Mystery Shopping Platform and Internal Audit Software by Trendline

interaktiivne analüüs kasutajaliides platform kliendikogemuse kaardistamine CX

Mystery Shopping Platform

In our Platform every customer can assigne what aspects to measure and what aspects of 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

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.

No! 🙂 Without sacrificing functionality, we’re continuously developing new features for our platform based on the requests from our customers and our own experience and background as a Mystery Shopping and customer service training company.

We thoroughly analyzed the large number options for respective software platforms that are offered worldwide. We saw that the available options were too complex, unfocused, and visually and functionaly not so easy to use.

We have created a new and interactive user interface for Mystery Shopping and internal auditing.

Is the development of our platform finished?

Why did we decide to buyild a brand new platform?

TRENDLINE PLATFORM

Headquarters can see the results of all regions (categories) and all departments.

Department managers can see only the results of the respective department and all its workers.

Secure login option with Microsoft Azure.

USER RIGHTS

After logging in the results of last period are automatically displayed.

Analyzable time period can be selected by choosing a previously set period or by manually choosing the desired months.

TIME PERIOD

You can choose all the topics to be tested based on Your service standards and Your expectations.

SERVICE PROCESS tab has the same functionality for both internal and external audit values.

By clicking on the VALUE POINT
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.

detailed analyze of the value point in the mystery shopping platform

SERVICE PROCESS

During the preparation period You can choose which detailed and comparable parameters will be added to the dashboard.

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.

sidebar of the dashboard in the platform

The same principle applies throughout the user interface: the first number indicates the result (in a 5-point system) and the second the number of tests of the corresponding selection.

It's possible to compare the results of different questionnaires.

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.

The amount of selections You can choose to compare is not limited.

For example, it is possible to compare the results of each individual department with the average result of the entire company.

On the sidebar, departments can be grouped into categories.

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.

SIDEBAR

Internal audit results can be displayed alone or together with external audit results.

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.

INTERNAL AUDIT

After made selection You can open an additional filter to see background information questions.

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.

GENERAL INFORMATION QUESTIONS

Departments leaderboards by category and by country

Categories and departments can be sorted by one or several chosen topics.

This enables for departments to focus their development efforts on topics where it's needed the most.

Departments can be grouped by categories and sorted alphabetically or by the results or certain topics.

If You are using NPS question in the questionnaires, it will be shown on the separate column because the calculation model is different.

DEPARTMENT RANKINGS

Employee page lets the managers analyse the employees results in the same way as whole compny and department was availeable to analyze while opening service process and clicking on value points.

All single case reports are archived here in this employees page. All the history and deep analyses about this particular employee.

It is possible to give an access to every employee to see how he/she is doing in comparasion to the company's expectations.

EMPLOYEES PAGE

Multilingual Software

Trendline Platform “speaks” ENG, RUS, LAT, LIT, FIN, EST or ESP … and we like to add new languages.

It is great solution for international corporations who are operating with same stadards in different Countries. It means You can analize for example the results what are inserted in Latvia (and in Latvian language) in the language You prefer (for example in English or Finnish). It helps different area manager to see what actions are effective in other countries of their group and to learn and benefit from the experience of the parts of the same international business group.

Our solution includes also translating text comments!

Learn more ›

Securely protected information

We create for our customers passwords to all agreed user levels. To protect Your data our platform enables to permit access only from Your agreed IP addresses. Important option for internation companyes who have high security access expetations.

Login is also availeable through Azure AD or for Office 365 users. This adds security and will simplify entering to the platform.

export to excel ekspordi testostude andmed excelisse

Exporting all data to Excel

In addition to analise Mystery Shopping results in graphic way there is also possible to work with results in a spreadshead view. You can add columns as You need to digg deeper. For example You can add the column “scenarios” and to see with what scenarios the tasks where done. Or to find out with few clicks the employees, by name, or departments who do not attempt to do additional sales. Or even go deeper and to find out all these employees who have done additional sales but have not argumented it! Etc, etc. It gives the useful information to collect group for certain trainings or meetings or feedback sessions.

If You so desire, You can add ALL questions from the questionnaires and export all data to Excel for further analise or for adding this data as a part for complex solution making.

Mystery Shopping full service

Trendline organizes Mystery Shopping waves in all Baltic countries. We use native speaking Mystery Shoppers in all areas we work. Feel free to ask about objective aproach.

