Help your team have their say.
The first national survey on customer agression.
If your organisation has people who deal with customers or the public, we encourage you to share this important survey with your teams.
There is currently no clear national picture of how violent and aggressive behaviour is affecting workers in Aotearoa New Zealand across all sectors. This short survey is designed to help change that.
About the survey
This survey is open to anyone who interacts with customers or the public as part of their job, across all sectors.
It is being run by ShopCare, in partnership with KPMG and backed by organisations across Aotearoa New Zealand.
The survey:
- Takes about five minutes to complete
- Is completely anonymous and confidential
- Will help inform actions to better protect workers and improve customer behaviour
The survey runs until 31 May 2026.
Why do we need a survey?
Violent and aggressive behaviour (VAB) towards staff is a growing concern across many workplaces.
However, there is currently no clear national picture of how often it happens or what workers are experiencing day to day.
By supporting this survey, you are helping build a clearer picture and support practical action to better protect people in customer-facing roles.
How to share the survey
We encourage you to share the survey widely across your organisation, including frontline teams, support roles and any staff who interact with customers or the public.
To make this easy, we have created a partner toolkit with ready-to-use messaging and creative assets.
The toolkit includes:
- Staff email templates (EDM)
- Intranet and newsletter copy
- Social media posts (B2B and internal comms)
- SMS copy
- Campaign imagery and assets
Keen to participate in the VAB survey?
Please confirm your participation by completing the form below. Lance at KPMG will be in touch to support your communications and rollout.
How the results will be used
The findings will:
- Help build a clearer national picture of customer behaviour
- Support practical actions to better protect workers
- Inform future work to help improve customer behaviour
The results will be publicly available so organisations can better understand what their workers are experiencing.
Our founding partners
We’re grateful for the support of the following organisations:
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Frequently Asked Questions
The national survey is independent research that will gather anonymous real experiences from workers across all sectors. The survey will help us understand how often violent and aggressive behaviour occurs, how it impacts workers, and what may be contributing to this customer behaviour.
Kaimahi/workers across Aotearoa are seeing rising levels of rudeness, aggression, and violence from customers. However, there is currently no clear national picture, across all sectors, of how often it happens or what workers are experiencing.
This survey aims to fill that gap, showing what’s really happening day to day – and where things need to improve to make work safer. It will help shape how this issue is addressed across New Zealand, so people in customer facing roles are better supported.
No, it includes all sectors with workers impacted by customer violence and aggression. These include retailers, unions, government agencies and any organisations with public-facing staff. ShopCare is encouraging organisations from all industries to get involved so the findings of the survey build a full picture of customer behaviour across Aotearoa.
Anyone who interacts with customers or the public as part of their role can take part.
Organisations can support this by sharing the survey with their teams.
The findings will be publicly available and help build a clearer national picture of violent and aggressive behaviour across multiple sectors. The data will be used to help inform future sector-wide approaches to improving outcomes for workers.
Stay informed
Join our community so you get updates about the survey and national campaign. It’s free.