MYSTERY SHOPPING
“In cooperation with Trendline, we use the mystery shopping service to better understand and assess the quality of customer service in our stores and the service level in accordance with our service standards.
Given the distinctive layout and customer journey of IKEA stores, creating a mystery shopping system has been more complex than usual, but in cooperation with Trendline it has become functional and clearly structured. The results are easy to analyse and support our goal of offering a considered and meaningful customer experience and creating a better everyday life for many people.”
Varje Anvelt
IKEA Eesti, Head of Customer Relations
MYSTERY SHOPPING SURVEYS STANDARDS TRAININGS TRAINING VIDEOS
“For Tervis Spa Group, Trendline is a reliable partner that helps us keep our focus on service quality and its continuous development. Their mystery shopping solutions give us a clear, measurable and practical overview of how our guests actually experience the service. We particularly value Trendline’s professional and flexible cooperation, and the fact that they do not limit themselves to collecting results but also help make sense of them. We confidently recommend Trendline to any company that wants to improve its customer experience consciously and systematically.”
Heigo Vare
TERVIS SPAA GRUPP, Member of the Board
MYSTERY SHOPPING TRAININGS INTERNAL AUDIT
“Telia values its partnership with Trendline highly. The cooperation has been professional, responsive and focused on understanding our needs and quickly finding solutions. Trendline’s team has been a reliable and flexible partner, with whom communication has always been smooth and results-oriented.
Trendline’s platform is a practical and user-friendly tool that supports both team-level and individual sales and service analysis. The solution offers versatile options for tracking goals, evaluating results and identifying development trends. The visual and easy-to-use interface enables a quick overview, and when needed the data can be exported for further analysis.
We have also greatly valued the quality of the mystery shopping carried out by Trendline. The evaluation criteria are in line with our customer experience and sales process standards, and the methodology enables targeted and broad-based feedback collection across different employees.
Raili Kala
TELIA, Private Customer Sales Manager
MYSTERY SHOPPING
“We greatly value Trendline’s professionalism and commitment. Trendline is an experienced and highly knowledgeable mystery shopping provider that, in addition to mystery shopping, also offers thorough analysis and a user interface. Over the course of our cooperation, Trendline has adapted to our specific needs as a client and to category-based service measurement, delivering a high-level mystery shopping service. Spice shopping centre certainly recommends Trendline as a good partner to others as well!”
Sandra Ķikute
SPICE & SPICE HOME centres,
Marketing Projects Manager
MYSTERY SHOPPING SURVEYS STANDARDS TRAININGS
“We use Trendline’s customer feedback and mystery shopping services to support the service analysis and development of the Apollo Kino team. Trendline’s services allow us to reach cinema visitors across the Baltics and gain valuable input.
Customers can easily leave feedback both after the screening via a phone notification and on site using a QR code. For the cinemas, the platform provides a convenient and clear overview of the current state of the visitor experience.
We greatly value Trendline’s quick responsiveness and readiness to discuss service topics in depth. Cooperation with Trendline is not limited to merely collecting data – they are a substantive partner in developing our service. Their professionalism and flexibility make everyday cooperation smooth and effective.”
Karin Aus
APOLLO KINO, Service Quality Manager
MYSTERY SHOPPING SURVEYS
“For a shopping centre with its diverse tenants, creating and measuring a holistic customer experience is one of the key factors for lasting success. After all, a positive experience – both in the centre and in every individual store – is the only thing that brings customers from the „couch store“ into the physical retail environment. Creating customer experience is a complex and ongoing activity that, on the measurement and research side too, requires constantly keeping up with the times in terms of methodology, analysis and, of course, data presentation. Because knowledge you cannot easily present simply does not exist. That is exactly why Trendline has been an important partner for Viru Keskus in mapping the various links of the customer experience, because the strength of their team and test environment lies in flexibility and a willingness to adapt to changing wishes and customer expectations. A particularly important value is precisely the ability to create connections between different studies and different influencing factors, and the technical capability of their test environment to do so.
So at the beginning of 2024 it was clear to us who to turn to in order to carry out two novel and unique studies with distinctive content. Both studies were extensive and required tailor-made work. In cooperation with Eero Palm and sustainability professional Maria-Kristiin Peterson, we built a completely unique sustainability-efforts study of Viru Keskus tenants. We observed the companies on both a strategic and operational level and in three groups according to their field of activity, from which different sustainability requirements arise. The study turned out to be extensive but with very valuable results that helped map the companies’ current situation and future directions and also visualise them.
