PRODUCT or BRAND based Mystery Shopping

juhtimiskoolitus

What do we do?

Product or Brand based Mystery Shopping will measure how Your PRODUCT or BRAND is offered and presented to Your customers by your RESELLERS. We show specifically HOW your product / brand is offered and where in the line of options. We will also show You the ARGUMENTS with which competitors’ products are sold. If Your product or brand is not offered by the vendor on their own initiative, we will ask separately about Your products. You will receive information on the arguments used to promote Your product / brand.

Analysis by brand, regions, by dealers etc.

We operate throughout the BALTICS.

Trendline Analytics testostud mystery shopping eripära CX kliendiküsitlused

What BENEFIT do you receive?

With PRODUCT or BRAND focused Mystery shopping, You can get an accurate picture of the arguments what are used by resellers to sell Your products and also the arguments with what they present the products of Your competitors for the same product group. We gather realistic input for Your Product Managers, so that Your resellers can be trained according to their actual needs. Each product manager / trainer in the region will get an accurate picture of what the dealers he manages are doing or not doing (both by region and by reseller). It is also possible to measure the eficiency of the trainings and to use a success stoies in other regions.

In the Trendline Platform, Your users can analyse the various relationships and parameters that are important to You. For example, You can get an objective overview of which arguments are clear to dealers and which ones they can’t adequately present, even though you know they are unique for your product. You will get information on which arguments are presented and to what extent. You will also get an overview of the arguments that dealers generally use for competitors’ products.

Trendline Analytics 20 aastat kogemust - koolitused, testostud, teenindusstandardid, küsitlused

We can!

Customers satisfied with our Mystery Shopping services:

Telia, Apple Baltic, IKEA, Given, Omniva, Pet City, Circle K, Rimi, Ramirent a Loxam Company, Citycon, Spice and Spice Home, Tele2, Viru Center, Sportland, and others.

Trendline special features!

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

FOCUS ON
SCALE

Trendline Mystery Shoppings are OBJECTIVE and REALISTIC thanks to over 20 years of training experience.

During the preparatory work, we will draw up questionnaires tailored to your brand and product.

MOTIVATED
MYSTERY SHOPPERS

Our Mystery Shoppers DO NOT OFFER their service to OTHER Mystery Shopping companies.

Trendline’s support service for Mystery Shoppers provides them with ongoing training and feedback on how to behave like a normal customer in a serviceemployee-friendly way. Our Mystery Shoppers are motivated to continuously learn and follow clear scenarios.

INTERACTIVE
INTERFACE

The interface displays the strengths and weaknesses of your product sales process in an easy-to-understand way.

We’ll display advice on how to solve bottlenecks directly in the user interface, in line with your expectations.

Check out the user interface ›
internal audit

Multilingual Mystery Shopping service

Your user can choose the language of the Trendline Platform: EST, ENG, LAT, LIT, FIN … or any other agreed language.

This is an excellent solution for retail chains that have Mystery Shopping running simultaneously, at the same scale and synchronised across multiple Countries and want to see aggregated analytics in the language of choice at head office.

For example, you can analyse the results of Mystery Shopping visits entered in Latvian, (in LATVIA), in ESTONIAN or in ENGLISH or vice versa.

naeratus

You can analyse the whole Baltic result just swiching the language in Your language.

It is possoble to learn from the same groups other areas. What works there might work also in our location?

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 testimine testostud testkülastused Mystery Shopping testostud testkülastused testimine Mystery Shopping testost testostud trendline referents Mystery Shopping testimine testostud testkülastused Mystery Shopping koolitused testimine testostud testkülastused Mystery Shopping testost testostud trendline referents Mystery Shopping standardid teenindus testimine testostud testkülastused Mystery Shopping koolitused testost testostud trendline referents Mystery Shopping Heiki Onton _ reference for Trendline testostud koolitused Ülle Matt referents Trendline koolitused Eero Palm Hedi Nurme-MC Donalr _ Circle K _ referents _ Trendline _ testostud _ mystery shopping Brit Peterson Trendline tagasiside testostud koolitused teenindusstandardid kliendiküsitlused Kadri Villemson _ Südameapteek _ Trendline referents testostud koolitused õppevideod Julia Estreich Telia Eesti referents reference Trendline Analytics testostud mystery shopping trainings Jaanika Lindre tagasiside referents Trendline analytics testostud Kadri Koppel Sportland referents tagasiside Trendline Analytics testostud klienditagasiside siseaudit CX teenusele
Read customer feedback '

Lets meet!

We are happy to explain the content and form of our services. We will give a demo of our services either in your office or in a video conference.
You can conveniently include decision-makers from different regions in a video conference.

    Your Name

    Company Name

    E-mail

    Choose the topics You're interested in

    Comment (optional)

    To Mystery Sopping main page

    Trendline Analytics is a valued and active member of MSPA