Trendline slapto pirkėjo tyrimų platforma ir vidaus audito programinė įranga

interaktiivne analüüs kasutajaliides platform kliendikogemuse kaardistamine CX

Slapto pirkėjo tyrimų ir klientų patirties (CX) platforma

Mūsų platformoje kiekvienas klientas pats nusprendžia, kuriuos aspektus matuoti ir kurias aptarnavimo bei pardavimo proceso dalis analizuoti.

Išorės ir vidaus auditas tame pačiame skydelyje.

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Sužinokite, kaip mūsų paslauga gali supaprastinti Jūsų darbą ir pagerinti Jūsų įmonės aptarnavimo kokybę.

Sužinokite daugiau apie mūsų interaktyvias funkcijas ir galimybes!

Peržiūrėkite vaizdo įrašą

Šis vaizdo įrašas (2:03) trumpai supažindins Jus su funkcijomis, kurias mūsų platforma gali pasiūlyti Jūsų įmonei.

Išsamesnei analizei naudokite viso ekrano režimą ir pauzės / paleidimo funkcijas.

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.

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.

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

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

Daugiakalbė programinė įranga

Trendline platforma „kalba“ ENG, RUS, LAT, LIT, FIN, EST ar ESP … ir mielai pridedame naujų kalbų.

Tai puikus sprendimas tarptautinėms įmonėms, kurios skirtingose šalyse dirba pagal tuos pačius standartus. Tai reiškia, kad galite analizuoti, pavyzdžiui, Latvijoje (ir latvių kalba) suvestus rezultatus ta kalba, kurią pasirenkate (pavyzdžiui, anglų ar suomių). Tai padeda skirtingų regionų vadovams matyti, kokie veiksmai yra veiksmingi kitose grupės šalyse, ir mokytis iš tos pačios tarptautinės įmonių grupės patirties.

Mūsų sprendimas apima ir laisvo teksto komentarų vertimą!

Sužinoti daugiau ›

Saugiai apsaugota informacija

Savo klientams sukuriame slaptažodžius visiems sutartiems naudotojų lygiams. Kad apsaugotume Jūsų duomenis, mūsų platforma leidžia suteikti prieigą tik iš Jūsų nurodytų IP adresų. Svarbi galimybė tarptautinėms įmonėms, keliančioms aukštus saugumo reikalavimus.

Prisijungti taip pat galima per Azure AD arba Office 365 paskyrą. Tai padidina saugumą ir supaprastina prisijungimą prie platformos.

export to excel ekspordi testostude andmed excelisse

Visų duomenų eksportas į Excel

Be grafinės slapto pirkėjo tyrimų rezultatų analizės, su rezultatais galima dirbti ir skaičiuoklės rodinyje. Galite pridėti tiek stulpelių, kiek reikia, kad pažvelgtumėte giliau. Pavyzdžiui, galite pridėti stulpelį „scenarijai“ ir pamatyti, pagal kokius scenarijus buvo atliktos užduotys. Arba per kelis paspaudimus išsiaiškinti, kurie darbuotojai — vardais — ar kurie padaliniai nesiima papildomų pardavimų. Arba pažvelgti dar giliau ir rasti visus tuos darbuotojus, kurie atliko papildomą pardavimą, bet jo neargumentavo! Ir taip toliau. Tai suteikia naudingos informacijos suburti grupes konkretiems mokymams, susitikimams ar grįžtamojo ryšio sesijoms.

Jei pageidaujate, galite pridėti VISUS anketos klausimus ir eksportuoti visus duomenis į Excel tolesnei analizei arba panaudoti šiuos duomenis kaip sudėtingesnio sprendimo dalį.

Slapto pirkėjo tyrimai — visos apimties paslauga

Trendline organizuoja slapto pirkėjo tyrimų bangas visose Baltijos šalyse. Visuose regionuose, kuriuose dirbame, pasitelkiame slaptus pirkėjus, kuriems vietinė kalba yra gimtoji. Drąsiai klauskite apie objektyvų požiūrį.

Sužinoti daugiau ›

Trendline vidaus audito įrankis

Mūsų programinė įranga (be slapto pirkėjo tyrimų rezultatų analizės) yra ir praktiškas įrankis vidurinės grandies vadovams, koučeriams, treneriams ir kitiems, kad būtų galima atlikti stebėjimus „šešėliu“ ir analizuoti darbuotojų pažangą.

Naudotojo sąsaja analizuoja ir parodo konkrečias silpnąsias vietas pagal įmonę, padalinį ir darbuotoją.

TERVIS SPA GROUP, Board member

Heigo Vare

"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."

APOLLO CINEMA, Service Quality Manager

Karin Aus

"We are using Trendline's customer feedback (CX) and Mystery Shopping services to support the Apollo Cinema team's service skills and to analyse the areas to develop. Trendline's services allow us to reach our customers throughout the Baltics and get valuable input. It is easy for the customer to leave feedback both via phone notification after the session and via QR code on site. Trendline platform offers to our cinema managers a convenient and clear overview of the current state of the visitor experience. We greatly appreciate Trendline's quick response and willingness to discuss service topics in depth. Cooperation with Trendline is not limited to just collecting data - they are a meaningful partner for us in developing the service. Their professionalism and flexibility make daily cooperation smooth and effective."

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."

LOXAM 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."

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."

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."

 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!"

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!"

"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

Mes galime!

Turime daugiau nei 25 metų patirtį. Didelę patirtį vedant mokymus, rengiant klientų aptarnavimo standartus ir organizuojant aptarnavimo kokybės vertinimą.

Mūsų slapto pirkėjo tyrimų ir klientų patirties (CX) paslaugomis patenkinti: Telia, Apple Baltic, Decathlon, Compensa, IKEA, Circle K, Loxam Ramirent, Rimi, Apollo Group, Tele2, Viru Center, Tervis Spaa Group, Sportland, Swedbank, Ibis, Pet City, Daily, Prisma ir kiti.

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(EST, ENG, FIN, ESP, LAT, LIT, RUS)

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