Learn more ›

Internal Audit Tool by Trendline

Our Software is (in addition to Mystery Shopping analyze) also 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.

TELIA, Service Quality Manager

Julia Estreich

"At Telia, direct communication with the customer is the key to successful sales. To support our sales consultants to be able to offer the best service and help customers find the most suitable solutions, continuous training and development is essential. Trendline offers us the perfect solution that allows us to: Measure the skills and knowledge of sales consultants. Monitor the progress of each employee and provide targeted feedback. Analyze sales processes and identify development points. Train employees personally using the results of Mystery Shopping waves. Trendline’s Mystery Shopping platform is simple, intuitive, pleasant and efficient. We are very pleased to have found a solution that will help us increase the competence of sales consultants and improve customer service."

Sandra Ķikute

SPICE & SPICE HOME, Marketing Project Manager

"We, the "Spice" shopping center, are very satisfied with Trendline work and highly value the professionalism of the company's employees and their contribution. Trendline is a knowledgeable and competent company in providing mystery shopper service and data analysis and reporting. Throughout our cooperation, Trendline has been able to adapt to our needs as a customer and create an appropriate and high-quality mystery shopper process. Spice shopping center definitely recommends Trendline as a good cooperation partner to others!"

OMNIVA, Customer Experience and Customer Relations Quality Manager

Jaanika Lindre

"In recent years, Omniva has updated its retail concept and improved service standards, with the desire to offer the best service on the market. As part of this journey, Trendline has been an invaluable partner, helping us to ensure that the expectations we set for our service providers are met and exceeded. The Trendline platform provides us with an accurate and user-friendly solution that allows us to regularly evaluate the quality of service processes and employee performance. Trendline’s Mystery Shopping service gives you the opportunity to go deep, clearly highlighting the stages where we excel and pointing out the places that can be further improved. Trendline’s flexible solution supports our goal of providing reliable and caring service that customers can always count on."

SPORTLAND, Retail Manager

Kadri Koppel

"At Sportland, customer service is always one of the most important areas, because customer service is an essential part of the brand’s identity. Trendline has proven itself as an efficient and reliable partner, offering solutions that are both practical and easy to use. The cooperation model packaged by Trendline is flexible, allowing to effectively evaluate the service levels analyzed by it. One of the biggest advantages of Trendline is that we can offer service level monitoring with the help of both Mystery Shopping and with internal audits solution. Trendline’s QR code-based customer experience collecting solution is also a very valuable tool for us, which allows us to get quickly customer-friendly and convenient feedback. The tools they offer and theyr services have helped Sportland to keep our customer service standards in a high level and in constant progress."

Riina Eisler

PET CITY, General Manager

"We were looking for a partner who could provide an innovative yet professional Mystery Shopping high quality service in all Baltics. 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 Trendline for other service companies as well."

testimine testostud testkülastused Mystery Shopping

RAMIRENT BALTIC, General Manager

Heiki Onton

"Ramirent's main activity is the rental of various construction and industrial equipment, therefore a high level of customer service is important to us. We started conducting customer service and sales trainings almost 20 years ago, we also introduced a service standard, and we check the level of the company by conducting Mystery Shopping. Over time, we have worked with various partners and the quality has fluctuated greatly. Trendline has offered us a professional and modern approach to both training and Mystery Shopping. I recommend Trendline to all future clients."

Kadri Villemson

SÜDAMEAPTEEK (Pharma Group), Service Manager

"The goal of the "Südameapteek" is to offer the best pharmacy service in Estonia. Trendline is an ideal cooperation partner for us on this path because of its professional and personal approach. Convincing pharmacists as highly educated specialists of the necessity of Mystery Shopping has proven to be a good test. In cooperation with Trendline, we have succeeded because of the complex approach offered (Mystery Shopping, trainings, training videos, etc.). In particular, I would like to point out the training days, the feedback of which has been one of the best among many different trainings - it has been praised by both newly starting pharmacy managers and already experienced colleagues. I recommend Trendline as a very customer-oriented and professional partner."

Kadri Villemson _ Südameapteek _ Trendline referents testostud koolitused õppevideod

BALTIKA GROUP, Board member, Latvia

Jevgenijs Kozlovs

"Together with Trendline, we have developed not only service and service standards, but also a whole training platform for all employees of the company, which also includes video materials that help new employees understand the brand and our standards. Over the course of two years, we see phenomenal returns and progress every season, both in employees' knowledge and understanding of the importance of brands and service, as well as in mystery shopping results, which improved every time and this success story will definitely continue. Customer service and convenience are still an important priority for Ivo Nikkolo brand, and we will continue our partnership with Trendline during these changing times to further the development of our business."

