<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=438711809987663&amp;ev=PageView&amp;noscript=1"> Pop up css
Sonder Logo
Request demo

The aftermath of customer hostility

Your frontline shouldn't have to be preparing for battle. Your managers job description doesn't include doctors, emergency services and psychologist. You don't need to be putting our fires. 

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
customer hostility

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

Hostility by the numbers
Symptoms of abuse
Join the conversation
Sonder responder SSC incident in progress

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.

Line managers are not mental health experts

DR jamie discusses the role of managers and the challenges they face when thier teams expeirnece customer assualt. It's about the tool you give them.

Read media release
Sonder - paramedics

 

Hostility by the numbers: the disturbing reality

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

Untitled design (60)

Want to access the latest insights on customer hostility?

 

What we witness on the front line

The warning signs of a distressed workforce

Symptoms/triggers

  • Concerns about safety 
  • Anxiety about work 
  • Burnout/fatigue 
  • Job insecurity 
  • High-pressure environment 
  • Lack of support at work 
  • Loss of patience and frustration 

Common incidents

  • Verbal abuse
  • Physical violence
  • COVID-19 triggered aggression
  • Threats against staff (and their families)
  • Stalking
  • Sexual harassment
  • Theft prevention

In the previous 3 years, Sonder members experienced:

Brand-522 Campaign - Customer abuse_LinkedIn ads_Social posts direction_11pc-1
Physical abuse from a customer
Brand-522 Campaign - Customer abuse_LinkedIn ads_Social posts direction_15pc (1)-1
Sexual harassment from a customer
Brand-522 Campaign - Customer abuse_LinkedIn ads_Social posts direction_85pc-1
Verbal abuse from a customer 

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

Explore a real world story of customer hostility and how Sonder provided support.

Read Mel's story

 

Measuring the impact and aftermath

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

phone-images

All the support, in one place

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

Talk with the experts
Homepage