GTC members go mystery shopping with Gateway Direct

Published by Rob1 for Community Gateway Association in Housing and also in Communities

As part of CGA’s commitment to resident involvement, Gateway Tenants’ Committee (GTC) members Gill Lawson, John Baptiste and Alan Armstrong recently helped the Gateway Direct team gain valuable feedback by completing repairs surveys. They also listened in to calls and found out what customers thought about the service they had received.

After putting on their headsets, Gill, Alan and John spent a few hours in the centre listening to the views of customers who recently contacted CGA to report a repair.

In addition, it gave them an opportunity to see the Gateway Direct team in action ensuring that customers’ queries meet CGA’s Service Standards and Customer Charter developed by the GTC.

John Baptiste said, “The Gateway Direct team is doing a fantastic job. It was great to speak to customers about their experiences, whilst not all of the comments were 100% positive, I know that I can feed that information back to the Customer Services Team Leaders and they will resolve any issues.”

Lisa Neary Customer Services Team Leader commented, “Having Gill, John and Alan in the Contact Centre was great, they helped us complete important repairs surveys. It gave them an insight into the work we do at Gateway Direct and as they are members of our Customer Services Action Group, they will be able to feedback their experience to our Gateway Tenants’ Committee”