 Brit Peterson

RIMI, Training Manager

"At Rimi, we focus on the customer and value-creating activities that make life easier for everyone. Trendline helps us in many ways in developing customer service skills. Through our cooperation, we support our customer service personnel thoughtfully and according to specific needs, so that they can perform their tasks as effortlessly and systematically as possible. This way we get better every day and feel more happy and satisfied with the work. We strongly recommend Mystery Shopping, trainings and customer surveys services of Trendline!"

Brit Peterson Trendline tagasiside testostud koolitused teenindusstandardid kliendiküsitlused

Brigitta Kippak

IVO NIKKOLO, CEO

"Customer focus has been one of the most important focuses of Ivo Nikkolo's strategy over the past year. In parallel with the brand, we have rebuilt the entire service concept, and Trendline has been an excellent partner for us on this journey. I would especially highlight the service standards training, which received excellent feedback from the participants, both in terms of organization and content. We have never received so much positive feedback about any training before - only overflowing words of praise! Trendline is an excellent cooperation partner!"

Linda Kalniņa

SPICE & SPICE HOME, Head of Marketing (2015 - 2022)

"For Spice and Spice Home Shopping Centres is important priority to offer high level customer experience. We work together with our leasees to acomplish this. We are very satisfied with an important role of Trendline offering objective and service process based Mystery Shopping. We are pleased with our cooperation. We do reccomend the Trendline Mystery Shopping services especially for their interactive Platform and customer oriented service."

CIRCLE K, Retail Director

Hedi Nurme-Mc Donald

"Working with Trendline is easy and efficient. Trendline understood our wishes and needs quickly, offered solutions based on our needs and was very flexible in changing the already agreed activities and schedule. I am very pleased to have found a reliable, collaborative, flexible and solution-oriented partner for Mystery Shopping. In addition they offer a great Platform that allows you clearly visualize important information."

Hedi Nurme-MC Donalr _ Circle K _ referents _ Trendline _ testostud _ mystery shopping

TELE2, Chief Human Resources Officer

Helena Viiroja

"In order to become the best continuous development is necessary. We choose only the best cooperation partners to accompany us on this path! We started cooperation with Trendline in Mystery Shopping at the end of 2020, and we have made a very right choice! Trendline is a partner who actively thinks along, is flexible and with positive attitude. In 2021 (also in 2022 and 2023), Tele2 was recognized as the company with the best service in the field of telecommunications, we are extremely proud of it. In cooperation with Trendline, we will maintain this level and make leaps in our development to be even better at creating positive emotions in the service process."

Illi Ojavere

TALLINK GROUP, 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!"

SWEDBANK, HR Director

Ülle Pind

"I have experienced the high quality of trainings by Trendline in various companies. Managers were very satisfied with Ericsson's time with the management training he conducted. Swedbank remembers the training with Trendline through multiple telephone counseling and customer service relations trainings. Our advisors and managers were satisfied with the content and quality of trainings. Eero is a trainer with long-term experience, who will definitely add value to companies with his trainings."

Ülle Matt referents Trendline koolitused Eero Palm

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 testostud trendline referents Mystery Shopping

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!"

testost testostud trendline referents Mystery Shopping standardid teenindus

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. As the leader and representative of a large customer service organization I recommend using the solutions offered by Trendline!"

Jaan Ratnik

TERVIS SPAA GROUP, General Manager

"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

We can!

We have more than 20 years of experience. Lot of experience in making trainings, producing service standards and organizing Service Evaluation.

Satisfied with our work: Telia, Circle K, Ramirent, Rimi, Baltika Group, Tele2, Viru Center, Bauhof, Sportland, Swedbank, Expert, BENU, Hawaii Express, Apotheka, Luminor, Europcar, Daily, R-Kiosk, Prisma, and others.

Let’s meet!

We are happy to introduce our services and make a demo
presentation in Your office or by a video meeting.

support tugiteenus testostjate abi nõustamine 24/7 lisainfo

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)

Write: support@trendline.app ›

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Trendline Analytics is a member of MSPA

Mystery Shopping Platform and Internal Audit Software by Trendline