What workers say
Customer abuse is affecting workers before, during and after their shifts, increasing anxiety, disrupting sleep and changing how people interact with the public.
Say customer abuse has caused stress or anxiety
Feel anxious before starting a shift due to the possibility of aggressive customers
Struggle to reset after an abusive incident
Say abuse has disrupted their sleep
Say abuse has knocked their confidence
Have become more cautious or avoidant with customers
What workers say
Customer aggression is putting pressure on frontline teams, with consequences for job satisfaction, absence, employer trust and workplace stability.
Say customer aggression has increased over the past 12 months
Report lower job satisfaction
Say their employer treats customer aggression as “just part of the job”
Have taken time off, or know a colleague who has, because of abuse
Say abuse or aggression has increased stress or anxiety
Agree that reporting abuse leads to meaningful action
