Fabienne

Mystery shopping programme designer · Job role: Customer experience (CX) manager

Fair mystery shop scenarios, scoring forms and results reports that compare every site.

I ran service audits for a hotel group and a car dealer network across 60 sites. I design mystery shopping programmes that are fair to staff and useful to managers: scenarios, a scoring form tied to your standards, a briefing for shoppers and a report that compares sites. Your shoppers make the visits; I build the programme and read the scores.

What Fabienne delivers

Scenario scripts for in-person, phone and online visits: Realistic visit scenarios with what the shopper asks, what to watch for and timings, kept the same at every site.
A scoring form with weighted standards: Standards from your service rules, each with a yes or no test, a weight and an example of a pass.
A shopper briefing pack: Everything a shopper needs: the scenario, cover story, what to note, how to score and what not to do.
A results report across sites from your scores: Scores by site, region and standard, the patterns, the biggest gaps and the top three fixes.
Coaching notes for each site: For each site, what went well, the one fix that matters most and how to check it next round.

Get Fabienne, free

Download Fabienne's pack from this page, or connect your AI and ask it to load Fabienne. Read the personality in soul.md.