field, in order to understand what was liked or not, or to clarify something else.

Data export option

If you wish, you can export all the collected data (for example to Excel, when the results need to be added to other metrics, such as a bonus-fund parameter). It is also possible to save all individual cases and other information as a PDF (for example to forward individual case forms to employees one by one).

One-time response

We can create more thorough surveys so that each individual recipient can answer only once. This is a good way to get feedback from specifically targeted customers or partners. This solution allows very different information to be entered in the background, by which you later want to analyse the results. For example region, length of cooperation (giving a comparison of how new vs long-term customers feel), account manager (letting you see how the customers of your different managers feel), the product groups the customer uses, and so on. In a longer survey, each respondent can save their form partway through and then continue.

In addition, we can invite people to fill in the same survey through different channels. For example by sending an email and/or an SMS, or finally by phoning those who are missing and interviewing them directly.

Regulating response frequency

With the survey solution we limit how often the same respondent can answer over time. Using this function we can rule out overly frequent feedback from the same person, or employees actively praising themselves. We rule out immediate repeat ratings from hyper-fans as well as from extremely dissatisfied respondents.

The reliability of the collected data would be clearly questionable if people could respond without limit and by spamming.

Securely protected information

If you wish, we can allow access to your data only from the IP addresses you specify, i.e. through a “secure gateway” you define. This provides additional protection for the data concerning your company. An important solution for international groups that have high security requirements for the data concerning them.

Large enterprises can log in with Azure AD or Office 365 accounts. This adds security, simplifies access to information and helps keep your company’s users and their assigned rights up to date.

A clear report once the survey is done

If you wish, after the survey ends (or, for example, once a year) we analyse the results and, drawing on our long experience, compile the main strengths, weaknesses and recommended actions. We present comparison data and trends for the key points against previous periods.

Setting up the survey

Whether it is a permanent solution for collecting customer feedback or a time-limited campaign survey, we are ready to take on the entire print solution (stickers, flyers, table stands, posters, screen images, etc.). In other words, for each department or location we produce materials with exactly the right content (the matching unique QR).

Corporate visual identity (CVI)

We design your surveys in line with your company’s brand book (Corporate Visual Identity). Your company’s signature colours, fonts, logos and more. Thanks to this, the surveys play their part in your integrated marketing plans.

Setting up the corporate visual identity is included in the service price.

Two different types of CX solution

For different companies and different goals, you can use exactly the solution that fits at the time — or both.

When is the survey-based solution useful?

You get an expected amount of feedback within a defined period. When you want to get feedback from specific customer groups (for example new customers vs regular customers, those who buy and those who don’t, etc.).

This solution works nicely when the survey invitation is sent either from your app or when you inform people about the timing and organiser of the survey. Then the (justified) fear of clicking an unfamiliar link disappears.

While email and SMS return about 5% results (and often feel uncomfortable and annoying to the respondent), the effectiveness of a phone survey is around 80%, and at the same time a pleasant human contact and emotion stays in memory. We recommend asking rather less often but better.

Why is a self-initiated feedback solution useful?

The most negative factor in the CX field disappears – the feeling of spam. It requires making responding accessible and easy. When the customer senses that no tricks are being played on them (i.e. that after giving one or two answers another 10-20 questions don’t open up), they are ready to give feedback.

With the help of unique links (QR codes) it is possible to know which department or employee a particular piece of feedback concerns.

It motivates employees, because they know that customers can always easily give named feedback.

An excellent solution that shows customers that feedback is not spammed, yet it is always possible to give feedback at the desired moment.

Channels and options for collecting customer experience and feedback!

E-MAIL

We send your customers an email invitation to take part in filling in your questionnaire in the Trendline platform.

SMS

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

PHONE CALL

We call your customers and interview them based on the agreed questionnaire. The data goes straight into the platform.

F2F

Our interviewers (or your own employees) talk directly with your customers and collect the customers’ feedback.

QR in an agreed place

Customers can give feedback at a moment that suits them. The result is placed under the data of the relevant department or other parameter.

E-mail SIGNATURE

We add a unique link to the sales consultant’s signature, which links the feedback to them by name. An excellent solution in B2B cases for collecting named feedback.

RECIEPT or INVOICE

We add a unique link (or QR code) to the relevant department’s invoice or receipt, and the results are automatically placed under that department.

CONFERENCE

We add QR codes to the participants’ name cards. Feedback can be given about the speakers, the programme and the organisation. For multi-day events, it is possible to save partway through and continue later.

Would you like to explore our customer-feedback collection environment on your own?

Because the product sold with a survey service is, in essence, information, the way and style in which that information is displayed is a very important factor when choosing a service provider. So that you can see exactly what we offer, we are glad to give access to a demo environment pre-filled with sample data. If you wish, you can try it out yourself and see, in a “hands-on” version, how the data is displayed and what connections you can find. Click the “I would like …” button shown here and we will send you access to our platform’s demo environment for an agreed time.

Try filling in a sample survey

The QR code shown here leads to a sample questionnaire.

Enter the sample questionnaire either by reading the QR code with a smart device or click the link, if you want to try giving feedback! Data entry is anonymous.

“THANK YOU”

The same logo as on the front page, or a different one.

“OPT OUT”

From then on, surveys are no longer sent to these customers.

“ALREADY COMPLETED”

The corresponding message for one-time-only surveys.

Recommendation index (NPS), 1-5, or multiple-choice answers instead — which method to use?

If you want to use the NPS formula, we use it in keeping with the purpose of that method. That is, we don’t “tell in advance” which answers have which value, and we don’t apply the NPS formula to the wording of other questions it wasn’t meant for. We understand that the recommendation index and asking about satisfaction are different concepts. In our platform we visually display, in addition to the final value calculated by the NPS formula, also the volumes of those giving different ratings. This way you see which opinions dominate, and if, for example, there are very many 7 and 8 ratings, you can feel reassured.

Thanks to the interactive features of the Trendline platform, you can analyse the recommendation index by different customer groups, regions and so on. For example, to see what a regular customer thinks vs a new customer, and so on.

Since the recommendation-index question (owing to its nature and formula) is undoubtedly not suitable to ask everywhere, and it often doesn’t give clear information for drawing conclusions, we recommend thinking through the focus of the questions during the preparation process and asking questions so that the respondent clearly understands.

Our experience shows that rating on a 1-5 scale is often much simpler for both the respondent and the person processing the data than an 11-point (0-10) NPS scale. But when compiling surveys we always follow your wishes and your decisions. Technically, we are ready for anything.

We recommend wording the questions so that the asker and the respondent understand the question the same way.

The examples above and below nicely illustrate the difference between the concepts of NPS (recommendation) and a 1-5 customer satisfaction rating. Both questions were asked within the same survey.
The current NPS score (February 2026) is -14 % (minus 14 %).
If you ask the same thing (as seen below) on a 1-5 scale (1=0%; 2=25%; 3=50%; 4=75%; 5=100%), how satisfied you are, the result is 62 %.

Let’s meet!?

We are glad to present the customer-feedback collection options created by Trendline. We do a demo of the services either at your office or on a video call.