To be really pissed off at the idea of being filmed without my permission

[Windmyonlyfriend]

I work in a cafe that’s part of a larger parent group and this week we received an email saying that the powers-that-be in head office don’t think that the standard Mystery Shopper format of customer service assessment is adequate and they’re going to introduce hidden cameras and audio recording to the format.

In practice this will mean sending in mystery shoppers wearing hidden cameras and audio recording equipment to record their ‘customer experience’ with whichever poor member of staff is unlucky enough to serve them.

I’ve looked in to this and understand that, because we’ve been told, there’s no legal issue with this covert filming but I’m really, really uncomfortable with the idea.

AIBU or would this make you uncomfortable too? I’ve brought it up with my manager but they say ‘your service is good, you’ve nothing to worry about.’ Not my point at all, it’s the secret filming I have an issue with, not the assessment of my customer service.

Would I BU to complain more formally (ie to Head Office), or should I just suck it up?

Would it really be much different to a decent cctv system? I've worked in a couple of places that the cctv and layout of the workplace essentially meant that everything you said and did was recorded. I can't say I ever gave it much thought to be honest!

That was how our mystery shoppers were done in retail, pretty standard!

YABU. Anyone could be filming you anytime in public. It is really not a big deal.

It’s for a specific purpose, it’s unliekly to provide any information that could be used for any other purpose so personally I can’t see an issue with it

I wouldn't care. You're working, it's for assessment. You're not in a private space.

I've quit jobs over it. If they don't trust me, fine, but then I don't need to be working with them. Never got this issue when I was in management, isn't it funny how it's always the shop floor that's being filmed, and not the management?

It's legal, they're entitled, but that doesn't mean you have to like it, or accept it.

I feel for you OP

It never ceases to amaze me how people get away with less and less respect for their staff.

I work in retail. There is way too much emphasis on mystery shoppers. We are still being told off about our most recent report - from two months ago. I would HATE this.

How is it any different to CCTV? YABU

"How is it any different to CCTV? YABU"

can't believe people are asking this!!

Which mystery shop provider is it? Gap buster?

Standard in loads of retail places.

I couldn’t get worked up about this if I was doing my job properly. You know these things can come back as a very positive thing if you handle the mystery shopper well? It’s not always about catching people out.

Just do the job the best you can and hope you get a glowing review.

Yes it is very different to normal CCTV, because they are recording speech as well.

I wouldn't be hugely comfortable with it either. As far as I know CCTV doesn't record audio does it? Plus is there not some legal obligation to tell people that they're being recorded?

I wouldn't like this - but then I'm not one of the "if you've got nothing to hide, you've got nothing to fear" automatons who will eventually ensure everything we do is monitored and examined for judgement by the authorities.

Anyone can have an off day.

I think it's grim.

You are being told this is happening so they presumably are getting your permission by doing this.

If you are doing everything you should you don’t need to worry. If you complain your big bosses may think you are not doing your job properly and are frightened of being caught out!

At least if you are videoed there is no argument, he said, she said, with no one knowing what is true.

Oh and idontdowindows managers do get done too. Believe me mystery shoppers love getting the manager who is rude or unhelpful!

Thanks for all the responses everyone, a mixed bag there I’d say.

I’ve obviously stated my feelings in my original post that I’m really unhappy with it so unsurprisingly I agree with those that have said it’s ‘grim’, though I accept others think IABU.

I have to say, I don’t think of it the same way as CCTV. We already have cctv - it doesn’t record audio though, and it isn’t, as far as I know, sent to HO to be pored over by upper and middle management.

I genuinely am not phased about having my customer service skills critiqued - they can send in as many mystery shoppers as they like, but being recorded and having a close-up video and audio tape of my face and voice out in the world with no say in who watches it, does bother me a lot.

If you are doing everything you should you don’t need to worry.

I honestly, hand on heart, am not the remotest bit worried about that side of it. It is literally the close-up filming and audio recording of my face and voice, and knowing that is being passed around the company, that bothers me.

I'd hate it. But then I'm very private, in lots of ways, and will never have my photo appear in shots for the company website or anything like that.
A charity I worked for did that without my permission, and I went ballistic about it. I was sort of stalked by an ex many years ago, and it's made me quite paranoid about it.

Sadly, I don't think there's much you can do, apart from get another job.

If you are doing everything you should you don’t need to worry.

I find this a mealy-mouthed and rather pathetic view. Of course we should all do a good job as far as possible - but that's not the same as being covertly filmed to have to constantly prove ourselves. I take the opposing (and increasingly rare) view that you're innocent until proven guilty (and not by being filmed covertly). If there is a problem, deal with the problem, don't monitor everyone.

I'm not an expert but I woukd be wondering if this would be classed as a legitimate business reason under the GDPR.

ico.org.uk/for-the-public/cctv/

Maybe a GDPR specialist could advise further or you could look around the ICO website.

Sadly, I don't think there's much you can do, apart from get another job.

Yeah, I guess that’s the crux of it really Lakie. I like my job and I don’t want to leave so I guess I’ll have to suck it up

I wouldn't like it, either. It's intrusive and demonstrates contempt for employees - the starting point is that they are all lazy, awkward peasants who need constant monitoring and prodding to make them do as they are told.

Mind you, I think there is a certain amount of evidence that being under constant surveillance is very bad for people's mental health. This may explain some of the social issues we currently have...

frankchickens the person doing this work will probably have been told who to be served by so won’t be a case of monitoring everyone.

I don’t do this sort of work but do know people who do and this is what they have told me. I questioned it too as would hate it. Sadly appears to be legal.