Mystery Shopping and
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.
Where?
We offer our Mystery Shopping services in Estonia, Latvia, Lithuania and Finland.
You can analyse Mystery Shopping results of Estonia (entered in Estonian) in Latvian or Lithuanian languages and vice versa.
You can change the language of the test results and analyze the results of all Baltics in the choosen language.
It is possible to learn from units of the same Group. You can see which activities are efective and which are not.
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?
FOCUSED MEASURING
SYSTEM
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.
MOTIVATED
MYSTERY SHOPPERS
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.
MYSTERY SHOPPING
PLATFORM
We have and will continue
to develop our proprietary
Mystery Shopping platform
according to the needs of
our customers.
Mystery Shopping for SHOPPING CENTRES and RETAIL:
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.
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.
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.
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.
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.
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.
Department based Service Evaluation
We evaluate the service based on the departments and service situations that You have chosen, for example:
SALES
sales call
booking email
RECEPTION
check-in
concierge
check-out
CATERING
restaurant
café
lobby bar
pool bar
breakfast
room service
SPA
spa admin
spa treatments
spa/pool reception
HOUSEKEEPING
room service
cleaning
Experience
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.
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.
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.
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.
(EST, ENG, FIN, ESP, LAT, LIT, RUS)
