Service Evaluation for HOTEL and SPA!


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.

As our mystery shoppers we use experienced and well-trained native speakers in different countries.


What are the benefits of 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.



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.


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 delivery


spa admin
spa treatments
spa/pool reception


room service

How are we unique?



Thanks to 18 years of consulting and training experience our Mystery Shopping and Service Evaluation 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 mystery customers
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.

Request DEMO ›


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.

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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 Service Evaluation and other Services and make a demo
presentation in a Video Meeting.

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 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 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 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." testost 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 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!" "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 "Eesti Meedia 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 Eesti Meedia AS, Training Mangager "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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Folow us …

Welcome to folow us in our
Facebook page.

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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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