We have released the findings of the ShopCare National Customer Aggression Survey, the first national cross-sector study of customer aggression undertaken in New Zealand.
The findings show the scale of the challenge, with 91% of workers surveyed experiencing customer aggression in the past 12 months. Verbal abuse was the most common form, while stress and anxiety were among the leading impacts.
The research gives us a national evidence base to better understand customer aggression and help inform future guidance, training, resources and advocacy to support safer workplaces for frontline workers.
Conducted in partnership with KPMG, the research gathered the experiences of more than 2,500 frontline workers from a range of customer-facing industries.
