Mystery Shopping and
Service Evaluation

testostud service evaluation Mystery Shopping

What are the benefits of Mystery Shopping and Service Evaluation?

Service Evaluation or Mystery Shopping surveys quickly and simply display the weak points in Your service and sales process and show You the points that need some work.

We give objective tools to department managers that can be used to further develop their employees. Test results offer an opportunity to reward the best employees based on their efforts.

With Mystery Shopping we measure Your staff’s service and sales skills. You will see in a specific way what the employees are implementing of Your Company’s expectations.

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We offer our Mystery Shopping services in Estonia, Latvia, Lithuania and Finland.

testostud Mystery Shopping

Multilingual Mystery Shopping Service

Trendline User Interface “speaks” ENG, RUS, LAT, LIT, FIN, EST, ESP …
We like to learn new languages.

Great solution for international corporations who are operating in different Countries.

multilingual platform multikeelne testostud üle Baltikumi Mystery Shopping

You can analyse Mystery Shopping results of Estonia (entered in Estonian) in Latvian or Lithuanian languages and vice versa.

multilingual platform multikeelne testostud üle Baltikumi Mystery Shopping

You can change the language of the test results and analyze the results of all Baltics in the choosen language.

multilingual platform multikeelne testostud üle Baltikumi Mystery Shopping

It is possible to learn from units of the same Group. You can see which activities are efective and which are not.

testkülastused testostud Mysery Shopping

Preparation work

Before starting with Service Evaluation, we make sure of Your expectations from Your departments and workers – Your house, Your rules.

During the preparation period we produce objective questionnaires to measure Your companys different departments according to the actual servce template.

What makes our Mystery Shopping Service Unique?

testostud Mystery Shopping


Thanks to 18 years of consulting and training experience our Mystery Shopping visits are objective and realistic.

As part of the preparation work, we create custom questionnaires based on the service- and sales process of Your company.

testostud Mystery Shopping


We only use experienced shoppers
that have been specially trained by us.

We prefer to use less* individual, yet competent shoppers as this allows them to gain more experience to follow the necessary scenarios.

*Of course the minimum amount of shoppers we use is determined by the nature of each specific job and the total amount of test visits.

testostud Mystery Shopping


We have and will continue
to develop our proprietary
Mystery Shopping platform
according to the needs of
our customers.

Learn more ›

Mystery Shopping for SHOPPING CENTRES and RETAIL:

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Mystery Shopping – how and what?

Our interactive platform helps You to analyse the Mystery Shopping results by entire company, by areas and by departments.

For Shopping Centres there is possible to separate the collected data also according to the Categories.

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Targeted Mystery Shopping

In case of name-targeting we test all or chosen employees by name.

Objective and clear results. Employees see their own personal results and can learn from it. Personal feedback.

Perfect to monitor the new employees while they are in a test period.

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Mystery Shopping – with purchase or without?

According to the goal with real purchase and payment or if this is not important without it.

It is possible to divide all service cases which leads to the purchase and these which remains without closing. You can find out the reasons.

testostud keskuses jamüük Trendline Mystery Shopping

Multiple locations in the same centre?

If one lessee has several service locations or stores in the same centre, You can see, compare and analyse their data on the same dashboard with a single login account.

testostud Mystery Shopping

We can!

More than 18 years of experience. Lot of experience in making training, producing service standards and organizing Mystery Shopping waves.

Satisfied with our work: Viru Center, Bauhof, Sportland, Swedbank, Expert, BENU, Hawaii Express, Apotheka, Luminor, Europcar, Daily, R-Kiosk, Prisma, and others.

Service Evaluation for HOTELS and SPAS.

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Hotel Service Evaluation – what do we do?

With our Service Evaluation visits we map the level of Your entire service process from the first phone call inquiry to checking out from the hotel.

Our mystery shoppers are experienced and well-trained native speakers in different countries.

testkülastused mystery shopping service evaluation

Department based Service Evaluation

We evaluate the service based on the departments and service situations that You have chosen, for example:


sales call
booking email




lobby bar
pool bar
room service


spa admin
spa treatments
spa/pool reception


room service

testostud service evaluation


We have trained, surveyed and consulted with a number of hotels.

Some of our satisfied customers:
Hedon Spaa, Tervis Spaa Grupp, Tallink Hotels Grupp, AQVA Spaa, GO Spaa, Radisson BLU, Swissôtel Tallinn, Palace Hotel, Savoy Boutique Hotel, Ammende Villa jt.

testostud testost Mystery Shopping platform Service Evaluation

Mystery Shopping platform

In the Trendline’i interactive platform every customer can assigne what aspects to measure and what aspects of service and sales process to analyze.

Mystery Shopping and internal audit on the same dashboard.

About our software ›

Mystery Shopping internal audit service evaluation

Trendline Internal Audit Tool

Our User Interface is a practical tool for mid-level managers, couches, trainers etc.  to make shadow observations and to analyse the progress of employees.

User Interface will analyse and show exact weak spots by company, by department and by employee.

Taivi 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." testost trendline referents Tiiu Shopping Center Põhjakeskus, Manager Tiiu Onga "The news of Trendline's service to measure the service level of Shopping Malls in a concept-based way came to us in the fall of 2019. The cooperation that has begun has been professional, and the process has been enjoyably fast and efficient. We value the partner who contributes to the common goal. We encourage you to try it out!" testost trendline referents Nelli Sportland, Service Manager Nelli Nilson "We are very pleased with cooperation with Trendline. Trendline employees are innovative and thoughtful people whose passionate attitude towards their work is reflected in customer orientation and quality assurance. Sportland uses only the best, we recommend!" Riina Riina Eisler Daily, General Manager "We were looking for a partner who could provide an innovative yet professional Mystery Shopping system. 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 it for other service companies as well." testimine testostud testkülastused Mystery Shopping Dimitri 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!" standardid Illi Illi Ojavere Tallink Hotels, 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!" testimine testostud testkülastused Mystery Shopping Jaan testostud testkülastused testimine Mystery Shopping "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. I recommend using the solutions offered by Trendline!" Jaan Ratnik Tervis Spa Group, General Manager Helena "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 koolitused Sve-Erik "We have worked with Trendline quite a few times. In particular, I would highlight their ability to provide trainings that closely matches the specifics of a particular house. They can train both fresh starters and experienced sales people. And besides all this professionalism, a pleasant and friendly attitude. I strongly recommend!" Sven-Erik Volberg Villa Ammende, Hotel Manager teenindusstandardid testkülastused Mystery Shopping

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Let’s meet!

We are happy to introduce our Mystery Shoping and other Services and make a demo
presentation in Your office or by a video meeting.


Mystery Shopping Support

All Trendline customers have 24/7 access to our
Customer Support!
You can also request an introductory demo presentation after your first test period for all Your
department managers.


Write us at: ›

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