The aftermath of customer hostility
Do recent spikes in customer aggression suggest that we are on the precipice of a mental health crisis? How can business leaders better support their frontline teams?
Calculate the cost impacts of customer aggression on your organisation.
We’ve set the baseline by using our October 2021 survey results. The numbers are eye-opening.
The aftermath of
How can retail and hospitality leaders
better support their frontline teams?
Frustrations related to COVID-19, supply chain impacts and cancelled holiday plans have contributed to spikes in customer aggression towards frontline workers - and show no sign of slowing down.
People and culture leaders know that the time to support their team is now. They understand the impact that COVID-19 is having on frontline workers and they are scrambling to protect, support and retain them.
Hostility by the numbers: the disturbing reality
of retail employees experience aggression daily when speaking with a customer
McGregor Tan’s survey (commissioned by Sonder), 2021
increase in aggression and abuse following customer anger at retail restrictions
NRA's 'Health and Wellbeing of Australian Retail Workers' 2020
of retail workers did not receive any support after experiencing aggression from a customer
'McGregor Tan’s survey (commissioned by Sonder), 2021
of the retail workers who experienced customer abuse in the last year are considering leaving the industry altogether
SuperFriend's 'Spotlight on the Retail Industry', 2021
of Brisbane retail workers experience physical abuse whilst attempting to prevent theft
NRA's 'Health and Wellbeing of Australian Retail Workers' 2019
of the workforce aged between 18-34 in hospitality experienced a mental health condition for the first time during COVID-19
SuperFriend’s ‘Indicators of a Thriving Workplace’, 2020
The warning signs of a distressed workforce
- Concerns about safety
- Anxiety about work
- Job insecurity
- High-pressure environment
- Lack of support at work
- Loss of patience and frustration
- Verbal abuse
- Physical violence
- COVID-19 triggered aggression
- Threats against staff (and their families)
- Sexual harassment
- Theft prevention
In the previous 12 months, Sonder members experienced:
Physical abuse from a customer (11%)
Sexual harassment/abuse (15%)
Verbal abuse from a customer (85%)