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Who cares what I think?

The other week, I went for a meal with a friend. The food was lovely, the staff and environment welcoming and friendly and company, fabulous. A couple of days later I was thinking about that evening and I wondered why I had not felt the need to write some positive feedback on google, or similar. The answer was because I felt that I and my dining companion, had expressed our pleasure both in word and deed (the plates were clean!). Thus, the relationship between diners and restaurant staff had been overwhelmingly positive and this had been expressed by both.   

However, wherever we go nowadays, we are regularly confronted by requests for feedback; “how is my driving?”, “did you enjoy your meal?” “would you recommend our services to others”? Often these questions are accompanied by Likert scales, so we can record our opinion on almost everything. Sometimes we might take some time to consider the options, other times we might just tick random boxes, more usually (if I’m anything to go by) I just don’t engage with such requests. Despite their often-jolly appearance, these questions are not harmless, they have an impact, most usually to measure individuals’ performances.  

Whether we engage with such requests or not, we do not question whether we are well-placed to judge. So, for instance, as a driver of probably one of the smallest cars on the market (that’s me!), I’m expected to be able to mark the driver of a lorry. Or someone, who has the cooking know-how of a small child (I speak for myself again!) is expected to form an opinion on a dish prepared by a trained chef, these questions are hardly fair. More importantly, my answers are meaningless; whilst I might respond “the lorry appeared to take the corner a bit wide”, I have neither knowledge or understanding of the turning circle of a 32-tonne lorry. Similarly, my thoughts about the heat of a Bangladeshi biryani or the sweetness of a mille-feuille is neither here nor there. Given I can neither drive a lorry nor cook these wonderful dishes, who am I to voice an opinion?

Of course, there are times when it is necessary to voice an opinion, the lorry driver is behaving in a dangerous manner liable to cause an accident, or the restaurant is serving rancid or rotten food; both scenarios likely to involve serious harm. However, these concerns would need to be raised immediately, either by alerting the police (in the case of the lorry) or the management of the restaurant. In the case of the latter, you may also feel it necessary to contact environmental health if you felt that your complaint had not been addressed or you had concerns about the hygiene of the restaurant in general. However, these types of problems are largely outside the feedback requested.

In many of the scenarios/environments we are asked to comment on, we are in a relationship with the other party. Take the restaurant; if I am friendly and polite to the staff, I can expect a reciprocal relationship. If I am rude and aggressive, is it any wonder staff behave in a different way. They are constrained by their professions to focus on customer service, but this should not lay them open to abuse. Whilst the old adage “the customer is always right” might be an excellent baseline, it is not possible for this always to be the case. As someone who has spent a previous lifetime working in retail, sometimes the customer can be obtuse, rude or even downright, ignorant and abusive.  Adherence to such an adage, at all costs, can only open the way for abuse.

But what about those feedback forms? On a bad day, in a rash moment, or because I’m bored, I decide to complete one of these forms. The waiter kept me waiting, the food was too spicy, I didn’t like the feedback I was given on my job application, my essay was critiqued, my teeth haven’t been flossed regularly, I didn’t like the book recommended to me by the librarian or the book seller, I can’t believe my line manager has turned down my application for annual leave. I can easily demonstrate my unhappiness with the situation with a few judiciously placed ticks, circles or smiley/sad faces. Can I say the waiter, the chef, the HR professional, the lecturer, the dentist, the librarian, the book seller and my line manager are performing poorly? Can I say they are unprofessional, unprepared, untrained, lacking in knowledge or skills or just plain wrong? And if I do, is that fair or just? Furthermore, am I happy to be subject to the same judgement from people who do not share my experiences; professional or otherwise? Remember too much of this bad feedback, however flippant and lacking in evidence it may be, may lead to disciplinary action, including dismissal.

There is an oft-cited, albeit crude, truth: “Opinions are like arseholes; everyone has one”! Ultimately, whether we choose to share (either) in public is up to us! Think carefully before ticking those boxes and encourage others to do the same. Who knows, someone may well be ticking boxes about you!

