Mystery Shopping and CX Platform
In our Platform every customer can define which aspects to measure and which parts of the service and sales process to analyze.
External and internal audit on the same dashboard.
Discover our Software
Discover how our service can simplify Your workflow and improve Your company’s service.
Learn more about our interactive features and capabilities!
Watch a video
The following video (2:03) will give You a short overview of the features that our Platform can offer Your company.
Use Full Screen and Pause/Play functions, for more in-depth analysis.
Department managers can see only the results of the respective department and all its workers.
Secure login option with Microsoft Azure.
Analyzable time period can be selected by choosing a previously set period or by manually choosing the desired months.
a detailed analysis of the corresponding selection opens.
The dominant choices are either green (positive side) or
red (negative side).
The results also show the % of cases of the corresponding
selection.
HELP TEXTS are also displayed next to the questions to make it easier for managers to provide feedback.
We agree on the questions, help texts and values of the choices during the PREPARATION PERIOD.
When creating questionnaires, we'll happily consult, but You decide.
Your house - Your rules.
For example compare the results based on the language of the customer.
Or compare the results based on whether any additional sales were or were not made.
Or analyze, how ATTITUDE (smile) is related to the implementation.
Differentiate between experienced and new workers to evaluate the effectiveness of onboarding training.
For example in hotel reception department You can analyze the differences between check-in or check-out situations.
Because of the different nature of service communication we do use a diferent questionnaires and service templates to measure these situacions.
For example, it is possible to compare the results of each individual department with the average result of the entire company.
For example HOTEL category "Catering" can include departments like Restoran, Lobby Bar, Café, etc.
Categories can be used for regional separation by countries, counties, cities or other regions.
SHOPPING CENTERS can use categories like CLOTHING, FOOD, ELECTRONICS, etc.
The amount and names of the categories are custom-made for each client.
That way You can compare individual departments with the average of their respective categories.
For example to see, how service standards are applied when nobody is watching (Mystery Shopping) compared to when an internal auditor or department manager is overseeing the employees.
For example if the selection shows that in 53% of the cases the initiative was at customers hand, we can see from additional (general information) filter how many employees were occupied with oter customers or availeable in this moment.
This enables for departments to focus their development efforts on topics where it's needed the most.
It is possible to give an access to every employee to see how he/she is doing in comparasion to the company's expectations.
Multilingual Software
Trendline Platform “speaks” ENG, RUS, LAT, LIT, FIN, EST or ESP … and we are always happy to add new languages.
It is a great solution for international corporations that operate with the same standards in different countries. It means You can analyze, for example, results that were entered in Latvia (and in Latvian) in the language You prefer (for example in English or Finnish). It helps area managers see which actions are effective in other countries of their group, and to learn and benefit from the experience of other parts of the same international business group.
Our solution also includes translating text comments!
Securely protected information
We create passwords for our customers for all agreed user levels. To protect Your data, our platform can permit access only from Your agreed IP addresses. An important option for international companies with high security expectations.
Login is also available through Azure AD or for Office 365 users. This adds security and simplifies entering the platform.
Exporting all data to Excel
In addition to analyzing Mystery Shopping results graphically, it is also possible to work with the results in a spreadsheet view. You can add columns as You need in order to dig deeper. For example, You can add the column “scenarios” to see which scenarios the tasks were done with. Or find out, in a few clicks, which employees — by name — or which departments do not attempt additional sales. Or go even deeper and find all those employees who have made additional sales but have not justified them! And so on. It gives useful information for putting together groups for specific trainings, meetings or feedback sessions.
If You so desire, You can add ALL questions from the questionnaires and export all data to Excel for further analysis, or to use this data as part of a more complex solution.
Mystery Shopping full service
Trendline organizes Mystery Shopping waves in all Baltic countries. We use native speaking Mystery Shoppers in all the areas where we work. Feel free to ask about our objective approach.
Internal Audit Tool by Trendline
In addition to Mystery Shopping analysis, our Software is also a practical tool for mid-level managers, coaches, trainers and others 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.
We can!
We have more than 25 years of experience. A great deal of experience in delivering trainings, producing service standards and organizing Service Evaluation.
Satisfied with our Mystery Shopping and CX services: Telia, Apple Baltic, Decathlon, Compensa, IKEA, Circle K, Loxam Ramirent, Rimi, Apollo Group, Tele2, Viru Center, Tervis Spaa Group, Sportland, Swedbank, Ibis, Pet City, Daily, Prisma, and others.
Let’s meet!
We are happy to introduce our services and make a demo
presentation in Your office or in a video meeting.
Customer support
All our customers have access to our free customer support!
For example, You can request a walkthrough demo for Your department managers.
(EST, ENG, FIN, ESP, LAT, LIT, RUS)
Trendline Analytics is a member of MSPA
