Mystery Shopping for SHOPPING CENTERS and RETAIL

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Mystery Shopping – how and what?

We measure Your staff service and sales skills. You will see in a specific way what the employees are implementing of Your Companies expectacions.

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

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

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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.

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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 purcase or without?

According to the goal with real purcase 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.

What makes Us Unique?



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.



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.



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


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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.

Mystery Shopping

Trendline Internal Audit Tool

Our User Interface is a practical tool for midlevel managers, couches, trainers and etc.  to make shadow observations and to analyze the progress of employees.

User Interface will analyze 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." 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!" Jaan "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 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

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Multilingual 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.



Video Meeting?

We are ready to introduce our Mystery Shoping and other Services and make a demo
presentation in a video meeting.



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.


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