A help or a hindrance: The Crime Survey of England and Wales

MJ BLOG

I recently took part in the Crime Survey for England and Wales and, in the absence of something more interesting to talk about, I thought I would share with you how exchanging my interviewer hat for an interviewee one gave me cause to consider the potential impact that I could have on the data and the validity of the data itself. My reflections start with the ‘incentive’ used to encourage participation, which took the shape of a book of 6 first class stamps accompanying the initial selection letter.  This is not uncommon and on the surface, is a fair way of encouraging or saying thank you to participants. Let’s face it, who doesn’t like a freebie especially a useful one such as stamps which are now stupidly expensive. The problem comes when you consider the implications of the gesture and the extent to which this really is a ‘freebie’, for instance in accepting the stamps was I then morally obliged to participate? There was nothing in the letter to suggest that if you didn’t want to take part you needed to return the stamps, so in theory at least I was under no obligation to participate when the researcher knocked on the door but in practice refusing to take part while accepting the stamps, would have made me feel uncomfortable. While the question of whether a book of first class stamps costing £3.90 (Royal Mail, 2018) truly equates to 50 minutes of my time is a moot point, the practice of offering incentives to participate in research raises a moral and/or ethical question of whether or not participation remains uncoerced and voluntary.

My next reflection is slightly more complex because it relates to the interconnected issues associated with the nature and construction of the questions themselves. Take for example the multitude of questions relating to sexual offending and the way in which similar questions are asked with the alteration of just one or two words such as ‘in the last 12 months’ or ‘in your lifetime’. If you were to not read the questions carefully, or felt uncomfortable answering such questions in the presence of a stranger and thus rushed them, you could easily provide an inaccurate answer. Furthermore, asking individuals if they have ‘ever’ experiences sexual offending (all types) raises questions for me as a researcher regarding the socially constructed nature of the topic. While the law around sexual offending is black and white and thus you either have or haven’t experienced what is defined by law as a sexual offence, such questions fail to acknowledge the social aspect of this offence and the way in which our own understanding, or acceptance of certain behaviours has changed over time. For instance, as an 18 year old I may not have considered certain behaviours within a club environment to be sexual assault in the same way that I might do now. With maturity, education and life experience our perception of behaviour changes as do our acceptance levels of them. In a similar vein, society’s perception of such actions has changed over time, shifting from something that ‘just happens’ to something that is unacceptable and inappropriate. I’m not saying that the action itself was right back then and is now wrong, but that quantitative data collected hold little value without a greater understanding of the narrative surrounding it. Such questions are only ever going to demonstrate (quantitatively) that sexual offending is problematic, increasing, and widely experienced. If we are honest, we have always known this, so the publication of quantitative figures does little to further our understanding of the problem beyond being able to say ‘x number of people have experienced sexual offending in their lifetime’. Furthermore, the clumping together of all, or certain sexual offences muddies the water further and fails to acknowledge the varying degree of severity and impact of offences on individuals and groups within society.

Interconnected with this issue of question relevance, is the issue of question construction. A number of questions ask you to reflect upon issues in your ‘local area’, with local being defined as being within a 10-15 minute walk of your home, which for me raised some challenges. Firstly, as I live in a village it was relatively easy for me to know where I could walk to in 10/15 minutes and thus the boundary associated with my responses but could the same be said for someone who 1) doesn’t walk anywhere or 2) lives in an urban environment? This issue is made more complex when it comes to knowing what crimes are happening in the ‘local’ area, firstly because not everyone is an active community member (as I am) therefore making any response speculative unless they have themselves been a victim of crime – which is not what these questions are asking. Secondly, most people spend a considerable amount of time away from home because of work, so can we really provide useful information on crime happening in an area that we spend little time in? In short, while the number of responses to these questions may alleviate some of these issues the credibility, and in turn usefulness of this data is questionable.

I encountered similar problems when asked about the presence and effectiveness of the local police. While I occasionally see a PCSO I have no real experience or accurate knowledge of their ‘local’ efficiency or effectiveness, not because they are not doing a good job but because I work away from home during the day, austerity measures impact on police performance and thus police visibility, and I have no reason to be actively aware of them. Once again, these questions will rely on speculative responses or those based on experiences of victimisation which is not what the question is actually asking. All in all, it is highly unlikely that the police will come out favourable to such questions because they are not constructed to elicit a positive response and give no room for explanation of your answer.

In starting this discussion, I realise that there is so much more I could say, but as I’ve already exceeded my word limit I’ll leave it here and conclude by commenting that although I was initially pleased to be part of something that we as Criminologist use in our working lives, I was left questioning its true purpose and whether my knowledge of the field actually allowed me to be an impartial participant.

 

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