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Published on May 5, 2010
In a revolutionary move, British Gas has decided to open itself up to comment and criticism from its customers. Last year, in response to some searching questions, British Gas admitted they could do more to improve their service and toured the country on their Were Listening Living Room Tour to interact with their customers.
On its way, the company recruited 40 members of the general public to take a no-holds barred look into their operations. From billing, to the customer contact centers and engineer training centre, the company is asking for recommendations on how they can improve their services - and no subject is off topic.
The company is also calling for a debate on green energy issues, and will be taking the panel to their wind farms as they continue their tour. The panel has direct access to the Board, who are committed to responding to the panels final recommendations.
Chris Jansen, Commercial Director of British Gas, said: We recognise that there is more that British Gas needs to do. We think that the best way to make improvements is by listening to our customers and few other companies have opened their doors in this way. We are looking forward to September when the panel members will give their verdict on what they think we need to change. We have committed to making this public and responding to what they say.
In the following video, the panel reveal the why they felt compelled to take part and how British Gas are addressing their concerns.