A UNION boss has said police station staff feel they are being “spied upon” after it emerged the force had carried out mystery shopper-style tests on front desk workers.

A team of 100 volunteers tested personnel on police customer service desks.

More volunteers are now being drafted in to check how visible officers are out on the beat.

The checks revealed nine out of 10 police station counter staff smiled or greeted visitors to Oxfordshire’s police stations.

But Rod Matheson, chairman of Unison, which represents Thames Valley Police staff, feared mystery visitor results would be used to punish staff.

He said: “It is hugely unpopular with the staff. The majority see it as another way of being spied upon.

“It could be a way of beating someone up unnecessarily if they are doing something wrong, whereas really that should be carried out by their line managers.

“I have grave misgivings, but if it is used properly then improving service can only be good.”

The scheme is run by the force itself. Volunteers visit stations for free and claim no expenses.

Mystery visitor figures released last night for the period between February and May showed 100 per cent of those tested made eye contact, 94 per cent said ‘goodbye’, 91 per cent said ‘hello’ and smiled, 91 per cent of visitors were acknowledged within three minutes while 97 per cent waited five minutes.

The research showed 71 per cent of front counter staff wore name badges, 81 per cent of offices were free of litter outside and 94 per cent were open when they should be.

Extra mystery visitors will now be sent out on to the beat to review the visibility of their police team by checking how many posters of the team are displayed and how easy it is to find out information about upcoming surgeries and meetings.

Andy Viney, Thames Valley Police Federation secretary, said: “We are quite happy to see mystery visitors, but rather than looking for pictures and posters of police officers, we would prefer the officers out on the streets and not tied up with the bureaucracy of providing information on what their neighbourhood is up to at the moment.”

Police hope to recruit 750 volunteers by the end of the year.

Kelly Scully, Thames Valley’s counter services manager, said: “The force is committed to ensuring we offer the best possible service to our customers, and mystery shopping is a good way of making sure we are offering a professional and consistent service.

“Most people don’t visit a police station often, some only when they have been a victim of crime or had a collision, for example, and it is vital people are treated in a polite and professional manner, especially when they may be upset.”

Chief Insp Geoff Robinson, from local policing, said: “This is a proactive way of identifying where we might have gaps in the service we provide and to take steps to rectify these, as well as celebrating what we do right.

“The mystery shopping programme offers an exciting opportunity for the public to be involved in Thames Valley Police and offer their feedback and opinions on the service they receive.”

It has now been running for a year and there have been improvements in nine out of the 13 judging categories.

mwilkinson@oxforedmail.co.uk

To sign up, visit thamesvalley.police.uk/newsevents/aboutus-depts-qos