Omnipresent
... a recognised problem that BA cannot seem to get a handle on.
They need 'secret shoppers'. Many retail organisations use recognised companies that have spent many years shopping/visiting/phoning/booking/buying for companies and then reporting back on what they find.
If such people (NOT direct employees of BA) were used, then the mgmt would get consistent feedback on what was happening on their aircraft and to their customers. It is so easy.