The second important qualitative study we carried out together with the Trendline team was the Store Environment Study, mapping the holistic customer experience of Viru Keskus tenants and common areas after the major renovation. Here Trendline brought in customer experience professional Mari Arnover to conduct the study, and as a result the best shopping spots in Viru Keskus were announced. Naturally, both the centre and the studied companies received valuable feedback about the current situation as well as good ideas for improvements.”
Kristel Martis
VIRU KESKUS, Marketing and Communications Manager (2020 – 2025)
MYSTERY SHOPPING TRAININGS
“Hedon Spa & Hotel wants to offer its guests the best service and to exceed their expectations even in the most difficult situations. In the fine-dining restaurant Raimond, we consider every detail important, and especially high among them is warm and personal service, in order to create a memorable restaurant experience. For this we have developed a service standard, which we have in cooperation with Trendline improved and updated over time. With the help of Trendline’s mystery shoppers and well thought-through metrics, we can analyse the strengths of the team’s service process and pay greater attention to bottlenecks, thereby improving employees’ competence and increasing our guests’ satisfaction. The Trendline user interface is a very convenient tool for a manager and also gives constructive feedback to employees, and each employee’s individual development over time can be tracked. Trendline’s trainings have been exciting and eye-opening for our team, and cooperation with them is pleasant and personal.”
Airi Lääne
HEDON SPA & HOTEL,
Head of Food & Beverage (2018 – 2026)
TRAININGS
“At the request of Saare Arenduskeskus (Saare Development Centre), Trendline Analytics organised a training preparing for the tourism season on the topic: the quality of Saaremaa’s accommodation services and the analysis of customer feedback.
The challenge of the training was to create synergy between different service providers for the joint marketing of Saaremaa as a brand.
The goal of the training: to offer, on a tourism island of great character, such an emotional experience that would ultimately be reflected in the tourist’s desire to come back, and from which all service providers would benefit.
Eero Palm as a trainer was able to inspire participants to think along. As the organisers of the training, we received very positive feedback from the participants.
As a result, a vision was born of a customer card uniting Saaremaa’s tourism service providers. The tailor-made training, prepared and delivered specifically for us, ended with the feeling that we got more than we ordered.”
Jaanus Pihelgas
SA SAARE ARENDUSKESKUS, Export Consultant
TRAININGS
“Our voice on the phone is the face of our company and of the brands we serve, and Roheline Laine’s wish is that every caller receives the best service.
To achieve this, we looked for ways to further raise our team’s ability to serve customers in the best possible way, without forgetting to take care of the team’s internal climate and each team member’s motivation! In all of this, Trendline has lent us a helping hand and, according to our wishes, put together a team training that, in the opinion of every single participant, has been a valuable experience.
We plan to keep cooperating with Trendline and warmly recommend that others, too, order trainings specifically from them!.”
Merilin Kärmas
ROHELINE LAINE, Head of the Operations Centre
(The brands served by Roheline Laine are:
SOS International, ERGO, Seesam, Gjensidige Baltic, PZU, Swedbank, DNB, LHV, Mercedes-Benz, Jeep, Lancia, Citroën, Hyundai, KIA, Iizi etc.)
MYSTERY SHOPPING TRAININGS INTERNAL AUDIT
“To become the best, conscious effort and continuous development are needed. On this path we choose only the best partners as companions! We began our mystery shopping cooperation with Trendline at the end of 2020, and we made a very right choice! Trendline is a partner that actively thinks along and has a flexible and positive attitude. In 2021, 2022, 2023, 2024 and 2025 Tele2 was recognised as the company with the best service in the telecommunications sector, and we are immensely proud of that. In cooperation with Trendline we maintain this level and make leaps in our development in order to be even better at creating positive emotions in the service process.”
Helena Viiroja
TELE2, HR Manager
TRAININGS STANDARDS
“In my view, top-level service starts with defining the concept, and from there you have to keep investing so that it does not remain merely on paper. To this day, Gloria works with the service standards created and implemented by Trendline. I highly recommend them!”
