Mystery Shopping Without Triggering an Allergic Reaction

Read on and consider whether these 12 descriptions of Trendline’s mystery shopping service could help make your mystery shopping more useful.

worldwide pan baltic mystery shopping testostud

1

We operate across the Baltics

We provide mystery shopping as a full service (preparation, running the test waves and summaries) in Estonia, Latvia and Lithuania. This is an excellent opportunity to measure and develop your companies and brands under one and the same service standard. Results can be analysed across the whole Baltics, by a single country, by a more detailed region or even by an individual outlet.

unique unikaalsed testostjad mystery shoppers sihtgrupp osalejad kellele on turunduskoolitus mõeldud suunatud digimüügi koolitus teeninduskoolitus juhtimiskoolitus

2

Unique mystery shoppers

Across the Baltics we use local mystery shoppers who speak the country’s language as their native tongue.

Our test clients do not provide their service to other mystery shopping companies.

Trendline’s support service for mystery shoppers gives them ongoing training and feedback on how to behave naturally and friendly like an ordinary customer and thereby preserve the purpose of blind shopping. Our mystery shoppers are motivated to keep learning and to follow clear scenarios. We pay our mystery shoppers more than twice the fee of our main competitors.

3

Tailor-made questionnaires

Thanks to over 25 years of training experience, we know how to focus on what matters and understand the differences between service concepts.

During the preparatory work we build mystery shopping questionnaires that take into account your company’s service or sales specifics (a department-based approach) and agree on realistic scenarios for the mystery shopping situations.

We also use questionnaires adapted to measuring different work processes (visit, phone contact, e-mail, chat).

4

We objectively show what is holding back a better result

We measure the level of performance, rather than secondary things such as floor cleanliness, product placement, staff clothing, etc. We show specifically which factors influence your customers’ emotions and what is holding back a better business result. The focus is on measuring the factors that matter.

So, if the mystery shopping result were 60% of your expectation (the agreed questionnaire), the conclusion is that you achieve today’s “till” (result) with a 60% contribution from staff. And if, for example, in 80% of cases the customer’s initiative is needed to start contact (because the mystery shopper makes contact even when no one comes to them within the agreed time), you can see that today’s till is largely made by the customers themselves (by buying) and that changing staff behaviour could bring a very large positive change.

5

Named targeting

We apply a named-targeting solution to avoid a situation where most cases “land” on the same eager employee. This way you get an overview of the skills and attitudes of far more employees and it also becomes possible to reward people by name. We have several smart solutions and good experience for carrying out named targeting.

Of course, it is also possible to order mystery shopping so that employee names are not recorded and anonymous but still department-based information is collected.

6

Interactive analysis

The multilingual platform displays the strong and weak points of the sales and service process in an easily understandable way. We show advice for solving bottlenecks right in the platform. We develop the platform’s functionality according to clients’ wishes.

Each client can define the important criteria to measure, compare and analyse. At different times you can focus on different factors and compare with previous periods. Thorough analysis with the right focus helps make giving feedback constructive and useful.

Analysis of Mystery Shopping (external audit), the ordinary customer’s opinion (CX) and internal audit (managers’ own service observations) in one place. There is no need to compile a static, time-consuming summary yourself after a test wave, whether in Excel or elsewhere.

To the platform introduction page ›

7

A management tool

The Trendline environment is a management tool for giving feedback based on test cases and for recording agreements.

Use of the platform for all your users is included in the service price, because that is exactly what you are buying – analysable information (not individual questionnaires).

The price includes a starter introduction to the Trendline environment for your users (for example after the first test wave’s data has been collected) and, when needed throughout the cooperation, guidance on how to find certain information and connections.

On request we teach managers and internal trainers how to conduct effective feedback conversations.

