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
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.
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.
Viru Center, Marketing and Communications Director (Nov 2008 - Jan 2020)
"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."
Shopping Center Põhjakeskus, Manager
"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!"
Sportland Estonia, CEO
"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!"
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."
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!"
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!"
"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!"
Tervis Spa 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."
Postimees Group, 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!"
Villa Ammende, Hotel Manager
We are happy to introduce our Satisfaction Surveys and other Services and make a demo
presentation in Your office or by a video meeting.