Dimitri Demjanov
BOCUSE D’OR EESTI, President
MYSTERY SHOPPING
“In recent years, Omniva has refreshed its retail concept and improved its service standards, aiming to offer the best service on the market. As part of this journey, Trendline has been an invaluable partner, helping us ensure that the expectations set for service staff are met and exceeded. Trendline’s platform offers us an accurate and user-friendly solution that allows us to regularly assess the quality of service processes and employees’ performance. This helps us identify strengths and development opportunities while providing valuable feedback to service staff.
Trendline’s mystery shopping system makes it possible to go in depth, clearly highlighting the stages where we excel and pointing out the places that can be improved further. Thanks to this cooperation, we are able to keep our customer service standards in constant development, consistently offering every visitor a top-level experience. Trendline’s flexible solution supports our goal of providing reliable and caring service that customers can always count on.”
Jaanika Lindre
OMNIVA, Customer Satisfaction and Quality Manager
MYSTERY SHOPPING TRAININGS SURVEYS INTERNAL AUDIT
“At Sportland, customer service has always been one of the most important cornerstones, because excellent service is an inseparable part of the brand identity. This is exactly where Trendline comes into play for us. Trendline has proven itself an effective and reliable partner, offering solutions that are both practical and easy to use. The cooperation model Trendline provides is flexible, allowing us to efficiently assess and analyse our service level. It is important to note that Trendline is not merely a passive service provider, but an active contributor that helps identify bottlenecks and propose improvements. One major advantage is Trendline’s ability to offer service-level monitoring through both mystery shopping and internal audits. The QR-code-based customer feedback solution provided by Trendline is also a very valuable tool for us, allowing us to receive direct and immediate feedback in a customer-friendly and convenient way. It is important to us that feedback is timely and responsive. Thanks to this, we can monitor what our customers think and which areas need attention. The tools and services they provide have helped Sportland keep its customer service standards high and remain in constant development.”
Kadri Koppel
SPORTLAND, Retail Sales Manager
MYSTERY SHOPPING INTERNAL AUDIT
“We were looking for a partner in the Baltics who could offer equally high-quality service in all three countries. The programme Trendline provides is very good and clear, while also being simple and usable for all employees. We have gained a better overview of our service level. I definitely recommend Trendline to other service companies as well.”
Riina Eisler
PET CITY, CEO
MYSTERY SHOPPING SURVEYS
“Trendline stands out from its competitors through its utmost thoroughness and dedication, and its readiness to bring existing solutions into line with the client’s needs. The will to genuinely improve the field and the tireless work towards it may sound elementary when described, but once you start cooperating with Trendline, you notice a significant difference. I recommend cooperating with Trendline.”
Taivi Koitla
VIRU KESKUS, Marketing and Communications Director (Nov 2008 – Jan 2020)
MYSTERY SHOPPING TRAININGS INTERNAL AUDIT
“In a Telia store, direct communication with the customer is the key to successful sales. In order for our sales consultants to be able to offer the best service and help customers find the solutions that suit them best, continuous training and development are essential.
Trendline offers us a perfect solution that allows us to:
-
- Measure the skills and knowledge of sales consultants.
- Track each employee’s progress and give targeted feedback.
- Analyse sales processes and identify development points.
- Train employees personally, using mystery shopping results.
Trendline’s simple and intuitive mystery shopping user interface makes using this tool pleasant and efficient.
We are very pleased that we found a solution that helps us raise the competence of our sales consultants and improve customer service.”
Julia Estreich
TELIA, Service Quality Manager
MYSTERY SHOPPING TRAININGS
“In our hotels, mystery shopping cooperation with Trendline began in spring 2018, followed by extremely professional and practical trainings. Trendline is a sure choice for obtaining reliably measured results. Tallink Hotels confidently recommends using Trendline’s skills and knowledge to raise service quality.”
Illi Ojavere
TALLINK HOTELS, Hotel Manager (2015 – 2020)
MYSTERY SHOPPING TRAININGS
“Cooperation with Trendline exceeded our expectations; during the collaboration we received useful input for redesigning our services with the customer journey specifically in mind. Wasa Resort is conceptually built by placing the guest at the centre of the services; all services are designed based on the guest’s journey, which is why constant monitoring of satisfaction and its dynamics through test visits was extremely important to us. You can rely on Trendline even in difficult times! During the stressful and turbulent period of the pandemic and service restrictions, Trendline was a good partner for exchanging ideas on how to maintain customer satisfaction even in that tense time.
