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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.

How can retail and hospitality leaders
better support their frontline teams?

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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.

"It’s unfortunate that retail and hospitality employees are feeling and accepting that increased aggressiveness is ‘just part of the job,’” says Craig Cowdrey, CEO, Sonder. 

Read media release
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4-1

of retail employees experience aggression daily when speaking with a customer
McGregor Tan’s survey (commissioned by Sonder), 2021

6-1

 increase in aggression and abuse following customer anger at retail restrictions
NRA's 'Health and Wellbeing of Australian Retail Workers' 2020

1-4

of retail workers did not receive any support after experiencing aggression from a customer
'McGregor Tan’s survey (commissioned by Sonder), 2021

3-2

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

2-4

of Brisbane retail workers experience physical abuse whilst attempting to prevent theft
NRA's 'Health and Wellbeing of Australian Retail Workers' 2019

5-1

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

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The warning signs of a distressed workforce

  • Concerns about safety 
  • Anxiety about work 
  • Burnout/fatigue 
  • Job insecurity 
  • High-pressure environment 
  • Lack of support at work 
  • Loss of patience and frustration 
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  • Verbal abuse
  • Physical violence
  • COVID-19 triggered aggression
  • Threats against staff (and their families)
  • Stalking
  • Sexual harassment
  • Theft prevention
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Physical abuse from a customer
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Sexual harassment from a customer
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Verbal abuse from a customer 

Physical abuse from a customer (11%)
Sexual harassment/abuse (15%)
Verbal abuse from a customer (85%)

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Read Mel's story

 

We invite you to use our interactive calculator to determine the impact of customer aggression in your organisation. 

 
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Find out why companies such as Woolworths and Hoyts are partnering with Sonder to protect their frontline workforce.

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