Unruly customer behaviour is pushing many frontline employees to look for new jobs, according to a new survey by Perceptyx’s Center for Workforce Transformation. The study of 21,000 frontline workers found that more than half have recently dealt with customers who were verbally abusive, threatening, or otherwise difficult.
Perceptyx researchers said those who have faced unruly customers are 1.3 times more likely to be actively searching for new employment. They are also more likely to say they do not feel safe, valued, or supported at work. Nearly two-thirds of these employees have had to ask a manager for help dealing with an aggressive customer. In many cases, discrimination is part of the mix, with more than half of these workers reporting they have faced bias from a customer.
“From being cursed at on the phone or at the customer service counter to threats of violence in a hospital ER, frontline workers in all fields deal with difficult customer interactions,” said Emily Killham, Senior Director and Head of the Center for Workforce Transformation at Perceptyx.
“Added to the high-pressure conditions, unpredictable workloads, and safety concerns, they are also more likely to deal with limited career growth opportunities, inequitable benefits, and inconsistent communication from leadership than their non-customer-facing counterparts.”
Retail workers hardest hit
Retail workers reported the highest levels of unruly customer behaviour, at 61%, followed by those in information and finance. More than one-third said they had to remain in a situation where they felt physically unsafe, and 81% reported feeling burned out. Perceptyx said 40% of retail workers rarely or never receive check-ins from managers about their stress or emotional health.
“There’s a gap between frontline and other employees in perceived support for difficult customer interactions. That in turn impacts morale, productivity, and retention. Employers can close this gap by ensuring frontline workers have a manager who supports and cares about them and a place to share their own ideas about how to make the workplace safer,” said Killham.
About the research
The findings appear in a new report titled The Forgotten Frontline: Closing the Gap in Engagement and Support. Perceptyx said the data was drawn from two distinct sources.
One set, from more than 18,700 working adults, identified overall drivers of engagement and well-being. The other, from over 3,200 workers who serve the public, focused on experiences unique to frontline roles.
