What do we do?

Mystery Shopping visits map the level of your customer communication from the enquiry call all the way to check-out.

We use mystery shoppers who are native speakers of ESTONIAN, RUSSIAN, LATVIAN, LITHUANIAN and FINNISH.

Mystery visits – why are they worth it?

Mystery visits quickly pinpoint the weak spots in your service. We show you specifically what is holding back a better result.

We give middle managers concrete tools for developing their people. Mystery visits help gather the information you need to reward your best performers.

We know how!

We have trained, tested and developed dozens of hotels.

Happy with our services:
Hedon SPA, Asa SPA, Tervis SPA Group, Tallink Hotels Group, AQVA SPA, Ibis Tallinn, Mövenpick Hotel Tallinn, GO SPA, Radisson BLU, Palace Hotel, Savoy Boutique Hotel, Ammende Villa, WASA Resort and others.

What makes Trendline different!

TAILOR-MADE
MEASUREMENT SCALE

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

During the preparation phase we build mystery shopping questionnaires that take into account the specific character of your company’s service or sales work. We understand that service interaction at check-in, during a spa treatment, in restaurant service, in the lobby bar and so on is quite different — which means the visit questionnaires have to differ too. Together we agree on realistic visit scenarios.

UNIQUE
MYSTERY SHOPPERS

Our mystery shoppers DO NOT provide their services to OTHER mystery shopping companies. What that means is this: if your CURRENT provider’s mystery shoppers are being RECOGNISED more and more often (so the service largely loses its anonymous-shopping point), then with us the work would be done by NEW faces your staff have never seen.

Trendline’s mystery shopper support service gives them continuous training and feedback on how to behave like an ordinary customer — NATURALLY and considerately towards the service staff. Our mystery shoppers are motivated to keep learning and to follow clear scenarios.

INTERACTIVE
PLATFORM

The platform shows the strengths and weaknesses of the service process in an easy-to-understand way. Directly in the platform, in line with your service standard, we show the direction and the advice for fixing the weak spots.

We develop the platform in line with our clients’ wishes.

Preparing the visits

Before we launch the visits, we establish in detail what you expect from your departments and your people.

Your house, your rules!

During the preparation phase we build and agree the measurement scale — the questionnaires. We help you create or update objectively measurable service standards.

Department-based mystery visits

We carry out visits in the departments you choose, based on typical service situations — for example from the selection below:

SALES

booking call
business client enquiry call
quotation e-mail

FRONT DESK

check-in
concierge
check-out
evening enquiry call

FOOD AND BEVERAGE

restaurant
café
lobby bar
pool bar
breakfast
room service call

SPA

spa reception
spa treatments
water centre desk

HOUSEKEEPING

room attendant
detailed room cleanliness

Read the blog!

Articles that unpack our vision, what makes us different, and why we run mystery visits.