Customer and employee satisfaction surveys and feedback gathering
Satisfaction surveys – who are they for?
Our surveys are useful for retail and catering chains, hotels, gas stations, shopping centers, banks and so on.
This service is directed at gathering and mapping the satisfaction of both, B2C and B2B customers, as well as the satisfaction companies’ employees.
Customer feedback surveys
With customer feedback surveys we help you understand the attitudes and emotions of Your customers towards the products and services of Your company.
Since mystery shopping and customer feedback gathering serve different purposes, we gather both data as separate (but comparable) analyses.
We collect and analyse feedback from those customers that You’d like, without waiting for the clients’ initiative.
Employee satisfaction surveys
Using anonymous surveys, we map the employees’ attitudes and suggestions towards the company. Feedback is gathered according to departments based on the parameters You can choose during the preparation period.
Regular mapping of employees’ feelings and attitudes gives the company a clear overview of the internal climate and environment and enables the management to react to negative trends in a timely manner.
Satisfaction surveying methods
TELEPHONE INTERVIEWS
Using phone calls our interviewers question and map Your customers’ attitudes, wishes and suggestions.
PERSONAL INTERVIEWS We question Your customers’ and/or employees’ emotions, expectations, wishes, etc. In a short period of time we collect a large amount of feedback and source data that You can analyse in depth using our in-house platform.
Recommendation index gathering
RECOMMENDATION INDEX We gather the recommendation index (NPS – Net Promoter Score) results. In addition to the overall score, using the Trendline platform’s interactive features You can analyse the score using various metrics, such as: different age groups, regions, customer gender and so on.
360° feedback
Trendline services enable You to have a 360° overview of Your company and its employees. On the same platform and dashboard You can compare and interactively analyse the results of feedback given by CUSTOMERS, COLLEAGUES, MANAGEMENT, INTERNAL AUDITORS and MYSTERY SHOPPERS.
Trendline surveys are objective and realistic thanks to 18 years of trainings and consulting experience.
During the preparation period we make the Questionaires which are in harmony with Your Service Standards and expectations.
MOTIVATED INTERVIEWERS
For the customer and employee satisfaction and feedback surveys we use well-trained interviewers who are kind, friendly and good communicators.
INTERACTIVE
PLATFORM
Developed by Trendline, our platform displays the results of surveys in a simple and easy to understand way, while also offering the necessary tools for a more in depth analysis.
Our platform is being constantly developed according to the wishes of our customers.
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."
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."
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!"
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."
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."
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."
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!"
"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
Let’s meet!
We are happy to introduce our Satisfaction Surveys and other Services and make a demo
presentation in Your office or by a video meeting.
