Diagnostics and Consultation

We help you understand where your organisation truly stands — identifying strengths, pinpointing barriers, and shaping focused solutions that support sustainable improvement and strategic decision-making.

01

Employee Experience and Engagement Surveys

Our engagement survey provides a comprehensive view of how employees feel across up to 12 key areas — including role clarity, leadership, working environment, communication, wellbeing and development opportunities.
The questionnaire is flexible and can be tailored with open-ended questions or organisation-specific themes.

The survey is conducted electronically, and results can be analysed using multiple filters (e.g., department, tenure, role). The final report outlines strengths, development areas and clear recommendations for next steps.
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02

Mystery Shopping and Call Assessments

Mystery shopping and call evaluations offer real, first-hand insight into service quality and the customer experience. Based on real interactions, we assess the strengths and development areas of your service against agreed criteria.

Findings are summarised in a structured report including ratings by unit, key observations and practical recommendations for improving service standards.
These assessments are frequently used both to inform programme design and to measure training impact.
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03

Service Observations

Service observations provide an authentic view of day-to-day customer interactions and operational routines. Our consultants observe staff on-site for 3–8 hours, using predefined criteria to evaluate service behaviours, habits and customer touchpoints.

This method is especially valuable in open organisational cultures where employees understand the purpose of the observation. It allows us to assess current capability, behavioural norms and the underlying service culture.

The resulting report highlights strengths, improvement opportunities and clear focus areas for service development and training.
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04

Consultation and Advisory Support

Training often brings to light issues that require more focused attention — either in smaller groups or individually.
Alongside our development programmes, we provide professional consultation and one-to-one advisory sessions to explore specific challenges in depth and support practical, sustainable solutions.
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Our trainers — passionate professionals dedicated to meaningful learning

Read more about us
Kati Tikenberg
Signe Kiisk
Anna-Liisa Kadaksoo-Jones

Would you like a clear picture of your organisation’s current reality — and a concrete plan for moving forward?

Get in touch and we’ll design a diagnostics and consultation project tailored to your goals and context.
“We have received help in the most complex situations. When nothing else works, Aeternum does.”
Lea Pilvet
Head of HR, A. Le Co
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