I’ve experienced the Police’s customer (user) orientation!
Wrongly Accused
In early May, I found myself accused in a sordid criminal case. I quickly realized it was a malicious false accusation meant to harm me. But I had to defend myself, so I carefully prepared for my interview at the Police Judiciaire (PJ) headquarters.
An Unexpected Experience
First Surprise: A Satisfaction QR Code at Reception
I arrived at the PJ offices, feeling far from confident. First surprise: on the reception desk, there was a poster with a QR code inviting visitors to share their feedback about the reception they received! At that moment, I found the approach rather out of place.
Why would the police care about satisfaction? I wondered.
A Respectful and Professional Interview
At the start of the interview, I expected to be grilled, belittled, or even aggressively questioned by investigators who saw me as “a bad guy.” But from the very first moments, nothing could have been further from the truth.
The investigating officer put me at ease and asked her questions without insinuation. She was a true professional. I felt respected and heard. The investigating officer clearly demonstrated a commitment to uncovering the truth, carefully distinguishing between accusation and guilt. I was struck by her ability to remain free of preconceptions.
The interview lasted a total of six hours (yes, it was very long).
A Small Flaw in an Almost Perfect Interaction
After signing my statement, the officer explained that, in her opinion, the magistrate would likely not pursue the investigation. She didn’t have to tell me this, but I believe she genuinely felt bad for me, given the weakness of the accusation and the strength of my arguments—even though she made it clear that the decision was not hers to make. The magistrate would decide the fate of the complaint within 24 hours.
I left feeling confident and eagerly awaited her call the next day, as she had promised.
24 hours later, no call. It was a shame—everything about the interaction had been perfect until then. And this call was crucial! I waited another 24 hours, still no news. An assistant told me she would pass on my request, but clearly, no one was in the office that Friday at 6 PM!
I began to seriously doubt, but at 6:30 PM, the officer called, profusely apologizing for the delay, explaining she had been dealing with several emergencies (which, at the PJ, are no laughing matter).
She gave me the good news: the magistrate had decided not to pursue the case, just as she had suggested.
What I Take Away from This Experience
Above all, I remember the empathy (not “sympathy”) shown by this officer. She didn’t try to “satisfy” me as a customer, but she made sure not to mistreat me as a man under accusation. This experience will stay with me.
In hindsight, I regret not scanning that QR code to express my gratitude for the user-centered approach demonstrated by her team.
And, incidentally, I have to admit: the police do good work, too.