We have a trained pool of mystery shoppers, who carry out two 'mystery shops' per year.
We do not tell our staff who the mystery shoppers are.
They provide feedback by visiting our office, telephoning and emailing and telling us about their experience.
This helps us work out how we can improve our services.
Mystery shoppers receive My Gateway rewards incentives for taking part.
Influence rating: medium Time rating: 2-4 hours every 6 months
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