Management training: Thoughtful feedback ›

8

Your users see exactly what you allow them to see

In the platform we create for your structure an unlimited number of users, exactly as many as you need. For each user you can define what is shown to them, for example the results of a single department, region, country or several countries. Or for example, if it is a trainer of new employees, they are shown the cases of all employees tagged “Trainee“.

The number of your users in the Trendline environment is not limited and it does not affect the price of the service.

hoiakute koolitus klienditeenindus teeninduskoolitus müügikoolitus turunduskoolitus

9

Option to export data

You can, if you wish, export all collected data (for example to Excel, when results need to be added alongside other metrics, such as a parameter of a bonus fund). It is also possible to save all individual cases and other information in PDF form (for example to forward individual case questionnaires to employees).

10

A multilingual solution

The user can choose the language of the Trendline platform themselves: EST, ENG, LAT, LIT, FIN, RUS … or another agreed language.

An excellent solution for companies whose test waves run synchronously in several countries and who need to see results, for example, in the head office’s language. In addition to translating the platform environment and the questions and answers, the free-text comments are also translated.

The opportunity to learn from other regions’ units in the same group which development activities produce which results.

11

Securely protected information

On request we can allow access to your data only from IP addresses you specify, i.e. through a “secure gateway” you define. This provides extra protection for data concerning your company. An important solution for international groups with high security requirements for data concerning them.

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

kokkuvõtte raport analüüs kokkuvõte tugevused ja nõrkused naeratus naeratame

12

A clear report once the mystery shopping is done

On request, after a test wave ends (or, for example, once a year) we analyse the results and, drawing on our long experience, compile the main strengths, weaknesses and development recommendations. We present comparative data for the key points against previous periods.

Mystery shopping is an important opportunity for compiling input for development activities. Once the mystery shopping is done, we deliver the results and development recommendations to your management, department heads or internal trainers both in writing as a PDF file, and, if wished, at a feedback meeting, and we show how to get the best use out of the collected information and in what order to start acting. This information is an excellent basis for thoughtful development of customer service.

Make MYSTERY SHOPPING more measurable!

Areas we test

kaubanduskeskuse testostud jaekett kaemüük kauplus esindus

SHOPPING CENTRE

We measure the customer service of centres by category. Also the character of service, for example by till, sales floor, pop up, etc. It menas we do not measure the electronics store an coffee using same questionnaire.

HOTEL, SPA

With test visits we assess the service level of a hotel’s or spa’s different departments. We use department-based questionnaires – reception, restaurant, lobby bar, treatment, spa administrator, etc.

Explore the service ›

RETAIL CHAIN

We test whether your employees’ customer interaction matches your expectations. Region- and department-based analysis. It becomes possible to develop the right employees on exactly the right topics.

RESTAURANT, CAFÉ

We map the strong and weak parts of the service process. We show objectively what is holding back a better business result and how which development activities have an effect.

MYSTERY CALLS

We test your call centre’s or sales department’s customer interaction. Different employees can be tested by name according to work schedules. Analysis, for example, by topic.

CAR SALES

We analyse the level of the new- and used-car sales process, from the customer’s first inquiry all the way to the salesperson’s follow-up. Experience across the Baltics.

ASKING FOR ID

Control purchases show how well, in your grocery store, petrol station or catering establishment, young people are asked for ID when they want to buy alcohol. Thorough analysis in the platform.

PRODUCT OR BRAND

We measure objectively and clearly which arguments and to what extent are used when selling your product / brand, compared with competitors’ same product groups.

Read about the service ›

STORE ENVIRONMENT

Using field experts, we analyse the level of the physical enviroment in the customer areas, its customer-centricity and its effect on the creation of the customer experience.

Would you like to measure something else?

Just let us know what you would like, and we’ll put our heads together and think through how we can serve you.

REAL ESTATE AGENT

We map the sales skills of new-development and secondary-market real estate agents, from responding to inquiries all the way to closing the sale. We show specifically with which arguments and how convincingly properties are presented and sold.

