Customer and employee satisfaction surveys and feedback gathering

testkõned kliendi rahulolu uuringud küsitlused

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.

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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.

soovitusindeks küsitlus uuring Trendline
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.

küsitlused uuringud Trendline rahulolu tagasiside

Satisfaction surveying methods

Using phone calls our interviewers question and map Your customers’ attitudes, wishes and suggestions.


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.

soovitusindeks küsitlus uuring Trendline

Recommendation index gathering

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. 

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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.

Ask for more information ›

Trendline specialty:

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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.

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For the customer and employee satisfaction and feedback surveys we use well-trained interviewers who are kind, friendly and good communicators.



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.

About Platform ›

Linda Linda Kalniņa Spice & Spice Home, Head of Marketing "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 offring 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." mystery shopping slepena vertesena testostud Taivi 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 Tiiu Shopping Center Põhjakeskus, Manager Tiiu Onga "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!" testost testostud trendline referents Mystery Shopping Nelli Sportland Estonia, CEO Nelli Nilson "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!" testimine testostud testkülastused Mystery Shopping koolitused Riina Riina Eisler 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." testimine testostud testkülastused Mystery Shopping Dimitri 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 Illi 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!" testimine testostud testkülastused Mystery Shopping Jaan 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. I recommend using the solutions offered by Trendline!" Jaan Ratnik Tervis Spa Group, General Manager Helena "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 Sve-Erik "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!" Sven-Erik Volberg Villa Ammende, Hotel Manager teenindusstandardid testkülastused Mystery Shopping

Mystery Shopping testostud      

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.



Customer support

All our customers have access to our free customer support!
For example, You can request a walkthrough demo for Your department managers.


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