Customer aggression on the rise as 75% of customer-facing workers say they have experienced it

Data from Sonder also shows a 16% increase in critical incidents from January 2023 to January 2024. 

The survey of 2,007 Australian and New Zealand employees, commissioned by Sonder, found that 29% of those workers that experienced customer aggression didn't receive any support from their employer.

Sonder Chief Product Officer, Mindy Eiermann said that it's clear these events are having an impact, not only on employee wellbeing, but on organisational productivity. Customer aggression experienced by frontline workers has increased by seven percent compared to 2022 and the survey data shows that people in customer-facing roles are 6.8% more likely to take time off for medical reasons than employees in non customer-facing roles, and 5.9% more likely to take time off for mental health reasons.

"In addition to the survey data, we know from our own customer data that critical incidents are on the rise. Critical incidents are defined as 'a workplace event that has the potential to cause trauma to team members who have experienced or witnessed the event'. Not only are more of these critical incidents being recorded, their severity is also increasing - more now involve a police incident, victim of assault, violence or a safety concern."

"From our data we can see that in 2022, 28% of critical incidents involved a police incident, victim assault or violence or a safety concern. In 2023 that rose to 32%. While it's still early in 2024, this number looks set to rise further. In January this year 40% of critical incidents recorded involved a police incident, victim assault, violence or a safety concern. That's a 16% increase compared to the same period in January 2023."

"Our data shows that 90% of critical incidents Sonder supported occurred within skilled-based workforces, which include customer-facing roles in the retail trade, accommodation and food services. When these critical incidents are reported through the Sonder app, our dedicated team responds within 15 seconds and will support the retail worker to manage the situation. This can include calling the police or a security team and safely removing workers from harm's way. These incidents can have a prolonged impact on employees who are often young people that need both mental and physical support after the incident."

"With over 750,000 members using Sonder, we are very aware that how safe people feel, both in and out of their workplace, directly impacts employee wellbeing, engagement and productivity, which ultimately impacts how a business performs. Workers deserve the right to feel supported and safe when they are working. We are passionate about helping employees increase their sense of control and reduce their level of risk by focusing on preventative support as well as Sonder's readiness to respond." Mindy said. 

About Sonder:

Sonder helps organisations improve the health and wellbeing of their people so they can live well and perform at their best. Our app provides immediate, 24/7 support from a team of safety, medical, and mental health professionals - plus onsite help for time-sensitive scenarios. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform gives leaders the insights they need to act on tomorrow's wellbeing challenges today.

Media contact:

Sarah Green, sarah@ofcharacter.com, 0488 015 423