Customer aggression is becoming a growing workforce problem, according to a new survey commissioned by body-worn camera company HALOS. The survey of 2,500 frontline workers in the U.S. and U.K. found that many employees believe abuse from customers has become normalized, with consequences for morale, retention, and employee well-being, according to HR Executive.
Abuse Becoming Part of the Job
Nearly four in 10 frontline workers (39%) said customer abuse is treated as “just part of the job” by their employer. That attitude appears to be affecting retention, with two-thirds of respondents saying they have considered quitting because of aggressive customer behavior.
The survey also found that more than 80% reported lower job satisfaction due to abuse, while nearly one in four had taken time off work after an incident. Workers between 18 and 24 years old were the most likely to experience abuse and express plans to leave their jobs.
In the U.K., the British Retail Consortium recorded about 737,000 incidents of violence and abuse against retail workers during 2023-24, averaging roughly 1,300 incidents each day. In the U.S., the Bureau of Labor Statistics reported 57,610 nonfatal workplace violence cases that resulted in time away from work, job restrictions, or transfers during 2021-2022.
Reporting Often Stops Without Follow-Up
While many employees said their organizations have procedures for reporting abusive incidents, only 14% said they received any follow-up after reporting a serious case.
Workers surveyed said they want stronger responses from employers, including visible management support, quicker assistance during incidents, and clearer consequences for abusive customers.
Different Legal Protections
Governments are taking different approaches to protecting frontline staff.
In the U.K., the Crime and Policing Bill creates a specific offense for assaulting a retail worker, with penalties that can include imprisonment and unlimited fines.
The U.S. has no equivalent federal law protecting retail workers. Instead, employers rely on state laws, existing criminal statutes, and internal workplace policies to address customer violence and abuse.
