One retail bank had a policy of using ‘mystery shoppers’ who covertly recorded conversations with staff and report back
A fifth of workers indicated their computer use at home was monitored; 38 per cent had their office computer monitored; and almost one third noted their telephone use was monitored.
The report also gathered workers’ views on the impact of surveillance on their personal lives and wellbeing. Employee attitudes on trust in the employment relationship were stark. A majority felt that surveillance indicated a lack of trust on the part of their employer while an even larger percentage felt that the use of surveillance erodes trust.The FSU also quizzed workers on their attitudes to surveillance systems in terms of employer control. Just under half disagreed that the fairness of employer decisions increased through surveillance, while a substantial proportion were neutral on the issue.
While others were aware of the existence of certain monitoring practices, they would not necessarily know when they were being monitored.
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