JOB INTERVIEW ASSESSMENT

We measure the skills (to what extent they follow the interview structure) and attitudes (what feeling they create in the job seeker) of those department managers who have to conduct job interviews themselves in their region.

Let’s meet

A meeting of 45 min – 1 hour, either at your office or as a video meeting.

We discuss the field of mystery shopping as a whole, its purpose and possible pitfalls.

We show how to create a basis for objective measurement of service or sales interaction. That is, measuring a bank, an electronics store, a pharmacy and a pie counter on the basis of the same questionnaire does not give enough practical information to start influencing a company’s business result.

We give an overview of the possibilities of the Trendline platform. Mystery shopping, internal audit and customer feedback collection on one desktop. We introduce the tool designed for managers, which comes free with mystery shopping and makes it possible to monitor and steer the level of customer interaction of individual employees as well as outlets, specific regions or an entire chain.

I WANT A DEMO

kliendiküsitlused cx tagasiside klienditeekond testostud mystery shopping

Would you like to try it yourself?

Since the product you buy with mystery shopping is information, the way that information is displayed and the analysis options are a very important factor when choosing a service provider. So that you can see exactly what we offer, we are happy to give access to a demo environment pre-filled with sample data. If you wish, you can try it yourself and see in a “hands-on” version how mystery shopping, internal audit and customer survey data is displayed and which analyses and connections you can find. Click the “I want …” button shown here and we’ll send you access to our platform’s demo environment at an agreed time.

I WANT ACCESS

FAQ

What do you base the testing on?

We start from your expectation of your employees. During the preparatory work we build questionnaires based on your service standard, and we run the testing on that basis.

What languages of test clients do you use?

For example, in each country we use test clients who speak the local languages as their native tongue. Using test clients of different languages helps understand how well you serve the respective target group. In each country we use that country’s language test clients.

Can questionnaires be changed over time?

Yes, of course! We want to offer, at any moment, a service that starts from your current needs. When questionnaires are changed, all the comparative information collected on the basis of earlier questionnaires is also retained.

Do you use only one questionnaire during a test wave?

No! During one test wave we use as many different questionnaires as needed, depending on which service situations we are measuring. And even when testing the same department, service situations differ, such as check-in and check-out situations, or sales floor and till.

What if the mystery shopping results fluctuate?

In that case there are 2 possibilities. 1. either the scale is subjective, i.e. the test clients’ personal opinion is asked (and that differs for every person). Or 2. if the questionnaires are made in a high-quality and objective way, then the service level is fluctuating and uneven. In that case ordinary customers also receive uneven service. With Trendline test visits it is possible to target by name those for whom implementation is harder and help them improve.

What is internal audit?

Internal audit is a “shadowing” service observation carried out by your company’s department head, internal trainer, shift supervisor or someone else, who enters the result into the Trendline platform. Mystery shopping (external audit) and internal audit results can be compared on the same desktop.

The internal audit module makes it possible to analyse assessment questionnaires done on employees, etc.

What is the scale if we have no service standard?

During the preparatory work we discuss with you and help fix the service models. We take these as the basis when carrying out the test visits. For different departments we create their own service models based on the relevant service interaction. We fix the so-called red and green behaviour models. We start measuring their application objectively. On their basis you can, if you wish, compile measurable and realistic service standards.

Is mystery shopping the mystery shopper's subjective opinion?

Not with the Trendline service. But it is quite possible if the questionnaires are built subjectively. That is, if the questionnaires ask for the personal opinion of that one specific person (the test client), then it is subjective and does not give much input for development activities. Trendline’s approach is different. We measure rather objectively to what extent your employees’ customer interaction matches the specific expectations set by the company. All Trendline mystery shoppers follow the principles of the MSPA (Mystery Shopping Professionals Association) code of ethics for mystery shoppers.

How many mystery shoppers do you use?

For each job we use as many mystery shoppers as needed so that the same employee is not tested by the same test client!