Trendline’s trainings leave nothing to chance – precisely based on the company’s field and needs, with great and dedicated preparation and a precise focus.”
.
Angelika Raid
WASA RESORT, long-time Sales and Marketing Manager
MYSTERY SHOPPING TRAININGS TRAINING VIDEOS STANDARDS
“The goal of Südameapteek is to offer the best pharmacy service in Estonia. On this path, Trendline is an ideal partner for us precisely because of its professional and personal approach. A real challenge has been convincing pharmacists – as highly educated specialists – of the necessity of mystery shopping. In cooperation with Trendline we have succeeded in this precisely thanks to the comprehensive approach offered (mystery shopping, trainings, training videos, etc.). I would especially highlight the training days, whose feedback has been among the best of many different trainings – praised both by fresh, newly starting pharmacy managers and by already experienced colleagues. I recommend Trendline as a very customer-focused and professional partner!”
Kadri Villemson
SÜDAMEAPTEEK, Head of Service
MYSTERY SHOPPING TRAININGS
“At the Hedon spa hotel, we always want to offer our guests the best customer service and satisfaction.
Trendline gives us modern tools that make it possible to excellently monitor service processes and obtain measured results.
Trendline’s personal and professional approach is exactly the reason why we have cooperated with them for so long.”
Romet Rahnu
HEDON SPA & HOTEL, Head of Sales
MYSTERY SHOPPING
“Cooperation with Trendline is simple and effective. Trendline understood our wishes and needs almost instantly and offered solutions based precisely on our needs. I am very glad that we have found ourselves a reliable, cooperative, flexible and solution-oriented mystery shopping partner. In addition, the excellent user interface makes it possible to see important information clearly.”
Hedi Nurme-Mc Donald
CIRCLE K, Retail Sales Director
STANDARDS TRAINING VIDEOS TRAININGS MYSTERY SHOPPING SURVEYS
“At Rimi, we focus on the customer and on value-creating activities that make each day a little easier.
In developing and recognising customer service skills, Trendline helps us in many ways. Together we support customer service employees in a thoughtful and needs-based way, so that they can carry out their tasks as stress-free and systematically as possible. This way we get better every day and feel more joy and satisfaction in our work. We highly recommend Trendline’s mystery shopping, training and customer survey services!”
Brit Peterson
RIMI, Training Manager
MYSTERY SHOPPING TRAININGS SURVEYS
“Ramirent‘s core business is the rental of various construction and industrial equipment, which is why a high level of customer service is important to us. Over time we have cooperated with various partners, and quality has fluctuated considerably. Trendline has offered us a professional and modern approach in carrying out both trainings and mystery shopping; I dare to recommend Trendline to all future clients”
Heiki Onton
LOXAM RAMIRENT, CEO for the Baltics
TRAININGS
“Postimees Group involved Trendline in an extensive training project, within which practical trainings were held for the entire sales team (in Estonia, Latvia and Lithuania). The training gave participants confidence, professional skills and motivation. We recommend Trendline with an easy heart, because we know that their solutions contribute to achieving results.”
Helena Laus
POSTIMEES GRUPP, Training Manager
MYSTERY SHOPPING TRAININGS
“We have cooperated with Trendline quite a few times. I would especially highlight their ability to put together trainings that fit precisely with the specifics of a particular organisation. They know how to train both fresh beginners and already seasoned salespeople. And alongside all that professionalism, a pleasant and friendly manner. I strongly recommend them!”
Sven-Erik Volberg
AMMENDE VILLA, Hotel Manager
MYSTERY SHOPPING TRAININGS
“I have encountered high-level trainings by Trendline trainer Eero in various companies. During the Ericsson era, managers were very satisfied with the management trainings he delivered. Swedbank remembers trainings with the training company Trendline, when repeated cooperation was carried out on the topics of telephone advising and persuasive customer communication. Our advisers and managers were satisfied with the content and quality of the training. Eero is a trainer with long experience who certainly provides added value to companies through his trainings.”
Ülle Pind
SWEDBANK, HR Director
Let’s meet!
We would be glad to introduce the content and format of our services either at your office or in an online meeting.
WE’RE SMILING⎟We invite you to take part in a positive and instructive initiative
