DALLAS – Sept. 2, 2026 – Two-thirds of frontline workers have experienced customer aggression acutely enough that they've considered leaving their job.

That's according to a recent study of 2,500 frontline employees that found nearly two in five of them say customer abuse is treated as “just part of the job” where they work. And nearly 40% say customer aggression has increased over the past 12 months.

The findings, which HALOS will highlight at GSX in Atlanta, come as businesses across retail, hospitality, transportation and beyond report growing frequency of verbal abuse, threats and aggressive customer behavior toward frontline employees.

The study found that 57% of frontline workers experienced customer abuse or know a colleague who had during a typical four-week period. However, despite the growing prevalence of incidents, many organizations lack the visibility, reporting protocol and documentation needed to effectively address them.

"Security leaders are being asked to solve challenges that sit at the intersection of employee safety, risk management and overall business continuity," said Alan Ring, CEO of HALOS. "Customer aggression is no longer simply a security issue. It's affecting whether frontline employees feel safe, supported and willing to remain in their jobs. Employers need to make incidents easier to report, respond consistently and give staff clear evidence that their concerns lead to action."

The Hidden Cost of Underreporting

Nearly 30% of survey respondents said they did not report the last serious customer aggression incident they experienced. Of those, 32% said they did not believe the incident was serious enough, 28% believed nothing would happen if they reported it and 13% worried about potential repercussions.

When incidents were reported, only 43% said action was ultimately taken.

The result: A massive gap in visibility for organizations trying to understand the scope of customer aggression and its impact on the workforce.

The research also found weaknesses in reporting processes themselves. Nearly one-third of respondents said reporting takes too much time during an active shift, and only 55% believe reporting leads to meaningful action.

The Convergence of Physical Security and Employee Experience

HALOS' research found that 66% of workers who experienced aggression had considered quitting. More than one-third reported taking time off or knowing a colleague who had as a result of customer aggression or anxiety surrounding potential incidents.

At the same time, research from workplace consultancy The Josh Bersin Company and UKG found frontline employees are becoming increasingly difficult to recruit, train and retain.

Employers who don't take customer incivility seriously will suffer.

When asked what would most improve their sense of safety at work, survey respondents said:

• Clear consequences for abusive customers
• Visible management support when enforcing policies
• Faster access to help during incidents

Technology also surfaced as a critical component of preparedness. More than half of respondents said visible security measures like CCTV systems and body-worn cameras discourage abusive behavior, while 51% said they would feel safer if they had better tools and technology to manage and document incidents.

"Visible security can deter aggressive behavior, but technology alone is not enough,” said Ring. “It needs to be supported by clear procedures, rapid access to help and consistent follow-through after every reported incident."

Visit HALOS at GSX at booth #3945 or learn more at www.halosbodycams.com.

About HALOS
HALOS provides body-worn camera and video evidence management technology for businesses with frontline employees. Its integrated cameras and cloud platform help organizations deter aggression, document incidents and respond with reliable video evidence. Learn more at www.halosbodycams.com.

Research Methodology

HALOS commissioned independent research among 2,500 frontline workers across the UK and US working in customer-facing roles, including retail, hospitality, transport, logistics and private security. Fieldwork was conducted in April 2026.

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