Since we give the test clients good training, we prefer to give them as much work as possible rather than have each shopper do 1-2 jobs a year and the tests be patchy. Experience comes through experiencing. Mystery shoppers’ experience and skills in following scenarios naturally grow during the work. Our platform helps testers avoid already-tested employees.

How quickly could you start a test wave?

We have started large-scale nationwide test waves with just one week’s notice. The starting speed depends on how many different service situations you want to test (i.e. the time needed to create and approve the different questionnaires). The preparatory work includes creating questionnaires based on your service standards and then approving them. From there the testing begins.

How often should mystery shopping be run to be useful?

Measuring service does not in itself improve service, but development activities planned on the basis of the measurement results do. Mystery shopping should be followed by development activity, whether for a department or for the whole company.

If the goal is to add the mystery shopping results as one metric in the employees’ bonus system, it would be reasonable for several tests to be done on each employee by name during the year to measure their level. If the goal is to measure departments’ average level on a random basis, then depending on the number of employees, budget possibilities and the departments’ impact on the business result, a service audit is useful either every month or once a quarter. Certain departments are certainly of more critical importance than others. In our practice we have both partners who test every month and those who run, for example, 2 larger test waves a year.

Ask your question!

Write to: info@trendline.app

Trainings

On request we train your employees to fix the bottlenecks mapped with mystery shopping. Thanks to over 25 years of experience and the information gathered with mystery shopping, we know how to stay focused and build programmes that match your needs exactly.

Mystery shopping gives precise input, both by department and by name, on which of your employees needs which kind of development.

APOLLO CINEMA, Service Quality Manager

Karin Aus

"We are using Trendline's customer feedback (CX) and Mystery Shopping services to support the Apollo Cinema team's service skills and to analyse the areas to develop. Trendline's services allow us to reach our customers throughout the Baltics and get valuable input. It is easy for the customer to leave feedback both via phone notification after the session and via QR code on site. Trendline platform offers to our cinema managers a convenient and clear overview of the current state of the visitor experience. We greatly appreciate Trendline's quick response and willingness to discuss service topics in depth. Cooperation with Trendline is not limited to just collecting data - they are a meaningful partner for us in developing the service. Their professionalism and flexibility make daily cooperation smooth and effective."

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."

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."

 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!"

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."

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."

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."

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!"

"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

We can!

Satisfied users of our mystery shopping service: Decathlon, Apple Baltic, Stokker, Swedbank, Telia, Merko, IKEA, Puhastusimport, Omniva, Apollo Grupp, Ibis, Compensa, Pet City, Given, Rimi, Circle K, Loxam Ramirent, Spice Keskus, Tele2, Viru Keskus, Sportland, Hedon Spaa, Tervis Spaa Grupp, Tallink Grupp and others

More detailed feedback here ›

We contribute diligently to developing the field and improving the reputation of mystery shopping

Trendline Analytics has actively contributed to the work of the European mystery shopping association MSPA.

Our articles on the MSPA (Mystery Shopping Professionals Association) website:

Article: ``Why do you need Mystery Shopping? Health check your service ...`` › Article: ``How to Survive and Thrive in a Business World full of Dramatic Change?`` ›

We can handle large volumes

October ’23: 1552 mystery shops in one month. It is a joy to see that more and more clients value objective, tailor-made mystery shopping based on sales and service processes! We grow responsibly! That means we do not grow at the expense of quality. We understand that mass and volume in themselves are of course no indicators unless quality goes with them.

Blog

Opinion pieces and articles that nicely explain the vision, distinctiveness and emphases of our mystery shopping service. Advice for customer service employees and managers.

See the articles ›

Let’s meet!

We’ll gladly introduce the content and form of our services, either at your office or in an online meeting.

Contact: Trendline #mysteryshopping

WE’RE SMILING⎟We invite you to take part in a positive and instructive initiative

Read about the Trendline initiative: ``We're Smiling!`` ›